We make every effort to ensure that your order arrives alive, which is why we also include a few extra to compensate for any losses. However, we can't always guarantee the weather or how the postal service will treat your package. If your order arrives dead, please send us a photo of the dead butterworms in the container that they were shipped in. Once this is verified, we will send you a replacement or issue a credit to your account. We can't guarantee butterworms that have been left out on your porch for more than 1 hour.