At Bug Pets, we ship our live invertebrates by Royal Mail’s Special Delivery Guaranteed by 1pm® within the UK, however, dispatch may take several working days. We ship from Monday through to Thursday but do not ship out on Fridays and weekends to prevent livestock from being stored for longer than necessary unattended in postal warehouses.
If an order is placed containing a live invertebrate without the appropriate livestock shipping, we will refund the order and reach out to you via email to place it once again. Live food items like crickets and cockroaches do not need to be ordered via live-on-arrival guaranteed livestock shipping and are not covered under any circumstances by the live-on-arrival pet invertebrate guarantee.
Orders placed via ‘non-DOA (dead on arrival) guaranteed methods are, naturally, not eligible for the live-on-arrival guarantee. We do not look to make a profit based on shipping “insurance” by offering a cheaper and more expensive shipping option. We value the health of our pets, and all livestock shipping options are considered exceptionally safe. We aim to make these wonderful animals accessible to all via affordable shipping options.
All live pet invertebrates, as listed below, are eligible for the Bug Pets live-on-arrival guarantee. The live-on-arrival guarantee entitles you to a full refund of any pet invertebrates you’ve ordered in the rare event that your pets arrive deceased or severely injured at your door. The live-on-arrival guarantee is only valid for 24 hours after arrival, after which you can no longer claim a refund, as we have no control over the conditions in which our customers choose to keep the animal.
A video of the deceased animal must be provided to us by email within 24 hours of arrival to be eligible for a refund via the live-on-arrival guarantee. Many of the critters we sell feign death during stressful situations as a way to protect themselves in nature. With video proof, we can ensure the customer that there are no misunderstandings over the condition of the animal that may result in its premature death.
We ship our orders via royal mail. After your order is shipped, you will receive a confirmation email from us, along with both an email and text from Royal Mail containing the tracking number for your order. It is the sole responsibility of the customer to ensure that they will be home to collect the order. Any orders refused by the customer are not eligible for the live-on-arrival guarantee. Furthermore, missed / uncollected orders are not eligible for our live-on-arrival guarantee, and will not be refunded.
Our live-on-arrival guarantee does not cover any cases of negligence on behalf of the customer. Deaths or injuries within the 24-hour window of arrival that are unrelated to their journey in transit cannot be refunded. This means, if, within 24 hours of arrival, you place your live invertebrates into an unsuitable environment that results in injury or death, we cannot refund or replace your order. On the other hand, if your pet sustains a fatal injury in transit and dies within our 24-hour window, you are eligible for a refund or replacement.
We must be given the opportunity to review and assess the wellness and status of the animal before any refunds or replacements are processed.
Please note that refunds or replacements cannot be issued for animals that have been disposed of, released, or otherwise removed from their initial shipping container before we have had a chance to review their condition. Additionally, we reserve the right to request further evidence, such as additional photographs or videos, to confirm the condition of the animal before issuing a refund or replacement.
The following live animals are eligible for our live-on-arrival guarantee:
- Jumping spiders
- Praying Mantis
- Stick Insects
- Moths & Butterflies
- Snails & Slugs
7-DAY HEALTH GUARANTEE
For £1.99, the 7-Day Health Guarantee ensures that any live pet invertebrate purchased from Bug Pets LTD will remain alive and in good health for 7 days from the date of purchase. If your pet invertebrate dies or becomes seriously ill due to illness that is beyond your control, you may be eligible for a full or partial refund, or a replacement animal at our discretion.
You must notify us within 24 hours of the pet invertebrate’s death or the discovery of a serious illness and provide a minimum of 5 second video evidence clearly showing the condition of the animal. We may ask for further footage on the condition of your animal before initiating a refund or replacement.
The 7-Day-Health-Guarantee does not cover negligence or mistreatment of the live invertebrate on part of the recipient, and we reserve the right to refuse refunds or replacements in these circumstances.
The following health issues are legible for our 7-day-health guarantee:
- Abnormal & erratic twitching movements indicative of neurological damage. (not camouflage swaying movements)
- Subdermal black markations indicative of infections.
- Fungal infections where the fungus is visible on the exoskeleton
- Sudden death syndrome
- Missing limbs (not including antennae)
- Compromised exoskeleton, abdominal punctures, shell cracks
- Dyskinetic syndromes
- Black Eye-Rub
The following live animals are eligible for our 7-day-health guarantee:
- Jumping spiders
- Praying Mantis
- Stick Insects
- Moths & Butterflies
- Snails & Slugs
Please note that we do not accept the return of any live invertebrates, feeders, pets, or otherwise. Any damaged items must be reported to us within 24 hours of arrival. We accept the return of unused or unopened items in their original packaging within 30 days of dispatch. With all returns, the customer is responsible for the shipping costs. Items must be returned in their original packaging wherever possible. This returns policy does not affect your statutory rights.
Cancellations must be made at least two days prior to the shipping date.
TERMS OF SERVICE
By purchasing any products of live invertebrate stock from our website you declare that you have read and agreed on the following:
We do not accept any returns of live invertebrates or plants. All other goods purchased from us may be returned as per our returns policy.
It is the sole responsibility of the customer to ensure that they are able to receive the parcel on the day it is scheduled to arrive. Any invertebrate which arrives deceased must be reported to us within 24 hours of you receiving the package on the designated arrival day. We can not be held responsible for animals left in parcels at the courier or post office past their delivery date. If you do not report within the 24-hour window with a corresponding video of the deceased animal, any claim will be void and no refund or replacement will be due.
For any claims of invertebrates arriving deceased, please supply us with a full-coloured 5 second video of the animal along with the order number so we can process your claim.
The live-on-arrival guarantee covers illnesses, injuries or deaths of animals during transit only.
We cannot be held responsible for any injuries or deaths caused by any live animals purchased from Bug Pets LTD. It is the sole responsibility of the customer to thoroughly research the animals they purchase, how to care for them safely, and how to avoid injury.
We are not able to refund critters that die within the 24-hour window due to improper husbandry. Deaths due to negligent care on behalf of the customer will never be eligible for refunds.
We must review and assess the animal’s condition before issuing refunds or replacements via pictures and footage supplied by the customer.
- We reserve the right to request additional evidence, such as more photos or videos, before processing refunds or replacements.
Refunds or replacements will not be issued for animals, deceased or alive, that have been disposed of, released, or removed from your care before our review.
It is the sole duty of the customer to ensure, before purchasing any live pet invertebrates, that they have researched care accordingly. Bug Pets cannot take responsibility for the keeping conditions of any animal outside of our store.
Sometimes, our prices may have to change. We reserve the right to do so without prior notice.
Though we always strive to have up-to-date information on our website about our animals, this isn’t always possible and information given on size, age, colour, is therefore only approximate. Product images, and content about our animals is always approximate, allowing for variation in appearance, temperament, handleability, venom potency, and so on. It is the sole responsibility of the customer to fully research information regarding the animal they purchase.
We cannot guarantee with absolute certainty the sex of our animals. Livestock is sexed with a large degree of certainty from experienced keepers. We cannot refund any animals based on the claim that they are not the sex specified.
Due to the variation in colour, markings, and appearance of certain species of live invertebrates, we cannot issue livestock refunds due to variance in the appearance of the animal received.
We aim to replace or refund any DOA (deceased on arrival) animals. However, if we do not have another of the deceased species in stock, we will not be able to replace your order and will fully refund you instead.
- During extreme weather or temperatures (hot or cold) We reserve the right to postpone shipping live invertebrates.
Once the invertebrates are in transit they become the responsibility of the shipper.
We cannot be held responsible for any deaths or injuries, caused by our invertebrates, howsoever caused.
We ship Monday through to Thursday to ensure your animals arrive next day. It may take up to 5 working days to process your order ready for shipping.
We reserve the right to charge a handling fee of 5% for cancelled orders.
It is your responsibility to know the laws on importing goods from the U.K. to your country and you acknowledge that you are responsible for customs fees and charges where applicable.
We reserve the right to change and adjust our terms of service at any point.