Damaged Goods and Returns:

We prepare your orders with care, but occasionally an item may arrive damaged or defective. We guarantee your satisfaction, and we can only do so if you notify us immediately if you receive damaged or defective merchandise. Retain all packing materials and have them available when you call so we can address the issue and initiate a claim against the carrier if necessary.

Live insects and eggs CANNOT be returned. If there is a problem with a shipment, please contact a representative to discuss what can and will be done about it.

If, within 30 days, you decide that you are not pleased with the item that you ordered, please contact us for a Return Authorization number. Electronic items are subject to a 15% restocking fee if returned, unless the product was received in error (our fault).

Shipping costs will NOT be refunded on voluntary returns. If the product you received from us was clearly NOT the product you ordered, then we will cheerfully cover the cost of returning the mistaken product to us and shipping you the correct product in its place. In most cases, we will generate a return label which will accompany the replacement item.

If you decide that you do not wish to keep the product that you ordered, we will accept returns within 30 days of purchase and we will refund the purchase price of the product less the re-stocking fee where applicable. Under no circumstances will we be responsible for shipping charges on voluntary returns.

Failure to obtain a Return Authorization will delay processing of your return. Merchandise must be received within 15 days of Return Authorization.

We cannot under any circumstances offer refunds on returned insects. Natural Pest Products Store cannot guarantee that beneficial insects will perform to your expectations, but we do guarantee that they will arrive alive. In most cases, the insectary includes a pre-determined percentage of extra bugs to account for mortality in transit.