Question 1

Can I collect my order?

Accepted Answer

We do not offer collection. We are an online supplier only and are based at a private residence, not a shop.

Question 2

How do you ship live insects?

Accepted Answer

Shipping live invertebrates is very easy and safe.
 
We package all our orders up with enough fresh food and bedding to last the journey. The insects are then placed in a sturdy cardboard box and surrounded with lots of protective packing to ensure they do not get damaged during the journey.
 
If the temperatures are due to drop too low overnight, we may add in a free heat pack to keep them warm or delay your order.
 
We offer a live arrival guarantee and will replace or refund any dead or damaged invertebrates on receipt of a photo. We may request the insect back, or a video for verification. We must be notified within 24 hours of arrival.

Question 3

Do you accept returns?

Accepted Answer

Should you find any of the equipment or supplies to be faulty, please contact us within 48 hours. We may request the item to be sent back for inspection. We reserve the right to choose a direct replacement or a refund. This does not affect your statutory rights.
 
We offer a live arrival guarantee on invertebrates. On arrival if your invert looks dead please leave it in a warm room for a few hours to see if it is perhaps just cold or playing dead. Please contact us within 24 hours of arrival with a photograph. We will then offer a replacement, site credit or a refund.

If you change your mind and no longer want the invertebrate you ordered, we are happy to take it back. Return postage at 24-hour delivery minimum must be paid by you. The insect must arrive back in the same health and condition as it was sent. Contact us before sending.

Question 4

Can you provide me with a particular sex?

Accepted Answer

If you contact us before placing the order we will try our best to sex your invert order, however we cannot guarantee the sex.
 
We will always try to provide pairs when ordering more than one individual.

Question 5

Can I add to an existing order?

Accepted Answer

Yes, please email info@invertebratesupplies.co.uk and we can add into the order

Question 6

Where is my order?

Accepted Answer

We post orders Monday to Friday via Royal Mail 24-hour delivery. On shipping you will receive an email with a tracking reference number. Please use this on the Royal Mail tracking website for postage update.
 
If your package does not arrive within a week of receiving your confirmation of posting, please contact us and we will advise.
 
We reserve the right to delay posting your order, due to workload, stock levels or adverse weather. We will endeavour to advise should your order be delayed.
 
We do not offer a next day postage service from placing your order. Orders are posted within 2-3 days of your order. If you need your order sooner, please contact us.

Question 7

I have lots of eggs or babies, will you take these back?"

Accepted Answer

Yes, we are very happy to take back eggs and surplus hatchling stock. Please contact us to discuss further.

Question 8

Do you guarantee live arrival?

Accepted Answer

We guarantee live arrival on all invertebrates posted with special delivery or Royal Mail 24 hour. We are so confident of our packaging and delivery methods we are happy to guarantee this. Should something happen however, if we cannot provide a direct replacement, we will offer a full refund in compensation.

Please note that some species are a little more delicate than others and so may lose the occasional leg, antenna, or similar appendage. We will not refund for these unless its life changing for the insect.

Question 9

Can I have a photo of the animal I will be buying?

Accepted Answer

We will always try our best to try and meet the requests of our clients, however sometimes its not always possible to grab a photograph of one particular insect as many are kept in groups or in large numbers. Please contact us for specific requirements

Question 10

Can you ship to the EU or USA?

Accepted Answer

Sadly, we cannot ship to the EU due to changes in regulations. The USA is also not possible for live insects or wood products

Question 11

FAQ

If you cannot see your question below please contact us at info@invertebratesupplies.co.uk