Returns & Refund Policy
Returns
Bugs Alive products are live or frozen insects or animals and do not use preservatives of any kind other than freezing. Dried insects may contain a very small amount of preservative or desicator to keep dried insects fresh.
Live insects require appropriate storage environments to maintain health. Bugs Alive supplement or fertisiler products are also all natural and do not contain preservatives.
Bugs Alive products are packed fresh to order (except frozen, dried & supplements items) with full quality assurance processes in place. If you have an issue or claim, please contact us immediately and use the following as a guide.
Bugs Alive cannot accept returned animals (alive or frozen), however please contact us with your query as we may be willing to offer you a refund or credit.
Bugs Alive does NOT accept responsibility for couriers/freighters. In order to ensure our products arrive fresh and live, we do not post to certain regions due to lengthy transport options.
To be eligible for a return for non-perishable items, your item must be unused, in the same condition that you received it and be in the original packaging. We will gladly replace defective items with the same or equal value.
Non-returnable items:
- Items on sale
- Perishable goods such as insects, and frozen items
- Buyer’s remorse – you change your mind after purchase
To complete your return, we require:
- receipt or proof of purchase
- product details and explanation of issue
- photo/s clearly showing issue
Please email the above to sales@bugsalive.com.au within 14 days of purchase.
Refunds
At Bugs Alive, we strive to provide our customers with the best online shopping experience possible. However, we understand that sometimes, you may need to request a refund for your purchase.
Please note that as we allow self-collection and post products, it is important to ensure that you click on the correct option at checkout. We do not provide free postage. Any refunds that are requested due to user error will be subject to a small fee. This is because the e-commerce providers charge fees for refunds that are requested via their platform.
We will always strive to work with you to resolve any issues or concerns that you may have with your purchase. If you need to request a refund, please contact us as soon as possible so that we can assist you in the process.
Thank you for shopping at Bugs Alive, and please do not hesitate to reach out to us if you have any questions or concerns.
Refund procedure:
If your return request is approved, you will be requested to post or deliver the item to our mailing address. Once received and inspected to confirm the issue, you will be emailed to notify you of the outcome and your refund or replacement will be processed.
Please note we will not accept any returns, unless we have authorised it in the first place.
Late or missing refunds:
If you haven’t received you refund after 7-10 business days, check with your financial institution, as it may take some time before your refund is officially credited to your account.
If you still have not received your refund, please contact us at sales@bugsalive.com.au.
Shipping:
We do not post live insects or frozen products to some areas due to lengthy freight times. These areas will be evident at checkout.For frozen items outside Queensland, a manual freight quote is required as air-freight providers currently do not integrate with our e-commerce provider. Please email sales@bugsalive.com.au for a quote. A quote may take 1-2 business days to receive.
To return your product, you should mail your product to:
PO Box 782,
BUNGALOW, CAIRNS QLD 4870
Australia
Shipping costs are non-refundable. You will be responsible for return item shipping costs.
Replacement item shipping costs will be covered by Bugs Alive.
If you are shipping items over the value of $75 AUD, you should consider using a trackable shipping service or purchasing shipping insurance.
Bugs Alive does not guarantee shipping services, only our products.