Refund policy

1. Live Product Guarantee (Live BSFL)
We guarantee that all live Black Soldier Fly Larvae are healthy, active, and packed with proper bedding at the time of pickup or delivery.
Because live insects are sensitive to handling and temperature, all sales of live larvae are final once the order is picked up or delivered.
We will offer a replacement or partial credit ONLY if:
•     You contact us within 24 hours of receiving your order
•     You provide photos or video showing a significant loss (50% or more)
•     The issue is due to our packing or handling
We cannot offer refunds for:
•     Leaving larvae in a hot car
•     Improper storage after pickup
•     Delays caused by the carrier (for shipped orders)
•     Natural pupation due to customer storage conditions

2. Dried Larvae & Powdered Products
Dried BSFL and BSFL powder are non‑perishable agricultural feed products.
Eligible for refund or replacement if:
•     The product arrives damaged
•     The wrong item was delivered
•     There is a quality issue reported within 7 days
Not eligible for return:
•     Opened bags
•     Used product
•     Customer storage issues (moisture, contamination, pests)

3. Frass (Organic Fertilizer)
Frass is a natural, organic soil amendment. Because it is a bulk agricultural product:
Refunds or replacements are offered ONLY if:
•     The wrong product was delivered
•     The bag/container was damaged at pickup or delivery
•     You report the issue within 7 days
Not eligible for return:
•     Opened or partially used frass
•     Changes in smell, texture, or moisture after customer storage
•     Customer dissatisfaction with natural variations (normal in organic fertilizer)

4. Order Cancellations
•     Orders canceled before pickup or delivery can receive a full refund.
•     Orders canceled after preparation or packing may receive partial credit.
•     Live larvae orders cannot be canceled once packed.

5. No Returns on Live Insects
For health, safety, and biosecurity reasons, we do not accept returns of live larvae under any circumstances.

6. How to Request a Refund or Replacement
To request support, please contact us with:
•     Your name
•     Order number
•     Photos or video of the issue
•     A brief description of the problem
We respond within 24 hours.

7. Our Commitment
We take pride in providing fresh, clean, high‑quality BSFL products. If something isn’t right, we’ll work with you to make it right within the guidelines above.