Refund policy

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 when packing all live goods to give them the best possible chance of arriving safely. However, because live animals are being shipped, our Live Arrival Guarantee is offered only under the conditions below.

Eligibility for DOA Claims

To qualify for a Live Arrival Guarantee claim:

  • The delivery must not be missed.
  • Someone must be available to receive the parcel on the first delivery attempt.
  • We must be notified by email on the same working day as delivery.
  • Claims must be sent to help@isopods.co.uk.
  • Clear photos of the perished livestock must be provided.
  • Photos should show the affected livestock clearly, along with the original packaging where possible.

Shortages and Missing Livestock

All live animals are carefully counted before being placed into their containers for dispatch. However, some species and juveniles can be extremely small, may hide within the packing material, or may climb onto hands, clothing, or nearby surfaces while the container is being opened.

Customers should open live-animal containers over a larger empty tub or secure enclosure and carefully inspect all leaves, cardboard, paper, substrate, moss, and other packing materials before reporting a shortage.

Any suspected shortage must be reported by email to help@isopods.co.uk on the same working day as delivery.

Shortage claims must include:

  • Your order number.
  • The species and quantity believed to be missing.
  • Clear photographs or a video showing the full contents of the container.
  • Photographs of all packing materials after they have been carefully checked.
  • Photographs of the original container and packaging.

Shortage claims reported after the same working day as delivery may not be accepted, as we cannot verify whether livestock has been overlooked, escaped, perished, or been consumed by other animals after delivery.

Where a valid shortage claim is approved, we may offer a replacement, refund, or account credit at our discretion. Any resolution will be based on the confirmed shortage only.

Non-Eligible Orders

Orders are not covered by our Live Arrival Guarantee if:

  • The delivery was missed or not accepted on the first delivery attempt.
  • The parcel was left unattended, delayed in collection, or exposed to unsuitable conditions after delivery.
  • We are not contacted on the same working day as delivery.
  • Clear photo or video evidence of the issue is not provided.
  • Incorrect or incomplete delivery details were provided at checkout.
  • A suspected shortage is reported after the same working day as delivery.
  • The container and all packing materials were not thoroughly checked.

Resolution

Where a valid DOA or shortage claim is approved, we may offer either a replacement, refund, or account credit.

The choice of resolution is made at our discretion and will depend on the circumstances, livestock availability, weather conditions, and shipping suitability.

Important Notes

Shipping delays caused by the courier are outside of our control.

We are not responsible for failed deliveries caused by missed delivery attempts, incorrect address details, delayed collection, or parcels being left unattended after delivery.

We strongly recommend being available to receive your delivery in person on the first delivery attempt.

To submit a DOA or shortage claim, please email help@isopods.co.uk with your order number and clear supporting photos or video on the same working day as delivery.

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.