Return, refund & warranty Policy
Returns may be requested by email at firstname.lastname@example.org; the following conditions apply: the request must be made within 14 days of receipt, and the items must be undamaged and in new, unused condition. All returns/refunds of products in good working condition have a 10% restocking fee. Please send photos of all products with your email, including your order #, any used items can not be returned, and all shipping costs back to us are to be covered by the recipient. Live or dead ants can not be returned to us. Once we receive the items, we will issue a refund.
All orders can be cancelled or altered within 72 hours after placing the order or before the items are shipped, whichever happens first. Such will incur a 10% restocking fee, as stated above. In addition, alterations to the order may incur additional charges or refunds depending on the value of the items involved in the alteration.
We deal with refunds on a case-to-case basis. For damaged products or defective products due to manufacturing issues, we would be happy to send a replacement or offer a product refund. We will ask you for photos of the damage and may or may not ask you to mail your damaged product back to us. The recipient will cover all shipping costs if we need a product to be mailed back to us.
Refund policy of Shipping fees:
Shipping fees on all orders are non-refundable as long as the package delivery has been completed. If an address has been supplied incorrectly to cause the incompletion of delivery, additional shipping fees will be applied. Shipping fees can be refunded if the incompletion of delivery was due to our negligence.
Warranties & responsibility for services and products:
Our warranty policy lasts 30 days for products that arrive safely but break or don't work as expected. If 30 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange; when we receive a valid warranty claim for a product purchased directly from us, we will repair the relevant defect or replace the product. If we cannot repair or replace the product within a reasonable time, the customer will be entitled to a full refund upon the prompt return of the product to us. We will pay for the shipment of repaired or replaced products to the customer, and the customer will be responsible for the return shipment of the product to us.
Live Specimen Refund/Exchange
Claims for dead-upon-arrival specimens must be made within 24 hours of receiving your package and include clear photos of the specimen, shipping box and all its content. Any shipping other than Xpresspost will VOID the warranty on live specimens. Packages must be claimed from Canada Post within 24 hours of the first attempt, or the warranty is VOID.
If live specimens arrive alive but die within seven days of receiving them, it will be up to our discretion to determine if this was due to neglect of the receiver; if no reason is found, we will reship or refund the live specimen (excluding shipping fee). Using gel farms or any other inadequate enclosure as well as not meeting the proper conditions required by the species will VOID the warranty.
If you live outside of Canada and accidentally purchase a live specimen and a refund is required, a 10% restocking fee will apply.
Please read the "Shipping Policy & FAQ" page for details on live specimen casualties and damaged packages during transit.