Shipping & Returns

Shipping Policy

We offer a premium express courier service to a physical address. We can also delivery to Post Offices for collection, and to PO Boxes.
We package items in a form to best assist in their transport, being in a foam enclosed pack along with ice-bricks to assist in the temperature transition from our factory to the courier. It is common for the ice-brick to have melted when received, and this is expected and will not negatively impact on the quality of the nematodes received.
We provide door to door tracking.
The product is shipped to the address as entered when ordering. Please ensure that this is correct before finalising your order.
We are unable to redirect a package to an alternate address once it has been dispatched.

When will you send my purchase?

We ship orders Monday, Tuesday and Wednesdays and allow 2 days delivery. Orders need to be received by noon to be shipped on the same day. We don’t send items before clear funds are available if payment is by personal cheque payment.
Unless you specify otherwise, we will send your Beneficial Insects on the next possible shipping day. You could also request delayed delivery in your order via the Comments box.
Dispatch may be delayed during holiday periods or public holidays, where there is a chance courier delivery will not occur before the end of the week. We attempt to ensure that orders are not left at courier depots over weekends.

Can I track my order?

You are able to check the status of your order by logging into My Account. We update the order status throughout the day. Tracking details are also sent once the product has been dispatched and will be sent to your contact details as provided. If you do not received any tracking details then please check your spam folder, or contact us for the details.

My order hasn’t arrived. What happens now?

Most likely, there has been a delay with the courier. Please check your tracking details as provided with the courier website. If you think that you have waited a reasonable amount of time, contact us and we will endeavour to find out what has happened and to resolve.

Return & Exchange Policy?

Orders are sent as per the address provided on ordering. They are generally dispatched on the Monday, Tuesday or Wednesday following the date of order. We are not responsible for products being sent to incorrect addresses.
If any concerns with the product received then please contact us and we will resolve as quickly as possible. We will exchange or refund your purchase (with prior agreement) within 7 days of the original shipment date. All returned item(s) must be accompanied with a return form or email verifying acceptance of the return.
The item(s) must be returned in new, unused condition and in the original packaging to obtain an exchange or refund (minus any postage). We will not accept item(s) returned otherwise. Additional delivery charges may apply in some exchange/refund circumstances.
Postage charges are not refundable unless the item(s) is faulty (defective materials and/or workmanship) or not as per ordered.
Where the item(s) is faulty or not as per ordered, we will provide a full refund or exchange at no cost to the customer.
Please contact us for specific advice on how and where to return a faulty item.
For all biological treatments see the appropriate section within the conditions of use. We do not warrant against incorrect application or storage or pest diagnosis.