Refund and Returns Policy

Overview

At Mesofauna.com, we’re committed to delivering high-quality products and living organisms with care and integrity. If you’re not fully satisfied with your order, we’re here to help. Our refund and return policy lasts 30 days from the date of delivery. If more than 30 days have passed, unfortunately we cannot offer a full refund or exchange.

Non-Live Product Returns (e.g., merch, tools, accessories)

To be eligible for a return, items must be unused, in original condition, and in their original packaging.

Acceptable items include:

  • Apparel (e.g., t-shirts, hoodies)
  • Bottles, mugs, stickers, keychains
  • Terrarium tools and accessories (excluding perishables)

We do not accept returns for:

  • Gift cards
  • Downloadable digital products
  • Opened or used personal care or feeding items

A valid receipt or proof of purchase is required for all returns

Live Orders (Springtails, Isopods, etc.)

Due to the sensitive nature of shipping live animals, we do not accept returns on live organisms. However, we do offer a Live Arrival Guarantee for shipments that meet the following criteria:

  • Someone was available to receive the package at the first delivery attempt
  • The package was not exposed to extreme heat or cold after delivery
  • You contact us within 2 hours of delivery with clear photos of the DOA (Dead On Arrival) animals in their original, unopened container

If all criteria are met, we’ll issue a refund, replacement, or store credit, depending on product availability and customer preference. Final determination is at our discretion.

Feeding Cultures & Perishables

Springtail food, leaf litter, moss, and other perishable biological materials are non-returnable. If your item arrives damaged or unusable, please contact us within 48 hours of delivery with a photo and description, and we’ll do our best to make it right.

Exchanges

We only replace non-living items if they are defective or damaged. If you need to exchange an item for the same one, email us at mesofauna@gmail.com and we’ll provide instructions.

Late or Missing Refunds

If you haven’t received your refund:

  • Review your bank or payment account to ensure the refund hasn’t already been processed.
  • Contact your credit card provider, as it may take several days for the refund to officially post.
  • Reach out to your bank, since processing times can vary by institution.

If you’ve checked all of the above and still don’t see the refund, please contact us at mesofauna@gmail.com.

Shipping Returns

To return your non-living product, please email us first for authorization. Customers are responsible for return shipping unless the item was defective or incorrectly sent. Shipping fees are non-refundable unless the return is due to our error.

For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned packages without tracking.

Please do not send items back to the manufacturer.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive store credit for the value of your return once received and approved. If the gift wasn’t marked as such or was shipped to the purchaser first, the refund will be issued to the original buyer.

Need Help?

For any questions regarding refunds, returns, or shipping issues, contact us at mesofauna@gmail.com. We’re happy to help you troubleshoot and find a solution.

Thank you for supporting a small, soil-loving business!