Firstly, thanks so much for the order!


Fulfilling form orders are the most dynamic thing we do and the process is probably the least straightforward thing as well.


The bottom line is that if it's been more than 12 or so days since you ordered and we haven't sent you a shipping notification, please let us know by creating a support ticket so we can investigate. But before you do that, we'd appreciate you checking the reasons below to see if any of them fit your situation:


  • Most of our shipments happen on Mondays and Tuesdays and we need to have received your order by Friday afternoon by about 5PM EST in order to make the following Monday or Tuesday's shipment. So if you order on a Friday night, the earliest you might expect to receive notification of shipment is 10 days later.
  • You may have ordered an Urban Worm Bag with your worms. Under no circumstances would the worms arrive in the same package as the Urban Worm Bag. We want to make sure you've had a chance to receive your Urban Worm Bag and get it set up well before the worms arrive, so we may have intentionally delayed your worm order to allow time for you to receive your Urban Worm Bag.
  • Your area might be expecting extreme heat during the anticipated arrival window (or there is extreme heat where our farms are located) so we may have delayed your shipment for that reason as well. In these cases we try to notify you pre-emptively but that sometimes falls though the cracks.


If you've received your notification of shipment but the worms are delayed in their arrival, it's possible that the worms may have died enroute (it happens more than you think) and the USPS discarded the package leaving the shipment in limbo. Along those lines, if the package show up in a plastic bag, it's also likely that the worms died and the USPS folks placed it in a plastic bag to contain the (truly terrible) smell.


If the explanation(s) above don't seem to explain your situation, please create a ticket with us and we'll investigate and get back to you ASAP! We may have just dropped the ball. :(


But we'll do whatever it takes to make it right!


Thanks again from Steve and the Team.