Refund Policy
We want you to be satisfied with your Lonestar Isopods order. Because our store sells live animals and natural products, different refund rules apply to different product types.
Live Animals and Cultures
Live isopods, springtails, and other living cultures cannot be returned.
Eligible losses reported under our Shipping & Live Arrival Policy may qualify for a replacement, store credit, or refund for the affected live animals. Claims must meet all notification, documentation, delivery, and care requirements described in that policy.
Shipping charges are not refundable. If a replacement shipment is approved, the customer may be responsible for the new shipping charge.
We do not provide refunds for losses occurring after successful live delivery. Environmental conditions and care after delivery are outside our control.
Non-Live Products
Contact us within 14 days of delivery if you wish to return an eligible, unused non-live product.
To qualify for return consideration, the product must be:
Unused and unopened
In its original condition and packaging
Accompanied by the order number
Safely packaged for return
Customers are responsible for return-shipping costs unless the product was incorrect or arrived damaged.
For health and biosecurity reasons, opened food, substrate, leaf litter, moss, wood, calcium products, and other natural or consumable materials cannot be returned.
Incorrect or Damaged Items
If you receive an incorrect non-live item or an item damaged during shipping, contact us within 48 hours of delivery. Include your order number and clear photographs of the item and packaging.
After reviewing the claim, we may provide a replacement, store credit, or refund for the affected item.
Order Cancellations
Cancellation requests must be submitted before an order has been packed or shipped. Once packing or shipping has begun, cancellation may no longer be possible.
Payment-processing fees that are not returned to us may be deducted from an approved cancellation refund where permitted by law.
Refund Processing
Approved refunds are issued to the original payment method. Financial institutions may require several business days to post the credit to your account.
Contact Us
To request assistance, include your name, order number, photographs when applicable, and a description of the issue:
Lonestar Isopods
PO Box 112
Kurten, TX 77862