Help

We're Here To Help

Our friendly customer service team will serve you as quickly as possible. If you have a question about an existing order, please enter your order number so we can find your information.

 

Frequently Asked Questions

Order Status

What is the status of my order?
To check the status of your order, login to your account to see the status of your order. Here’s what you will see your order history. Click on the order number and you will see: Awaiting Fulfillment: This means we received your order and getting it ready to ship to you. When your order ships, we’ll send an email with tracking information. Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
How do I return or request a replacement?

Contact us within 30 days of purchase to request a return authorization or replacement. send us a message and we will provide an RMA number. We want you to be satisfied with your purchase and warrant all equipment to be free of defects and workmanship. We cannot accept returns on medications or hazardous material. However, if there is a discrepancy on your order, we will gladly work with you to make it right. Send us a message, with your order number and description of the problem and we will do our best to resolve the issue as quickly as possible. If your package is damaged in transit, contact us immediately, we will file a claim with the carrier and send a replacement or process a credit for you ASAP! Complete this form, with your order number and pictures of the packaging, label, and damaged contents to allow us to resolve this issue as quickly as possible. If replacement merchandise is shipped, and damaged or incorrect product is returning, a balance will remain on your account until the return is processed.

How do I cancel my order?

You may make changes or cancel your merchandise order if it has not been processed by our shipping team. To cancel your order, send us a message, with your order number and we will do our best to resolve your request as quickly as possible. If we are not able to accommodate your request, you may return your merchandise within 30 days of purchase. *some exclusions may apply* A $10 change or cancellation fee may be applied to live bee orders.

Shipping

How long will it take to deliver my order?

Most orders will ship in 1-2 business days and deliver in 5-7 business days. Orders requiring customization or larger orders shipping via freight may take longer to deliver.

What happens if my bees are dead on arrival?
Shipped package bees are guaranteed to not have more than 1.5” of dead bees (when spread evenly across the bottom of the package) upon delivery. • You agree that you will not refuse your order if it arrives in poor condition. If shipment is refused, a refund will not be issued. If shipment arrives with all or nearly all the bees dead or package is damaged (with more than 1.5” of dead bees spread evenly across the bottom), you must contact us within 24 hours of receipt or the guarantee is void. • For a claim to be filed with UPS/USPS and to receive a refund, Mann Lake must be contacted within 24 hours of delivery. UPS requires a photo of the shipping label and the dead/damaged package showing more than 1.5 inches of dead bees on the bottom of the package when spread evenly. USPS requires the Postal Clerk must submit an internal form PS2856 for proof of damage. A photo is also needed for online claim submission for Mann Lake. Required documentation should be submitted on our website via the Package bee help page. Please refer to the special instructions attached to your package of bees for additional information.
What happens if my package gets lost?
If your package is lost in transit, we will file a claim with the carrier for you. Send us a message, with your order number and we will file a claim and send a replacement order if the carrier is unable to locate your shipment.