Shipping

Shipping days

To ensure that live animals are delivered before the weekend, we only send them between Monday and Thursday.

As soon as payment has been confirmed, your order will be shipped via DHL, DHL Express or UPS. On the day of shipment, you will automatically receive an e-mail with the shipment number. For shipments via DHL Express, we will also send you an SMS. This message gives you the opportunity to adjust your DHL Express parcel, for example to change the delivery address or organize delivery to a neighbor.

Shipping partner

Countries We Ship To

We ship our products to numerous countries in Europe, including the United Kingdom, Belgium, Luxembourg, the Netherlands, Denmark, France, Monaco, Austria, Liechtenstein, Poland, the Czech Republic, Italy, Spain, Vatican City, Andorra, and San Marino, as well as to Bulgaria, Estonia, Finland, Greece, Ireland, and Cyprus, and to Albania, Bosnia and Herzegovina, Montenegro, North Macedonia, and Serbia. We also ship to Sweden, Slovakia, Slovenia, and Hungary.

We ship only accessories to Switzerland; we do not ship live animals.

Shipping process

We generally process orders chronologically, based on the date they are received. Of course, we strive to process them as quickly as possible. However, the selected shipping method refers to the speed of transport or delivery after the package is handed over to the shipping provider, not to any priority given to processing your order.

Shipping within Germany

We ship accessory orders and feed insects within Germany via DHL Paket. If your order includes additional live animals, they will be shipped via DHL Express.

You can also choose DHL Express 12 p.m. We will prioritize the preparation of these shipments, provided it is operationally feasible. However, the 12 p.m. option refers exclusively to delivery by DHL by 12 p.m. on the scheduled delivery day. It does not mean that your order will automatically arrive by 12 p.m. the next day.

Why might an order arrive in two packages?

For mixed orders, we may ship accessories and animals separately. For example, the accessories may be shipped via DHL Paket, while the animals are shipped separately via DHL Express.

In this case, you’ll receive two tracking numbers so you can track both packages separately. This means the packages may arrive at different times.

Shipping costs within Germany do not depend on the weight of the package.

International Shipping

For international orders, we ship accessories via DHL Parcel and live animals via UPS Express Saver.

We can also split international orders into two shipments. In this case, for example, the accessories will be shipped via DHL Paket, and the pet supplies will be shipped separately via UPS Express Saver . You’ll receive a separate tracking number for each shipment and can track their respective shipping statuses.

Unlike within Germany, international shipping costs are based on the weight of the shipment. The shipping costs for your order will be calculated accordingly and displayed to you during the checkout process.

Parcel delivery to a Packstation

To have an order delivered to a Packstation, you first start by registering with the Packstation of your parcel service provider, such as DHL. This registration is done online via the provider’s website, where you will receive a customer number and a PIN, which are required to use the Packstation.

As soon as you order something from us, enter the address of the desired Packstation instead of your home address. You can find this on the parcel service provider’s website. In addition to the address of the Packstation, it is also important to enter your personal postal number, which you received when you registered.

Once the order has been placed, you can track the delivery online. As soon as your parcel arrives at the Packstation, you will be notified by text message or email. With this notification, go to the specified Packstation and follow the instructions on the screen. There you have to enter your customer number and PIN or scan a QR code that you received in the notification.

Please note that the exact processes and requirements may differ depending on the parcel service provider, so it is advisable to check the respective website.

Transport damage

In rare cases, the delivery may be damaged during transportation. Don’t worry, the parcels are insured by us and we will send you a new one. Unfortunately, it won’t help if you write an e-mail to Insektenliebe, as we as the shipper cannot forward a complaint to DHL, not even with photos that you send us.

To ensure that the parcel insurance pays for the damaged parcel in full, you must proceed as follows:

• If you recognize the transport damage upon delivery, you should refuse acceptance. It is important that you record that you have not accepted the parcel due to external damage.
• Often everything is fine on the outside, but the contents of the parcel have been damaged due to poor handling. In this case, you should fill out a damage report form, which can be downloaded from the UPS or DHL website, within seven days. You then hand in the form, all packaging contents such as padding film and the damaged parcel at a post office, which is then sent to the packaging inspection center.