Shipping policy

Thank you for shopping with KeepBetter Pty Ltd. The following terms outline how and when your order will be shipped.

Shipping Schedule

To ensure the best possible survival rate for live insects and to maintain the integrity of frozen feeders:

  • All live insects, frozen feeders, and perishable items ship ONLY on Mondays and Tuesdays.
  • Any order placed throughout the week will be shipped the following Monday or Tuesday.

This prevents parcels from sitting in depots over weekends.

Processing Times

  • Orders are processed within 1–3 business days.
  • If there is a high order volume, processing may extend slightly.
  • We do not process or ship orders on weekends or public holidays.

Shipping Methods

We use the following carriers:

  • Australia Post Express Post (primary carrier)
  • Sendle (used when beneficial for certain locations)
  • Personal delivery - in some instances.

Express Post is required for all live and frozen products and rates are calculated at checkout based on total weight.

Standard Post may be available for non-perishable items only.

Live Insects & Temperature-Sensitive Items

  • Someone must be available to receive the parcel on the first delivery attempt.
  • Parcels left outside (sun, heat, cold) void any live arrival guarantee.
  • We may delay shipping during severe weather conditions to protect the animals.

Frozen Feeders

Frozen rodents are shipped with insulation and cold packs.

To ensure quality and safety:

  • Express Post is required.
  • Customers must bring parcels inside immediately upon delivery.
  • If delivery is missed, we cannot guarantee the product will remain frozen.

Shipping Confirmation & Tracking

Once your order ships, you will receive an email including:

  • Carrier name
  • Tracking number
  • Expected delivery timeframe

Tracking usually activates within 24 hours.

Shipping Restrictions

We currently ship Australia-wide only.

Lost or Damaged Parcels

We are not responsible for:

  • Delays caused by Australia Post, Sendle, or courier networks
  • Lost or stolen parcels after delivery is confirmed
  • Parcels left unattended outdoors
  • Failed delivery attempts

If your order arrives damaged, contact us within 2 hours with photos and we will assist you.

For live or frozen DOA claims, please refer to our Refund Policy.