For perishable products, we offer replacement for products that are dead on arrival (DOA) or fully defrosted with conditions.

Please refer to our refund policy at: https://keepbetter.org/policies/refund-policy

All live insects, frozen feeders, and perishable items ship only on Mondays and Tuesdays to prevent weekend delays.

Orders placed during the week ship the following Monday or Tuesday.

Yes.

We offer replacements for dead-on-arrival (DOA) insects or frozen feeders that arrive fully defrosted, provided someone is available on the first delivery attempt and you contact us within 2 hours with photos.

No.

Live insects and frozen feeders must be shipped via Express Post only due to their perishable nature.

Standard Post may be available for non-perishable products.

We are constantly producing fresh feeders, so stock levels are updated regularly.

Because our animals are raised ethically and naturally, restock quantities can vary week to week depending on growth cycles, demand, and seasonal factors.

If a product you need is out of stock, it will usually return shortly.

For urgent or bulk requirements, feel free to email us at support@keepbetter.org and we can give you an estimated restock timeframe or reserve upcoming stock for you.

If delivery is missed or the parcel is left unattended, DOA coverage does not apply for live or frozen items.

We highly recommend making sure someone is available.

Dubia/insects: keep them in a well-ventilated container with appropriate food and hydration.

Frozen feeders: place them in your freezer immediately.

Frozen feeders are shipped with insulation and cold packs to maintain temperature during transit.

Live insects vary slightly in size, colour, and appearance.

This variation is natural and expected.

Orders are typically dispatched on Mondays or Tuesdays to minimise the chance of them sitting in a hub or warehouse over the weekend. You will receive a dispatch email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us at support@keepbetter.org and we can give you real time information on whether your order has been dispatched or not.

If you have entered an incorrect delivery address, please contact us as soon as possible.

We can update the address only if your order has not yet been shipped.

Once an order has been dispatched, we are unable to change, redirect, or recall the parcel.

In these cases, we cannot refund or replace orders that are lost, delayed, or delivered to the wrong address due to incorrect information provided at checkout.

When you order multiple items at a time they might be shipped separately, especially if they are of different product type. Live insects will always be shipped separately to frozen goods. You may receive one item before the next even if they were lodged on the same day.

We always try our best to facilitate you, however if your order has already been confirmed then we cannot cancel your order.

If you would like to change your order then please contact us ASAP at support@keepbetter.org. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order under any circumstances.

If you order has taken longer than 7 days from dispatch then please contact us and we will look into it for you. We offer a replacement on any items lost in transit. Please contact us if you notice any delays during the items transit or if you haven't received your order within 7 days from dispatch.

There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you still cannot find it and would like it resent then please contact us at support@keepbetter.org

You will receive a tracking email once your order has been dispatched (unless your order is being delivered directly by us).

If you don’t see it, please:

• Check your spam/junk folder – this is the most common reason
• Ensure you entered the correct email address at checkout

If your email address was entered incorrectly or you still can’t find your tracking, contact us at support@keepbetter.org and we will resend your tracking number.

We accept direct debit, all major cards, PayPal, Google Pay, Apple Pay, and Shop Pay and cash.

Please note that we don’t offer store credit or payment plans. We appreciate your understanding and ask that you don’t request these options.