FAQ

Shipping

The shipping costs vary depending on the item, country and the quantity you order. In general, the shipping costs are 1:1 the handling costs of the service provider. In our case, this is DHL for shipping accessories or UPS for shipping animals.

If you want to know how much the shipping costs will be for you, simply add the product(s) to your shopping cart, enter your address and you’ll see the actual shipping costs.

It’s the same with shipping costs outside Germany, just a little more expensive. Just whatever DHL and UPS tell us. Cross-border deliveries may be subject to additional taxes and duties, for example in the form of customs duties. These are to be borne by you.

Payment

Just as you like! We offer you various payment methods such as Amazon Pay, Paypal, credit card payment via Paypal and bank transfer. Your personal data is of course encrypted and transmitted securely with all methods. Payment by bank transfer usually takes a few days. We will set your order to “In process” as soon as the money is in our account.

You will then automatically receive an e-mail from us. So you are always well informed!

Payment procedure

We always check incoming payments on our account on the shipping days Monday, Tuesday and Wednesday. As soon as we have received the money, you will receive an e-mail from us that your order is being processed.

Delivery time

As soon as we have completed the dispatch bill, you will receive an automatic e-mail from us with your consignment number. Sometimes the e-mail also ends up in the spam folder, depending on how active you have set it. The shipping time with DHL varies depending on where the parcel is going. With our Tier shipping, which is sent with UPS Express, your order will be with you the next day.

Within Germany, we are unfortunately only able to submit a tracking request to DHL or UPS after one week. So be patient and don’t worry, we will provide the animals with food and moisture on their journey to you.

Delivery areas

In principle, we ship throughout Europe. But it’s best to check your shopping cart to see if we also deliver to the country you come from. In principle, we are happy to ship anywhere, but the delivery costs will always vary slightly. Simply add the product to your shopping cart, enter your address and check. Please pay attention to the import regulations of your country! Not all organic materials and animals can be shipped to all countries. You should check with your country’s veterinary office or customs beforehand. We accept no responsibility for this.

Incorrect delivery

If something went wrong with your order, too much or too little or something wrong was delivered, then please just write us an email to service@insektenliebe.com with your name and order number and tell us briefly what was wrong. We will then take care of it immediately.

Sold out

Unfortunately, we don’t always manage to breed all the animals so that they are always available in the store. Just be patient with us and enter your e-mail address in the product. You will automatically receive an e-mail as soon as the product is available again. We do not keep waiting lists or reservations by e-mail, there are only two of us and our bookkeeping is enough bureaucracy and Excel tables for us…ufff

Returns

Too big, too small or you don’t need the delivered item or several items after all? Then simply send the goods back to us and we will refund the purchase price upon receipt! Unfortunately, you will have to pay the return shipping costs yourself.

Our address:

Insektenliebe GmbH

Im Unterwässer 5

72574 Bad Urach

Incidentally, there is no right of withdrawal for animals. The little ones are happy that they have survived the journey and don’t want to go back in the package. So please think carefully before you buy an animal.