Refund & Cancellation Policy

Last updated: 22 October 2025

We sell live cultures and feeder organisms. Because these are perishable, our policy is strict to protect both you and the animals.

Quick Highlights

  • We only ship on Saturdays.
  • Historical DOA rate during transit is under 3%.
  • Dead on Arrival (DOA) is the only case eligible for refund/replacement.
  • Mandatory proof: one uncut, continuous unboxing video + photos.
  • Report immediately by phone and submit proof within 3 hours of courier delivery time.
  • If approved: refund of product value (shipping non-refundable) or replacement in your next order. Re-ship charges are paid by the customer.

What Counts as DOA

“Dead on Arrival” means the live item is non-viable at first opening of the parcel, before any handling, acclimation, or enclosure/tank introduction by the customer.

Not covered: deaths after acclimation/introducing to your enclosure or tank, mishandling, unattended parcels, late claims, or missing/edited footage.

Mandatory Proof (Uncut Video + Photos)

To qualify, provide:

  1. One continuous, unedited video recorded from before cutting the outer tape until clear proof of DOA is shown. It must show:
    • The unopened parcel with the shipping label (name, address, tracking).
    • You cutting the seals and opening the box.
    • All inner packaging as removed.
    • The live item’s sealed container before opening.
    • Close-ups showing lack of movement/viability.
    • Optional: a second device or courier app showing current time.
  2. 2–3 clear photos of the DOA items placed on top of the invoice included in the parcel.

Edited/spliced/paused/speed-changed videos, or videos starting after the box is already open, are not accepted.

How to Report and Time Window

  1. Call us immediately once the courier marks the parcel delivered.
  2. Within 3 hour of the delivery timestamp, email or WhatsApp the following details:
    • Order No
    • No. of fish/items — Died/Defective
    • Photos of the dead/defective items on top of our invoice
    • Short explanation of what you observed
    • Uncut unboxing video (file or shareable link)

Contacts
Phone/WhatsApp: +91-8333016060
Email: support@springtails.in

Claims received after 3 hour or without the uncut video are not eligible.

Review and Resolution

  • We verify authenticity and validity against this policy.
  • If approved, choose one:
    • Refund of product value (shipping fees are not refundable), or
    • Replacement in your next order (subject to stock and any state restrictions).
  • Customer pays shipping for replacement dispatches.
  • Approved refunds are issued to the original payment method; banks/gateways typically take 3–10 business days to reflect the amount.

Exclusions and Force Majeure

We may be unable to refund/replace for delays or disruptions beyond our control, including unexpected lockdowns, courier delays, natural calamities (floods, heavy rains, etc.).
If such conditions arise at your location after you order, you must inform us before shipment; otherwise, claims may be declined.

Shipping, Delivery, and Tracking

  • We only ship on Saturdays.
  • Tracking details will be shared via email/WhatsApp and updated on your order page after shipment.
  • Deliveries are to the shipping address provided. If no one is available to receive the parcel and it is delayed/returned/damaged as a result, we cannot refund.

Cancellations

  • Orders with live items cannot be canceled after dispatch.
  • Non-live items may be cancelable before dispatch; if approved, refunds are typically processed within 3 working days.

Customer Responsibilities

  • Provide a complete, accurate address and reachable phone number.
  • Be available to receive the parcel on the first delivery attempt.
  • Prepare the proper setup/enclosure before arrival.
  • For aquatics: confirm water parameters and follow correct acclimation steps. Damage/death after introduction to your tank/enclosure is not covered.

Non-Returnable Items

  • Live products are not returnable. We do not ask you to send DOA items back.
  • Opened or used non-live products are non-returnable unless defective on arrival (report with photos within 24 hours).

TL;DR

Call immediately on delivery; send one uncut unboxing video and required photos within 3 hour. Only DOA at first opening is eligible. Choose refund (product value) or replacement in next order; you cover re-ship charges. We only ship on Saturdays. Delays due to lockdowns/courier issues/natural calamities are not guaranteed.