Shipping & DOA Policy

1.1 Shipping Regions
We currently ship live invertebrates within Australia only. Some states and regions may have restrictions on specific species due to local regulations. It is the customer’s responsibility to verify their local laws and ensure the species ordered are permitted in their region. 

We do not ship to Tasmania, Western Australia or Internationally.

1.2 Shipping Methods
All live invertebrates are shipped via express shipping services to ensure their quick and safe arrival. We take extra care in packaging, using appropriate materials such as insulated boxes, heat/cool packs (depending on weather conditions), and secure containers to maintain the health and safety of the animals.

1.3 Dispatch Times

• Orders are dispatched on Monday and rarely Tuesday to avoid animals being held in transit over weekends.
• Orders placed after Tuesday may be dispatched the following Monday to ensure animals are not left in transit longer than necessary.
• Extreme weather conditions (e.g., high heat or cold) may delay shipping to ensure the safety of the invertebrates. We will notify you if this is the case.

1.4 Shipping Costs
Shipping costs are calculated at checkout and depend on the destination and size of the order. You will be notified of the exact costs before completing your purchase.

At The Insect Shop, we guarantee live arrival for all invertebrates, provided our DOA guidelines are followed. However, there are certain conditions that must be met for a DOA claim to be valid.

2.1 Reporting a DOA
If an invertebrate arrives dead on arrival (DOA), you must notify us within 2 hours of receiving the package, along with clear photos of the invertebrate's condition,  and in its original packaging. Failure to report within this timeframe may void any claims.

To report a DOA, email us at info@invertebrates.com.au or 0466 624 861 with the subject line "DOA Claim – Order #[Order Number]" and include:

• Your full name
• Order number
• Clear photos of the deceased invertebrate(s) in their packaging
• 
  

2.2 Conditions for DOA Coverage
We offer DOA coverage under the following conditions:

• The package was received on the first delivery attempt and not delayed by the courier.
• The correct delivery address was provided at checkout.
• The invertebrate was not left exposed to extreme temperatures after delivery (for instance, left outside in direct sunlight).
• Shipping was via an approved express service.
• 
  

2.3 Exclusions from DOA Coverage
DOA claims may not be covered if:

• You were unavailable to receive the package on the first delivery attempt.
• Incorrect shipping details were provided at checkout.
• The invertebrate was left unattended in extreme weather conditions.
• Shipping was delayed due to factors beyond our control (e.g., natural disasters, courier strikes).

2.4 DOA Compensation
If your DOA claim is accepted, we will provide one of the following:

• A replacement invertebrate (if available).
• A credit to your account for the value of the invertebrate.
• A refund for the invertebrate (excluding shipping costs).

Shipping costs for replacements are the responsibility of the customer.

3.1 Delayed or Lost Packages
While we take every precaution to ensure the safe and timely delivery of live animals, shipping delays or lost packages may occur due to unforeseen circumstances. If your package is delayed, please contact us as soon as possible, and we will assist in tracking your order.

Please note that we are not responsible for delivery delays caused by the courier or circumstances beyond our control, such as weather disruptions or public holidays.

4. Changes to the DOA and Shipping Policy

We reserve the right to update or modify this policy at any time. Any changes will be posted on our website, and your continued use of our services constitutes your acceptance of the updated policy.

Contact Us
For any questions or concerns regarding our DOA and Shipping Policy, please contact us at:

The Insect Shop
Sydney Australia
info@invertebrates.com.au
0494 344 715