Refund Policy
Return & Replacement Policy
We understand that things don't always go as planned—especially when dealing with live animals, insects, and plants. Our goal is to make sure you're taken care of, and that includes offering fair solutions when something goes wrong. While we do not accept physical returns of live items, we will work with you to offer a replacement, partial refund, or full refund when the situation qualifies.
Feeder Insects (Roaches, Fruit Flies, etc.)
• All feeder insect orders include at least a 10% overcount to cover minor losses during shipping.
• If more than 10% of the insects arrive dead, you may qualify for a resolution.
• To qualify, you must:
o Contact us within 2 hours of the recorded delivery time.
o Provide clear, time-stamped photos or video of the unopened container showing the condition of the insects.
• Based on what we see, we may offer one of the following:
o A replacement shipment (shipping cost covered by you unless waived),
o A partial refund, or
o A full refund for the item (excluding shipping).
Live Animals (Pet Roaches, Specialty Species)
• If a live animal arrives dead on arrival (DOA) and our Live Arrival Guaranteeconditions are met, we can offer:
o A replacement (if the animal is still in stock),
o A partial refund, or
o A full refund for the animal’s purchase price.
• Shipping fees are non-refundable, and any replacement shipping must be paid by the buyer unless we agree otherwise.
Live Plants (Carnivorous Plants)
• Plants are guaranteed to arrive alive. However, minor cosmetic damage—such as bent leaves, slight wilting, or disturbed soil—is normal during shipping and does not qualify for a refund or replacement.
• If your plant arrives completely dead, you may qualify for a resolution.
• To qualify, you must:
o Contact us within 2 hours of delivery.
o Provide clear photos of the plant in its original packaging.
• If approved, we will offer one of the following:
o A replacement,
o A partial refund, or
o A full refund (excluding shipping).
Important Notes – Please Read Carefully
• We do not accept returns of any live product. Please do not mail anything back to us unless we specifically ask you to.
• Minor imperfections do not qualify for refunds. Bent antennae, wrinkled leaves, or other small flaws that don’t affect the animal’s or plant’s health are considered normal.
• You are responsible for being home to receive your package and for caring for the live item as soon as it arrives. If a package is left outside too long, handled improperly, or placed in an unsafe environment, it may void your eligibility for a refund or replacement.
• Proof is required. We can only approve claims when we receive photo or video proof within 2 hours of the delivery time. This is important to ensure the claim is valid and that we can help you as quickly as possible.
• Fairness matters. If we notice frequent claims from the same customer, or if shipping problems repeatedly occur in your area, we may choose not to offer replacements or refunds in the future.
• If the item is out of stock, we’ll offer a refund instead of a replacement.
We want you to have a great experience. If something's not right and you're unsure whether it qualifies, send us a message—we'll do everything we can to help and resolve it fairly.