Arrive Alive Guarantee

Our critters come with an “Arrive Alive” guarantee – read below and then contact us.

Friendly Bugs will send a replacement colony to you with our next insect dispatch OR offer a full refund* if your insects arrive un-alived.

Information, details and eligibility for this guarantee is provided below:

● We expect there to be some springtails or isopods that might not survive the journey, due to clumsy handling by our dedicated postal service or natural expiration.

● We try to cater for this eventuality by being generous in our numbers when we are packing to ensure you at least receive the number you purchased in good condition.

● Your colony will include a range of ages and sizes from tiny juveniles to still very fully grown adults. They do like to hide in the moss, so give them time to come out.

● We require a short (approx. 15 seconds) video as evidence of what you received.
● You must include all packaging etc. in the background of your video.

● We can only apply the Arrive Alive Guarantee where an initial enquiry was made within 3 days of the delivery date and time recorded by Australia Post of the parcel and where the correct delivery address was provided by the customer.

● If you are concerned that a large majority of your colony has been delivered deceased, then please contact us asap for further advice to help your colony or to utilise our Arrive Alive Guarantee.

● We will likely ask you to persevere with your original colony using the instructions provided for at least a few days and ask you to report back to us prior to the next dispatch date (this extra time does not affect your eligibility for the guarantee as long as you have let us know there may be an issue).
● In our experience, just a little time is often all a colony needs to become fully visible.
● If nothing else, you may be able to save a few insects to add to your replacement colony.

● Resend or Refund – our first option offered will always be a resend.
● Full refunds will only be given at our discretion and only once Friendly Bugs are satisfied that delivery to your address is not feasible.

*Eligibility for the Arrive Alive guarantee is an agreement that relies on you taking care of your end of the delivery as detailed above and that you have followed the steps to contact us to let us know of any issues in plenty of time. We want everyone to be happy with their purchase – so we will ensure to treat everyone with as much understanding as granted to us.