Refund policy

Refund Policy

Due to the live nature of our products, all sales are final. We do not offer refunds or exchanges on live isopods or springtails once they have been shipped.

Live Arrival Guarantee

We stand behind every order with a 100% Live Arrival Guarantee on all FedEx shipments. If any animals arrive deceased, you must contact us within 2 hours of the delivery timestamp shown by FedEx tracking. Send photo proof of the deceased animals to info@creaturecache.com. We will send a replacement or give you 110% store credit.

Conditions

Our Live Arrival Guarantee is only valid when temperatures at both the origin and destination are between 45°F and 85°F at the time of delivery. The guarantee is void if the package is left unattended, if delivery is refused or rerouted by the recipient, if the shipping address provided is incorrect, or if the package is delayed due to carrier error beyond our control. In extreme weather we ship to a FedEx facility for customer pickup only. Reply to your order confirmation with the address of the FedEx hub nearest you and we will ship the package there. See our Shipping and Live Arrival Guarantee page for full details.

Damaged or Incorrect Orders

If you receive the wrong species or your order is missing items, contact us within 2 hours of delivery at info@creaturecache.com with photo documentation and we will make it right.

Cancellations

Orders may be canceled for a full refund if the request is made before the order has been packed and shipped. Once an order has shipped it cannot be canceled.

Contact

For any questions or claims please email info@creaturecache.com. We typically respond within 24 hours.