Complaint processing

Despite our attempt to deliver you with goods and animals inexpensively and in good quality, unfortunately it can't be preemt that there are cases you will be delivered you had other imaginings about before.

How is to proceed if anything is not all right?
Please read these information carefully and then contact us via the contact form.

Complaint announcement:
For complaints, please go to Your Account -> My orders -> show all
There is a finished form for all problems with an order to clarify quickly.

Download with returnbill:
Information and returnbill (deutsch), (PDF 0,4 MB)
(Enthält: Info / Formular)
 

Information for a complaint:

If possible please contact us before returning or disposing any items!
Often damages like breakage ore something like that can be documented by a photo and forwarded by email. We then will decide if a returnshipping is necessary.

Living Animals:

- Despite the packaging chosen by us, it can happen that animals come during transport to damage what we always regret.
Prior to shipment, all animals are checked for injuries or other defects.
We ask you also to the receipt of goods to check the animals on the following deficiencies:
Completeness of the scope of supply (queen, brood and workers)
whether animals are free from damage (injured or deceased animals)
mite infestation (parasites)
 

Breakage/Damages:

- Despite of the packaging and padding material it may happen that the parcel will be damaged when you receive it. The reason is that it can fall from 1-2 meters at the carriers. This is why we ask you to let the delivery person note this when delivering
 

Technical defect:

- At technical equipments we recommend to contact manufacturer of the respective product. Often this is the easiest and fastest way to resolve it via the manufacturer's hotline or by email. Otherwise please contact us our customer service.
 

Wrong items delivered or missing items delivered:

- Like in every other shipping department here are working humans who can make mistakes and forget or change items. After receiving your order please check if the items have been delivered in the right quantity. If there are discrepancies please contact us. We will verify it then by checking the inventory and will redirect the missing items as appropriate.

Exchange / revocation:

- If you are not satisfied with the item delivered
Further information please infer from our general terms and conditions and Withdrawal