We are committed to quality and customer service. Please read this policy carefully to understand your rights and obligations when purchasing from us.
Change of Mind
We do not offer refunds for change of mind on live plants, bioactive organisms, or perishable goods.
For non-living products, change of mind returns may be considered within 7 days of confirmed delivery, provided:
- The item is unused
- It is in original packaging
- It is in resalable condition
- Proof of purchase is provided
Return shipping costs are the responsibility of the customer. Please contact us before returning any item.
Live Plants & Bioactive Organisms (Live Arrival Policy)
Live organisms are sensitive to environmental conditions and must be inspected immediately upon delivery.
If a live plant or bioactive organism arrives deceased or in poor condition, you must contact us within 24 hours of confirmed delivery.
To lodge a claim:
- Ensure the parcel was collected on the same day it was marked delivered.
- Take clear photographs of the item and packaging.
- Submit your claim via our Contact Us page or return email with photos attached.
Claims made after 24 hours of delivery may not be accepted.
Live arrival guarantees do not apply where:
- Temperature guidelines were exceeded at the customer’s request
- Parcels were left unattended in direct sunlight or extreme heat
- Collection from a post office was delayed beyond 24 hours
- Incorrect delivery details were provided
- Animals deteriorate due to husbandry, environment, or care after delivery
Approved claims will result in either a replacement (if available) or a refund of the item cost. Original shipping fees are non-refundable.
Live organisms cannot be returned due to biosecurity and welfare considerations.
Refunds or Exchanges
If a non-living item arrives damaged or incorrect, please contact us within 7 days of confirmed delivery with photos.
If approved, we will arrange a replacement, store credit, or refund as appropriate.
We may require the damaged item to be returned before processing a refund.
Shipping & Delivery Responsibility
Once tracking confirms delivery, responsibility transfers to the customer. Please ensure someone is available to receive live deliveries, particularly during warmer periods.
If your parcel is marked as delivered but cannot be located, please contact the shipping carrier first. We are happy to assist with investigations where needed.
Our Quality Commitment
All plants and organisms are inspected prior to dispatch and packed carefully within defined temperature windows.
We aim to provide fair and reasonable outcomes in all situations. If you have any concerns at all, please reach out so we can make it right.
Questions or Concerns
If you have any questions or need assistance, please reach out via our Contact Us page or on social media.