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A few questions first. The answers cut out several rounds of back and forth, and they let us give you something specific instead of general.
On your confirmation email, after the #. This lets us see exactly what shipped and when, which saves a round of questions.
If it was not from us, say so here.
Rough is fine. Humidity in particular decides which predators can establish at all, so a guess beats leaving it blank.
Before or after release. Residue is the most common reason a release underperforms, so this one matters more than it looks.
Optional, but a photo of the damage usually settles the question faster than a description. Leaf undersides and new growth are the useful angles.
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We read every one of these. Expect a reply within two business days.