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🛠️ Under construction — breeding, building, and restocking behind the scenes — some items may not be listed yet

🛠️ Under construction — breeding, building, and restocking behind the scene — some items may not be listed yet

Refund policy

Refund & Replacement Policy

Wiggly Woodlice

At Wiggly Woodlice, we take great care in selecting healthy livestock and packing all orders securely. This policy outlines how refunds and replacements are handled for both live animals and dry goods.

Live Animals – Replacement Policy

Due to the nature of live animals, we do not offer refunds for livestock once dispatched.

We offer replacements under our Live Arrival Guarantee (LAG) where the following conditions are met:

• The order was shipped via Royal Mail Special Delivery
• The parcel was opened within 1 hour of the recorded delivery time
• Clear photographic or video evidence of DOA (Dead On Arrival) specimens is provided
• We are contacted within that same 1-hour window

Claims submitted outside of this 1-hour period cannot be accepted.

If additional isopods were included in your order to account for potential transit loss, these extras are not covered under the guarantee.

Replacements are issued at our discretion once evidence has been reviewed.

When the Live Arrival Guarantee Is Void

The Live Arrival Guarantee will be void if:

• The parcel delivery was missed or delayed due to the recipient not being available
• An incorrect or incomplete delivery address was provided
• The parcel was redirected or rescheduled mid-transit
• The incorrect shipping method was selected
• Extreme weather conditions were ignored against advice

We are not responsible for livestock losses occurring after the Live Arrival Guarantee window has passed.

Delivery Delays

Courier delays are outside of our control.

We do not issue postage refunds for delayed parcels.

If a parcel arrives late but livestock are alive, no refund or replacement will be provided.

Dry Goods (Non-Living Items)

For non-living products such as substrate components, tools, décor or accessories:

• You must notify us within 14 days of delivery
• Items must be unused and in original condition
• Photo evidence must be provided if the item is faulty or damaged

If approved, we will offer either:

• A replacement
• A refund
• A store credit

Return postage is the responsibility of the buyer unless the item is faulty.

Order Cancellations

Orders may be cancelled prior to dispatch.

Once dispatched, live animal orders cannot be cancelled or refunded.

Dry goods may be cancelled prior to dispatch only.

How to Submit a Claim

To request a replacement or refund, please email:

Rebecca@wigglywoodlice.com

Include:

• Your order number
• A clear description of the issue
• Photo or video evidence (where applicable)

Claims that do not follow the stated guidelines may be rejected.

Important Notice

By placing an order, you confirm that you:

• Understand the care requirements of the species purchased
• Accept responsibility for appropriate housing and conditions upon arrival
• Agree to the conditions of our Live Arrival Guarantee