Refund policy

 

Returns

We are unable to accept returns on live insects, due to their delicate nature, so please make your selections carefully. 

 

Refunds

We offer a 100% Live Guarantee on all our insects. 

 

If you should experience any substantial losses, please submit a live guarantee claim via the website. 

 

 

To account for any small losses that may occur, each tub / bulk has extra insects added (up to 20% depending on the quantity ordered).

 

Terms & Conditions:

 

Crazy Critters will issue a store credit or otherwise replace or refund any live insects that perish during transit provided that: 

• we are notified immediately after delivery (within 24 hours);
  
  
• photographs demonstrating losses are provided; and
  
  
• losses are equal to or more than 20% of the product. 

It is at our discretion as to whether a store credit, replacement or refund is issued to compensate for losses. 

 

We can not be held responsible for late collection of live insects, including delays in retrieving deliveries (orders left unattended at the shipping address) or orders awaiting collection at the Post Office.

 

It is the responsibility of the customer to assess local weather conditions before placing any orders for live insects.

 

While we do our best to ensure ideal temperatures are maintained during transit, we do not have the capacity to independently assess each delivery area to determine if forecasted weather may be a potential issue.

 

Shipping Delays

 

Please be advised that we do not offer refunds on orders based solely on shipping delays.

 

Once your order has been dispatched we have no control over shipping processes or timeframes. 

 

We try our best to keep you informed of any shipping delays that come to our attention. These announcements can be viewed on our Shipping Policy page.

 

All orders are sent by Express Shipping via Australia Post and tracking details are provided by email.

 

You can opt-in for delivery updates via email (or SMS text message) or download the Australia Post mobile app here.

 

Under our 100% Live Guarantee, we offer a store credit, replacement or refund if your live insects perish during transit (subject to terms and conditions), and sometimes will include losses caused by shipping delays.

 

If however your live insects arrive a little later than expected but otherwise in good condition there isn't much else for us to do, other than apologise for the inconvenience.   

 

 

❝ We reserve the right to correct,
update or change our refund policy
at any time without notice. ❞