No Recruit Left Behind
This guarantee covers one thing: your crew arriving alive. Every culture we ship is an active, breeding-age colony, packed to survive the trip. Here's what we do if one doesn't.
What's covered
If your culture arrives with no live springtails, we'll send one replacement crew free of charge. If we can't replace it (for example, the species is out of stock), we'll refund the order instead.
How to file a claim
- Email [email protected] within 48 hours of the USPS delivery scan.
- Include your order number and a clear photo or short video of the culture in its original container, with the shipping label visible.
- We review every claim and reply within one business day.
There's no need to send anything back.
Before you file
Springtails often go still and hide in the substrate after transit. Open the container, mist lightly, and check again in a few hours. Most “dead” cultures are just resting.
Your part of the mission
- Be ready for delivery. Bring the package inside the day it arrives. A box left in a hot mailbox or on a freezing porch is the biggest threat to a live shipment.
- Check the address. Make sure your shipping address is correct at checkout.
What's not covered
- Anything after a live arrival, including losses once the crew is in your enclosure (see Boot Camp for care).
- Claims made more than 48 hours after delivery, or without a photo or video.
- Packages left outside or in a mailbox overnight.
- Packages lost or delayed because of an incorrect shipping address.
- More than one replacement per order. If a replacement also fails, contact us and we'll work it out case by case.
We may decline claims that don't meet these terms.
Weather holds
We watch the forecast along the route. In extreme heat or cold we may hold your shipment a day or two so your recruits travel safely.
Questions?
Email us at [email protected].