We reserve the right to amend these Terms & Conditions at any time.

 

1. Order Processing & Dispatch

• Live orders are shipped via a 24‑hour postal service, counted from the moment you receive a dispatch confirmation.

• We dispatch Monday to Friday.

• Most orders are shipped the day after purchase, but processing may take 2–3 working days during busy periods.

• Your order is only confirmed once you receive a dispatch notification.

• All orders include a Royal Mail tracking number, and tracking updates are sent directly to you via email and text.

• We cannot be held responsible for postal delays outside our control or knowledge.

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2. Age Requirement & Payment Terms

• You must be 16 or over to place an order. Orders for customers under 16 must be placed by a parent or guardian.

• All orders must be placed through the website and paid for immediately. Unpaid orders will be cancelled.

• Payments are accepted via the website checkout or PayPal.

• Cheques or bank transfers are only accepted by prior arrangement.

• Use of PayPal Credit or Klarna is at your own discretion; we are not liable for any debt, interest, or charges incurred through delayed payment systems.

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3. Combining Postage

If you wish to combine postage for multiple orders, you must contact us immediately after placing the order. If we are not informed, separate postage charges may apply.

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4. Collection Policy

We do not offer collection from our premises under any circumstances.

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5. Right to Refuse or Cancel Orders

We reserve the right to refuse or cancel any order at our discretion.

LIVE INSECTS

6. Live Arrival Guarantee

We guarantee live arrival or a replacement, refund, or store credit. However, we cannot guarantee live arrival if the parcel is returned to the sorting office due to unsuccessful delivery attempts. Please ensure someone is available to receive the order.

To claim the live arrival guarantee, you must provide:

• Your order number

• A clear photo and/or video of the deceased insect in or next to the original packaging

• Photos of the outside of the packaging box

If clear evidence cannot be provided, we cannot offer a refund, replacement, or store credit.

Time Limit

You must notify us within 24 hours of delivery. After this period, we reserve the right to refuse a replacement or refund.

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7. Damage in Transit

If any items arrive damaged, you must inform us on the day of arrival. You may be asked to return the damaged goods and packaging. Refunds may be issued as a replacement or store credit (postage costs are non‑refundable).

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8. Minor Limb Loss Policy

We do not offer refunds or replacements for insects that lose a leg, antenna, or whip during transport. While we take great care to prevent this, some species are more sensitive. Most insects are capable of regenerating lost limbs.

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If we believe the insect will not survive the limb loss, or if the damage is beyond what is acceptable, we will consider a refund, replacement, or store credit.

PLANTS & FRESH CUT FOLIAGE

9. Live Plants

We do not offer refunds or replacements for plants damaged in transit unless we deem the plant non‑repairable. Plants are naturally sensitive but typically recover well under correct care.

We cannot be held liable for plants dying after arrival due to:

• Incorrect watering

• Poor environmental conditions

• Inadequate lighting

• Re‑planting issues

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10. Fresh Cut Foliage (Browse)

Fresh cut foliage is a perishable, natural product. Once it has left our care, we cannot accept returns or offer refunds unless the item arrives damaged or unusable.

• All foliage is harvested to order, inspected, and packed carefully.

• Minor cosmetic imperfections, natural variation, or temporary dehydration during transit are normal and not considered faults.

• Foliage will rehydrate once placed in fresh water.

If you have concerns, please contact us on the day of delivery with clear photos. After the day of arrival, we cannot offer replacements or refunds, as we cannot verify storage conditions once the foliage is in your possession.

PRODUCT IMAGES & STOCK

11. Product Photography

Photographs of livestock, plants, and equipment may not depict the exact specimen or item you will receive. Many images are stock photographs. We cannot be held liable for any copyright issues relating to stock images.

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12. Stock & Pricing

We reserve the right to alter or remove stock and adjust prices at any time. Prices refer to individual items unless otherwise stated.

LIABILITY

13. Livestock & Equipment Use

We cannot be held responsible for any death, injury, or damage caused by livestock, equipment, or supplies purchased from us.

WHOLESALE CLIENTS

14. Wholesale Terms

Additional Terms & Conditions apply to wholesale trade clients. Please refer to the Wholesale Page for full details.