Refund policy

Perishable goods or those made to order are not permitted to be returned.  For the avoidance of doubt this means we cannot accept returns for any reason on

• Mantis or other live insects, whether they are sold as pets or feeders.
• Eggs
• Any enclosure or item that has been built or customised for you.

For other items, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, and in its original packaging. 

To start a return, you can contact us by email stating your reason for a return.  As long as your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question by email. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We reserve the right to reject claims for damaged or defective goods if they are made outside of 24 hours of receipt, or, in the event of live or perishable products, if you were not available to take delivery immediately and on the first attempt.  

Exceptions / non-returnable items
Other than perishable or custom products (as outlined above), unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.