The Insect Shop Store Policy

Customer Care

At TheInsectShop, we aim to provide high-quality invertebrates and supplies, along with a smooth and reliable customer experience. This policy explains how returns, refunds, and replacements are handled.

1. Returns (Non-Live Products Only)

We accept returns for non-live items such as enclosures, tools, décor, and dry goods.

To qualify for a return:

Items must be unused, in original packaging, and in resellable condition.
You must contact us within 14 days of receiving the item.
Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.

Once the returned item is received and inspected, a refund or replacement will be issued.

2. Live Invertebrates (No Physical Returns Accepted)

Because live animals cannot be refunded for change of mind, orders containing invertebrates are not eligible for standard returns or refunds.

Live purchases are instead protected by:

Live Arrival Guarantee
Three-Week Live Cover Guarantee

These guarantees offer store credit or replacements, not monetary refunds, for eligible claims (see Shipping & DOA Policy).

FOR RETURNING LIVE INVERTS PLEASE REFER TO OUR ADOPTION & REHOMING PAGE ->

3. Refund Policy

Refunds Available For:

Approved returns of non-live items.
Incorrect, damaged, or faulty non-live products.

Refunds are issued to your original payment method once the return is received and verified.

Refunds Not Available For:

Live invertebrates (covered by replacement/credit guarantees only).
Change-of-mind purchases.
Items damaged by customer misuse or improper setup.
Orders left uncollected, exposed to extreme temperatures, or impacted by courier delays.

4. Order Cancellations

Non-live orders can be cancelled before dispatch for a full refund.
Live invertebrate orders may only be cancelled before packing has begun.
If packing has started, a 20% restocking fee may apply to cover preparation and materials.

5. Damaged or Incorrect Items

If your order arrives with incorrect or damaged non-live items:

Notify us within 48 hours of delivery.
Provide clear photos of the issue.
We will arrange a replacement, store credit, or refund depending on the situation.

raph in your Customer Care section. Click here to add your own text and edit me. It’s easy. Just click “Edit Text” or double click me to add details about your policy and make changes to the font. I’m a great place for you to tell a story and let your users know a little more about you.