Shipping & returns

Shipping

Delivery Time

If you place an order on a business day before 3:00 PM, your package will be shipped the same day via PostNL. In 95% of cases, the package is delivered within two days. During holidays, delivery may be delayed by 1-2 days.

Quality of Live Products

Our products are stored fresh and cool. Once the packages are handed over to PostNL, live products such as predatory mites and insects remain viable for at least four days outside refrigeration. Nematodes can be stored in the refrigerator for up to one week after delivery.

Track Your Order

As soon as your order has been shipped, you will receive a shipping confirmation by email. This email contains a PostNL Track & Trace code to track your (letterbox) package.

Haven’t received your package within four days? Send us an email at info@insectheroes.nl with your name and address, and we will assist you.

Shipping Costs

Orders over €25.00 are shipped free of charge within the Netherlands. For orders under €25.00, a €3.95 shipping fee applies. Shipping costs are calculated and displayed during checkout.

Belgium

Living in Belgium? Since June 2024, you can place orders via www.insectheroes.be. Your order will be shipped from Belgium to ensure the optimal freshness of the products.

Returns

Non-living products can be returned within 14 days of receipt without providing a reason. The full purchase amount will be refunded.

Return Policy Exceptions

  • Live products cannot be returned due to their limited shelf life. This applies to Adalia, Androlis, Felti, Carna, Carpo, Crypto, Irski, Mosi, Nicus, Persi, Puncta, Phasma, Phora, Taurrus, Tricho, and combo deals containing any of these organisms.
  • Products without their original packaging cannot be returned.
  • Products with visible signs of use will not be accepted for return.

How to Initiate a Return

Email info@insectheroes.nl stating the product you wish to return and your order number. The full purchase amount will be refunded. Return shipping costs are at your own expense. The purchase amount will be refunded within two business days after we receive the product in good condition.