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Terms of Service

Hopefully, if you have a question about our Terms of Service, we will be able to answer it below.

How do I pay for my order/ticket?

You will be directed to our online payment system to pay for you order.

How will my order be delivered?

When visiting, please give your name on entry and this will allow us to locate your booking.

All physical orders are sent via Royal Mail.

  • Delivery costs are calculated during checkout
  • We post on Tuesdays and Thursdays each week
  • We take the welfare of our animals very seriously here, so all live bugs are sent by guaranteed next day delivery to ensure that they spend as little time as possible in the post. If the weather is very warm, we will not ship them until it has cooled down a bit

How much will it cost to deliver my order?

Shipping is calculated automatically when you order.

Can I track my order?

Please e-mail us at shop@thebugfarm.co.uk if you need more information regarding your delivery.

How is my order packaged?

Your order is packaged boxed or in a secure mail bag. We either use compostable, biodegradable, recyclable or recycled packaging to reduce our impact on the environment. If you have ordered a Season Ticket or gift voucher, we can e-mail you a digital copy (perfect for a last-minute gift!). Please just include this request when you are placing your order.

What if my order hasn’t arrived?

If after 7 working days you have not received your order please contact us.

What is your return & refund policy?

Entrance tickets

We use this online ticketing system to manage our visitor numbers, so we do politely request that you try to not to cancel your booking. However, if you do need to cancel, you may cancel up to 24 hours before your visit. The cost of the ticket minus the booking fee is refunded. Unfortunately, we are not able to provide a refund if you cancel within 24 hours of your visit.

Products

Hopefully you will love any product that we send you. However, if it doesn’t arrive with you in tip-top condition or you are not satisfied with your order, then please drop us an e-mail.

  • Returns – You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unopened and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
  • Refunds – For items returned within 14 calendar days, once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
  • Shipping – You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Contact us

If you have any questions on visiting us, please contact us at info@thebugfarm.co.uk. For information on an order, please contact us at shop@thebugfarm.co.uk