Refund and Replacement Policy

GrubTerra Refund, Return & Replacement Policy

Our Guarantee

At GrubTerra, we are committed to providing high-quality products and excellent customer service. We offer a 30-day refund and replacement policy for all dried treats and live larvae orders.

Refund & Replacement Policy Details

What’s Covered

You may be eligible for a refund or replacement under the following circumstances:

  • Transit Damage: The product arrives damaged due to shipping.
  • Lost or Delayed Packages:
    If an order appears to be lost or significantly delayed in transit, please notify us.
    • We require a minimum of 15 days from the ship date before we can process a refund or replacement. This allows time for the carrier to complete delivery or locate the package, as shipments often resume movement after temporary delays.
  • Quality Issues: The product is defective or does not perform as intended.
    Examples:
    • Your chickens will not eat the black soldier fly larvae.
    • Larvae appear blackened, burnt, or crushed upon arrival.
    • Live larvae arrive dead or severely damaged.

Note:
To process a claim, you must provide:

  • Photos and/or videos clearly showing the issue.
  • Evidence must be submitted within 30 days of delivery.

Live Larvae Orders

If live larvae arrive dead or damaged:

  • Submit photos and/or video evidence.
  • Once approved, a replacement will be shipped the following Tuesday.

How to Request a Refund or Replacement

Contact us at support@grubterra.com with:

  1. Your order number.
  2. Description of the issue.
  3. Photos/videos demonstrating the problem.

We review claims case-by-case and strive to ensure customer satisfaction wherever reasonable.

Important Terms for Subscription Promotions

Free First Order Promotion (10lb Bag Subscription)

By accepting our "First Order Free + Shipping Only" promotion:

  • You agree to a minimum of two (2) shipments:
    • The first shipment is free (shipping charges apply).
    • The second shipment is billed at the regular subscription price.
  • Early cancellation before the second order is fulfilled will not be permitted, except at GrubTerra’s sole discretion in extraordinary circumstances.
  • Once the second order has been processed (labeled/shipped), no cancellations or refunds will be issued for that order.

Subscription Shipments

  • If a subscription renewal order has already been processed (labeled/shipped), it cannot be canceled or refunded.
  • Future orders can be canceled at any time by contacting support or managing your subscription through your customer portal.

What Is Not Covered

Refunds/replacements will not be issued in these scenarios:

  • Customer error: Ordering the wrong product, duplicate orders, or disliking the product without a quality issue.
  • Failure to cancel before a subscription renewal processes.
  • Attempting to cancel or refund the second required shipment under promotional terms.
  • Missing or inadequate evidence (photos/videos) for quality or damage claims.

  • The customer putting wrong address and realizing it after order was ship or processed by our system

Refunds Timeline

  • Refunds will be issued to the original payment method.
  • Processing times may vary based on your bank or card provider.

Contact Us

For all refund, return, or replacement inquiries:
📧 support@grubterra.com