Refund & Returns Policy

At Springtails Culture, customer satisfaction matters to us. We carefully prepare and package every order to help ensure your cultures arrive safely, alive, and ready to establish. This page covers order issues, cancellations, and what to expect if something goes wrong. For full details on our live arrival guarantee, carriers, and packaging, see our Shipping Policy.

🛡 Live Arrival Guarantee

Every culture we ship is backed by our live arrival guarantee — if your cultures arrive dead or inactive and don’t recover within 4 hours at room temperature, we’ll reship your order at no cost.

This is the short version. For the full guarantee terms, claim process, and international shipping conditions, visit the complete Live Arrival Guarantee section of our Shipping Policy. All sales of live animals are final — our guarantee is structured as a reship, not a refund, which is standard practice across the live animal industry.

📦 Order Issues & Damaged Deliveries

If your order arrives damaged, incorrect, or with any issue related to product condition, please contact us within 48 hours of delivery.

To help us review your claim quickly, please include:

  • Your order number
  • Clear photos of the product and packaging
  • A brief description of the issue

Once reviewed and approved, we may offer one of the following resolutions:

  • A replacement product
  • Store credit
  • A partial or full refund

If your issue is specifically about a culture arriving dead or inactive, that falls under our Live Arrival Guarantee above rather than this general damage process.

↩️ Returns & Exchanges

Due to the nature of our products, we do not accept general returns or exchanges once orders have been shipped or delivered.

However, if there is a verified issue with your order, our support team will work with you to find an appropriate resolution — see Order Issues & Damaged Deliveries above.

📍 Incorrect Addresses & Delivery Issues

Customers are responsible for providing the correct shipping address at checkout.

We are not responsible for orders delayed, lost, or returned due to:

  • Incorrect or incomplete addresses
  • Failed delivery attempts
  • Packages left unattended after delivery
  • Carrier-related delays beyond our control

⏱ Order Cancellations

Orders may be canceled within 12 hours of purchase. After this timeframe, orders may already be processed and prepared for shipment and can no longer be canceled.

🚫 Non-Refundable Situations

Refunds or replacements may not be provided in the following situations:

  • Failure to contact us within the required claim period
  • Improper handling or storage after delivery
  • Minor cosmetic or packaging variations
  • Issues caused by conditions outside our control after delivery

✉️ Contact Us

If you have questions regarding your order or this policy, please reach out — we reply within 24 hours.

Email: sales@springtailsculture.shop

Phone: +1 (408) 707-3517

Or use our: Contact page · FAQ · Shipping Policy