Support
Returns and Refunds
Cancelling before dispatch
You can ask us to cancel an order before it is dispatched. Contact us as soon as possible. If the colony has not yet been prepared or sent, we will cancel the order and refund any payment you have made. Because colonies are living animals, changes may not be possible once an order has been prepared.
Returning live animals
Because colonies are living animals, please do not send one back without agreeing it with us first. Contact us and we will tell you what is possible in your case.
A problem with your order
If your order arrives damaged, in poor condition or not as described, contact us as soon as possible with photographs or a short video. See the Live Arrival Policy for what to do on arrival.
If we cannot deliver
If an order cannot legally or operationally be shipped, we will contact you and agree what to do. If you decide to cancel, the amount you paid for the undelivered item is refunded. See the Shipping Policy.
How refunds are paid
Refunds are paid by the method used for the original payment, which for a bank transfer is the account the payment came from, unless we agree otherwise with you.
Your statutory rights
This page does not affect any rights you have as a consumer under the law that applies to you.