Refund policy
Returns & Refunds Policy
At ReptiFauna, we take great pride in the quality of our products and the satisfaction of our customers. Due to the nature of our goods — which include frozen food and live insects — we are unable to accept returns for health, safety, and quality control reasons.
❄️ No Returns Policy
As our products are perishable and require strict temperature control or live handling, we do not accept returns under any circumstances. This ensures the biosecurity of our farm and maintains the integrity of our inventory.
✅ Our Quality Guarantee
When you choose to shop with us, you receiving the best service and product is the only acceptable outcome . If your order arrives damaged, thawed, or in substandard condition, we will happily resend the affected items or provide a suitable resolution. To assist us in resolving issues efficiently, please:
- Contact us within 24 hours of delivery
- Provide clear photos of the product and packaging as soon as they're unpacked
- Keep the items frozen or insects isolated until we advise further
📦 Wrong Item or Incomplete Order?
If we've made an error with your order, please contact us and we’ll correct it promptly — at no cost to you.
🐜 Dubia Roach Delivery – Important Note
As a side note for our Dubia roach orders, it's normal to see a small number of deceased insects upon arrival — they are insects, after all.
To ensure you always receive what you paid for (or more), we include an extra 10% bonus with every order. For example, if you order 500 roaches, we’ll ship 550.
This overage accounts for any minor losses during transit and ensures you’re getting full value — if not more — every time.
Need Help?
If you have any concerns about your order, reach out to our customer service team at admin@reptifauna.com.au and we’ll work to make it right.
