Shipping, Returns and DOA Policy

Shipping Conditions

Live springtails are shipped in ventilated containers with moisture-controlled substrate to ensure optimal survival during transit.

When necessary, thermal insulation or heat packs may be added during colder months. During extreme weather conditions (very high or very low temperatures), dispatch may be postponed to protect the health of the organisms.

Orders are generally dispatched Monday to Wednesday to avoid weekend transit delays.

Delivery Issues

Springtails.eu is not responsible for delays caused by courier services, weather conditions, strikes, customs procedures, or other circumstances beyond our control.

The customer is responsible for ensuring availability at the delivery address and for collecting parcels promptly from pickup locations.

Live Arrival Guarantee (DOA – Dead on Arrival)

Springtails.eu offers a Live Arrival Guarantee under specific conditions depending on the shipping method selected at checkout.

Eligibility Requirements (Mandatory)

  • Provide clear photo or video proof of the unopened container.
  • Submit the evidence within 24 hours of confirmed delivery.
  • The parcel must not have been left unattended for extended periods (including parcel shops or pickup points).
  • A correct and complete delivery address must have been provided at checkout.

Standard Shipping

Orders shipped via Standard Shipping are covered by a Replacement-Only Guarantee.

In case of verified DOA, Springtails.eu will provide a replacement shipment of the affected items. Refunds are not issued for orders shipped using Standard Shipping.

Express Shipping

Orders shipped via Express Shipping are covered by a Full Live Arrival Guarantee.

In case of verified DOA, the customer may choose between:

  • A free replacement shipment, or
  • A full refund of the affected items.

What the Guarantee Does Not Cover

  • Temperature-related losses when the customer proceeds with shipping despite extreme weather warnings.
  • Failure to collect the parcel in a timely manner.
  • Incorrect or incomplete delivery address provided by the customer.
  • Containers opened before photographic or video evidence is submitted.
  • Deaths occurring after delivery due to improper care or unsuitable habitat conditions.

Due to the perishable and temperature-sensitive nature of live organisms, and in accordance with Article 16(d) of Directive 2011/83/EU, live springtails are exempt from the right of withdrawal once shipped.

By completing the purchase, the customer acknowledges and agrees to the terms of this Shipping, Returns and DOA Policy.