Shipping & Returns
We offer a premium express courier service to a physical address. We package items in a larger foam box and offer door to door tracking and additional dispatching days.
Unless you specify otherwise, we will send your Beneficial Insects on the next possible shipping day. You could also request delayed delivery in the Order-Specific Comments box.
Return & Exchange Policy?
We will exchange or refund your purchase (with prior notification) within 14 days of the original shipment date. All returned item(s) must be accompanied with a return form.
The item(s) must be returned in new, unused condition and in the original packaging to obtain an exchange or refund (minus any postage). We will not accept item(s) returned otherwise. Additional delivery charges may apply in some exchange/refund circumstances.
Postage charges are not refundable unless the item(s) is faulty (defective materials and/or workmanship) or not as per ordered.
Where the item(s) is faulty or not as per ordered, we will provide a full refund or exchange at no cost to the customer.
Please contact us for specific advice on how and where to return a faulty item.
For all biological treatments see the appropriate section within the conditions of use.
When will you send my purchase?
We ship orders Monday, Tuesday and Wednesdays and allow 2 days delivery. Orders need to be received by noon to be shipped on the same day. We don't send items before clear funds are available if payment is by personal cheque payment. These orders can be tracked. If the delivery is delayed and the delivery was correctly addressed we will refund your delivery charge.
Can I track my order?
You are able to check the status of your order by logging into My Account. We update the order status throughout the day.
My order hasn't arrived. What happens now?
Most likely, there has been a delay with the courier. If you think that you have waited a reasonable amount of time, contact us and we will endeavour to find out what has happened.