Refund policy

Live & perishable products

Isopod King sells live isopods, springtails, and other perishable bioactive products. For animal-welfare and biosecurity reasons, live or perishable items cannot be returned after they have shipped.

Order changes & cancellations

Use the contact form as soon as possible if you need to change or cancel an order. Requests can take up to two business days to process, and we cannot guarantee that an order can be stopped after fulfillment has begun. Verify your shipping address and order details before checkout.

Live-arrival claims

A qualifying live-arrival issue must be reported within one hour of the carrier-recorded delivery or pickup time. Submit your order number, clear photos of the affected animals and all packaging, and a brief description through the Isopod King contact form. Keep the animals, products, and packaging until the claim is resolved.

Coverage requires compliance with the shipping method, temperature, tracking, and pickup requirements in our Shipping Policy. Customers are responsible for providing a complete and accurate address, monitoring tracking, collecting Hold for Pickup packages the same day, and bringing home-delivered packages indoors within one hour.

Resolutions & exclusions

When a live-arrival claim qualifies, Isopod King may provide a replacement or store credit. We do not issue cash refunds for live or perishable products.

Shipping charges, carrier delays, incorrect or incomplete addresses, stolen packages, refused deliveries, unclaimed pickup holds, and failures to follow the Shipping Policy are not refundable. Repeat replacement requests are reviewed case by case.

Natural variation

Live animals naturally vary in size, color, pattern, and appearance. Approximate sizes, count estimates, and representative photos do not guarantee an exact individual appearance.

Non-live merchandise

If a non-live item arrives damaged or incorrect, contact us within seven days of delivery with your order number and photos. Do not send anything back without written authorization. Approved non-live returns must be unused and in their original packaging. Unless the item was damaged or incorrect, return shipping is the customer’s responsibility.

Need help?

Send questions or claims through the contact form. We generally reply within one to two business days, excluding weekends and holidays.