Refund policy

Live Feeder Return / Replacement Policy

The Bug Cartel does not accept returns on live insects under any circumstance.
However, we do offer a Live Arrival Guarantee:

Live Arrival Guarantee Requirements

To qualify for a replacement shipment:

  1. You must inspect your order within 1 hour of delivery or pickup.

  2. Clear photos or video of any DOA insects must be emailed to:
    andres@thebugcartel.com

  3. The package must be received on the first delivery attempt.

  4. If you choose to ship to a Hold-for-Pickup location, you must pick up the package the same day.

What We Offer

If the above requirements are met, The Bug Cartel will:

Resend the shipment one time at no cost.

If the requirements are not met:

No replacements, no refunds, nor any credits will be issued.

What We Do NOT Offer

• No cash refunds on live insects
• No returns of live feeders
• No replacements for orders left outside, delayed pickup, incorrect addresses, or carrier mishandling outside our control unless Hold-for-Pickup was used

Non-Live Products (Merch, Equipment, etc.) – 30-Day Return Policy

For non-perishable items only:

You have 30 days after receiving your item to request a return.
To be eligible, the product must be:

• Unused
• In its original packaging
• In the same condition received
• Accompanied by a receipt or proof of purchase

To start a return, email:
andres@thebugcartel.com

Returns must be sent to:
104 N 17th Street, Henrietta, OK, 74437

If your return is accepted, we will send a prepaid return label and instructions.
Items returned without prior approval will not be accepted.

Damages & Issues (Non-Live Items Only)

If you receive damaged, defective, or incorrect non-live merchandise, contact us immediately at andres@thebugcartel.com so we can resolve the issue.

Exceptions / Non-Returnable Items

We do not accept returns on:

• Live feeder insects
• Perishable goods
• Custom or personalized items
• Hazardous materials or flammable goods
• Sale items or gift cards

Exchanges (Non-Live Items Only)

If you want to exchange a non-live item, the fastest method is to return your original item and purchase the replacement after your return is accepted.

Refunds (Non-Live Items Only)

Approved refunds for non-live merchandise will be issued to your original payment method within 10 business days.
If 15 business days pass without your refund appearing, contact:
andres@thebugcartel.com