Every springtail and isopod culture we despatch is checked over before it leaves us — active, well-fed, and free from pests such as mites or mould overload. We back every order with a simple live-arrival guarantee.
Our Guarantee
We guarantee that your culture will arrive alive and in good health when our packaging and delivery guidance has been followed. If your culture arrives dead or in obviously poor condition, we’ll offer a replacement culture or a refund for the affected item, at our discretion.
How To Make A Claim
If there’s a problem with your culture on arrival:
- Contact us within 24 hours of delivery via our Contact page.
- Include your order number.
- Include clear photos or a short video of the culture as received, still in its packaging where possible.
We’ll review your claim and get back to you with next steps as quickly as we can — usually within 1–2 working days.
What’s Covered
- Cultures that arrive dead, or with the large majority of animals dead or visibly dying, due to a problem in transit.
- Cultures that arrive crushed, leaking, or with packaging that has clearly failed in a way that affected the animals.
What’s Not Covered
- Losses that occur after the culture has been accepted in good condition, due to incorrect housing, temperature, humidity or feeding once in your care.
- Delays caused by no one being available to receive the parcel, or the parcel being left somewhere unsuitable (e.g. a hot porch or freezing outbuilding) before you opened it.
- Claims made more than 24 hours after delivery, or without supporting photos/video.
- Natural attrition — small numbers of individuals not surviving transit is normal in any live culture and isn’t, on its own, grounds for a claim.
Helping Your Culture Get Off To The Best Start
Open your culture as soon as it arrives, let it acclimatise gradually to the temperature of its new home, and follow the setup steps in our Care Guides. A little care in the first few days makes a big difference to how quickly a new culture establishes.
This guarantee sits alongside, and doesn’t affect, your statutory rights — see our Terms & Conditions for full details.