Returns Policy

At Isopods.co.uk, we want you to be happy with your order. Please read our returns policy carefully before making a purchase.

Live Goods

Due to the nature of live animals and live feeder products, all sales of live goods are final. We do not accept returns, exchanges, or cancellations on any live goods once an order has been placed or dispatched.

This includes, but is not limited to:

  • Live isopods
  • Live invertebrates
  • Live feeder insects
  • Any other live livestock

This policy is in place for animal welfare, hygiene, and biosecurity reasons.

Live Arrival Guarantee (DOA Policy)

We take great care in packaging all live goods to ensure they arrive safely. However, due to the nature of shipping live animals, we offer a limited Dead on Arrival (DOA) guarantee under the conditions outlined below.

The DOA guarantee is only valid when Royal Mail Special Delivery (RMSD) is selected at checkout. This service provides a guaranteed, time-sensitive delivery which is essential for the safe transport of live animals.

Eligibility for DOA Claims

  • Royal Mail Special Delivery (RMSD) must be selected as the shipping method
  • A clear photo of the deceased livestock must be provided within 2 hours of delivery
  • The photo must show the contents in the original, unopened packaging where possible
  • The parcel must not have been left unattended for an extended period (e.g. in direct sunlight, cold conditions, or outdoors)

Non-Eligible Orders

Orders shipped using any service other than Royal Mail Special Delivery are not covered by our DOA guarantee. By selecting a non-guaranteed shipping method, you accept full responsibility for any loss or mortality during transit.

Resolution

Where a valid DOA claim is approved, we will offer a replacement of the affected livestock. Refunds are not guaranteed and are issued at our discretion.

Important Notes

  • Shipping delays caused by the courier are outside of our control
  • We are not responsible for failed deliveries due to incorrect address details or missed delivery attempts
  • We strongly recommend being available to receive your delivery on the first attempt

To submit a DOA claim, please contact us at help@isopods.co.uk with your order number and supporting images.

Dry Goods

Dry goods may be returned if they are unused, unopened, and in their original condition. If you would like to request a return for dry goods, you must contact us within 14 days of delivery.

Returned items must be sent back in a resaleable condition. We reserve the right to refuse a refund if returned goods show signs of use, damage, or are not in their original packaging.

Non-Returnable Dry Goods

For hygiene and quality-control reasons, some dry goods may not be eligible for return if opened or used. This may include substrate, leaf litter, rot wood, and similar consumable or natural products once opened.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible so we can review the issue. Where possible, please include your order number and clear photographs of the item and packaging.

How to Request a Return

To request a return for eligible dry goods, please email help@isopods.co.uk with your order number and reason for return.

Please do not send any items back without contacting us first.

Refunds

Once returned dry goods are received and inspected, any approved refund will be processed to your original payment method. Original shipping costs are non-refundable unless the item was faulty or sent in error.

Customers are responsible for return postage costs unless the return is due to our mistake or a faulty item.

Contact

If you have any questions about this returns policy, please contact us at help@isopods.co.uk.