Refund policy

 

GrubTerra Refund, Return & Replacement Policy

 

Our Guarantee

At GrubTerra, we take pride in delivering high-quality dried treats and live black soldier fly larvae. We back our products with a 30-day refund and replacement policy to ensure customer satisfaction under fair and reasonable circumstances.


What We Cover

You may qualify for a refund or replacement if one or more of the following conditions apply:


1. Product Damage or Defect

  • The product was damaged during shipping.
  • The product quality is unsatisfactory or not as intended.
    Examples include:
    • Chickens refuse to eat the larvae.
    • Larvae appear blackened, burnt, crushed, or otherwise defective.
    • The packaging (bag) arrives ripped or torn or broken, exposing or compromising the product.

Evidence required:

  • Clear photos and/or videos of the issue.
  • Submitted within 30 days of product delivery.


2. Lost or Delayed Packages

If your order appears stuck or lost in transit:

  • Please notify us at support@grubterra.com.
  • We require a minimum of 15 days from the shipping date before processing a refund or reshipment. This waiting period gives the carrier time to complete or resolve the delivery, as packages often resume movement after delays.
  • Note: This policy applies only if the shipping address provided at checkout was accurate and complete.


3. Live Larvae Replacements

If your live larvae arrive dead or damaged:

  • Submit video and/or photo proof.
  • Once approved, replacements are shipped on the next available Tuesday.


What We Do Not Cover

Refunds or replacements will not be issued under the following conditions:

  • Incorrect Shipping Address:
    Orders shipped to an address that was entered incorrectly by the customer at checkout are not eligible for refunds or replacements. It is the customer’s responsibility to verify the shipping information before submitting an order.

 

  • Customer Errors:
    • Ordering the wrong product, size, or quantity.
    • Duplicate orders placed by mistake.
    • Disliking the product without a valid product defect.

 

  • Subscription Orders Already Processed:
    Subscription renewal orders that have already been labeled and queued for shipment cannot be canceled or refunded. You may cancel future recurring orders at any time through your account or by contacting support.

 

  • Free-Trial Promotion Terms:
    If you joined a promotion offering a free first order (shipping charges only):
    • You agree to a minimum of two (2) shipments.
      • First shipment: free, customer pays shipping.
      • Second shipment: billed at full subscription price.
    • Early cancellation prior to the second order being fulfilled is not permitted, except at GrubTerra’s sole discretion.
    • Once the second order is labeled or shipped, it is non-refundable unless it falls under one of our refundable reasons that are listed above.

 

  • Insufficient Proof for Claims:
    Any claim submitted without photo or video documentation will not qualify for refund or replacement.

 

  • Impatience with Delayed Shipments:
    Refunds or replacements will not be issued for packages in transit fewer than 15 days. This allows adequate time for the shipping carrier to complete delivery.


How to Request a Refund or Replacement

📧 Email: support@grubterra.com
Please include:

  • Your order number
  • A brief description of the issue
  • Relevant photos and/or videos

Each request is reviewed individually and responses are typically sent within 1–2 business days.


Refund Timeline

If a refund is approved:

  • It will be processed to your original payment method.
  • Processing times may vary depending on your financial institution.


Final Note

GrubTerra reserves the right to deny refund or replacement requests that fall outside of this policy or show signs of abuse, fraud, or repeat misuse. Our policies are designed to be fair for both our customers and our team.