Monday to Friday 8am to 5pm the quickest way to contact us is via the telephone
on 0845 0945 499 (local call rate). You will often be able to contact us normal
outside working hours - or leave a message and we will contact you.
You can also email us via the 'contact us' link. You can write to us via the postal address on the about us page.
The price you pay is the advertised price at time of order. Prices include VAT, and first class postage and packing (UK addresses only). You can also choose to pay extra and send by a tracked service. The total price shown on the bottom right of the order form is the price that you will pay when your credit card is authorised.
We aim to advertise only what is available. Occasionally a product may become obsolete at short notice. In this case we will refund your payment. We will only substitute if there is a very small difference between what you ordered and the product sent - eg new packaging or a larger size.
If you change your mind after placing your order then phone us directly on 0845 0945 499 and we will cancel your order and refund your payment provided your controls have not yet been ordered. For popular product we can accept cancellations after we have ordered the product for you, because we can sell it to another customer. However for specialist items (over £40) we cannot do so. Unfortunately we cannot accept any cancellations after the product has been shipped because controls are perishable.
If you are in any way disappointed with the service, please telephone us on 0845 0945 499 (local call rate) within 3 days of receipt. If we can establish that the goods were substandard or damaged in transit we will offer the alternative of a refund or a replacement.
Most product is composed of living organisms we cannot completely guarantee that they will suppress the pest population in your particular environment. We can only guarantee to send them out fresh and in good condition.
We order in live product on the basis of what our customers order the previous week.
There may be between 1 day and 8 days lead time, depending on the product.
The estimated lead time will be shown on your order form ("available from" date). However occasionally our suppliers let us down - most of the product is bred and not manufactured so there a lot of uncertainties. If we cannot obtain the product in time we will not be able to compensate you for the delay.
We cannot 100% guarantee a delivery date for first class post, although over 92%
of first class packets are received on the day expected. If your packet is delivered
late by Royal Mail we will not be able to compensate you.
However if you pay the courier surcharge there is a 99% chance of delivery on time, and if a courier delivery is delayed and the delivery was correctly addressed we will refund your delivery charge.
Nothing explained above takes away your statutory rights as a consumer. The Distance Selling Directive (2000) applies to the non-perishable items in your order.