Refunds and guarantee

Our guarantee

We grow our own nematodes, ship them only early in the week, and pack them so they're delivered within 2 business days, alive and ready to work.

If your order is lost, damaged, or delayed more than 3 days, we'll replace it.

A thawed cold pack is normal

The most common worry we hear is a thawed cold pack. No need to worry: it doesn't affect your nematodes. Our shipping is tested to keep them alive for 92+ hours even at 100°F, and your order arrives well within that. Put them in the refrigerator right away (ideally 35 to 50°F) if you're not applying them immediately, and use them by the date marked on the package. See Shipping and arrival.

You don't need to check them

Nematodes are microscopic, and even with a microscope it's hard to tell whether they're alive. You don't need to try. If your order arrived on time and the package isn't damaged, your nematodes are in good shape.

If there's a problem

Contact us with your order number and let us know what happened, and we'll make it right. We're happy to help.

What the guarantee doesn't cover

Beneficial nematodes are living organisms, and how well they work depends on things that happen after they leave us. The guarantee covers getting your order to you, not pest control results. It doesn't cover:

• nematodes that weren't refrigerated promptly, were frozen, or were used after the date on the package
• results that depend on how and when they were applied, the weather, the soil, or how bad the infestation was
• packages delivered to a wrong address given at checkout, or left outside for a long time after delivery

We make no other warranty, expressed or implied. If you're not getting the results you hoped for, ask us. We're glad to help you figure out why.

Returns

Because nematodes are alive and perishable, we can't take them back once they've been delivered.

If we ever refund an order, the refund goes back to your original payment method.

How to reach us

Send us a message through our contact form.