Refund policy
Cancellations
Want to cancel? Email hello@getbugd.com before your order ships for a full refund.
Returns (dry goods)
Leaf litter, substrate, food, and hardware: you have 30 days after delivery to ask for a return. Items must be unopened and unused, in the original packaging. Leaf litter and other natural goods can't come back once the bag is opened.
To start a return, email hello@getbugd.com with your order number. We'll reply with a return label and instructions. Packages sent back without a return request can't be accepted. If you simply changed your mind, the cost of the return label comes out of your refund.
Not returnable: gift cards and custom or personalized 3D prints.
Damaged, wrong, or missing items
Check your order when it arrives. If something is damaged, defective, or wrong, email hello@getbugd.com within 7 days with a photo. We'll send a replacement, or a refund if we can't replace it. We may ask you to send the item back before we do.
If tracking shows delivered but you can't find your package, check with neighbors and your mail carrier first, then email us within 7 days. We'll reship once per order.
Shipping address
Please check your address at checkout. If a package comes back to us because of an address error, we'll reship it for the cost of postage.
Live animals
Live isopods, springtails, and millipedes are not returnable. They are covered by our live-arrival guarantee instead: if an animal arrives dead, contact us at hello@getbugd.com within the guarantee window stated on the product page, with a photo of the unopened cup. We'll send a replacement, or a refund if we can't replace it. Details are on our Shipping & Delivery page.
Refunds
We'll let you know once we've received and inspected your return, and whether the refund was approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a little longer to post it. If more than 15 business days have passed since we approved your return, email hello@getbugd.com.