Deaths & Injuries | Bug Pets LTD

Live-Guarantee Application

Apply for store credit equal to the value of any unwell animals in your order. Postage will be credited if all animals in the shipment arrived unwell.

steps before applying

To ensure we can quickly provide advice and refunds, please ensure you have done the following:
Removed your pet from the transport container they arrived in.
Recorded a minimum of 5 seconds of video footage, the clearer the better.

live-guarantee form

What does our live guarantee cover?

The 7-Day live guarantee shows our confidence in the care and shipping of our stock. Our guarantee covers health issues related to our care of your pets, or injuries sustained in transit, such as:

Abnormal & erratic twitching movements indicative of neurological damage
Subdermal black markations indicative of infections
Fungal infections where the fungus is visible on the exoskeleton
Sudden death syndrome
Missing limbs (not including antennae)
Compromised exoskeleton, abdominal punctures, shell cracks
Dyskinetic syndromes
Severe eye-rub
Other issues at our discretion.

Please note, the 7-day guarantee does not cover cases of neglect, abuse, improper care, or voluntary harm to animals, as specified in our TOS, and credit can not be provided at our discretion where deaths or injuries are due to the recipient’s husbandry.