FAQ: Purchase and shipping

FAQ

Answers about frecuenly questions. In this section you´ll found all the frequently asked question related to the our products and services. If you don´t found any your questions and answer here, contact us.

Purchase and shipping

  1. Where can I purchase the World Alive kits? To locate your neerest store, go to the link " Retail Points of Sale" or visit our link "Online Purchase" if you want to buy here.
  2. What is the return policy? If you visibly and clearly see that the product has been damaged during transport or if you recognize without opening the package that the wrong product had been delivered or if the insects are dead when you receive the delivery without opening the packaging or the parts of the product, you need to proceed as follows: Send us an e-mail within 48 hours after receipt of the delivery to: info@world-alive.net. Please state your contact data information, the ordered product and, in order to help us to find your purchase order, we also would like to ask you to state the order number. This way, we can handle the claim we will be able to handle the claim regarding the product and replace the claimed product by a new product or reimburse the price which you had paid. Generally, it is not necessary to return us the delivery, this only applies in exceptional cases. The products will be replaced within 7 days upon receipt of your claim.

    Our company is responsible for dispatches of insects which are delivered dead or in cases in which the first sending had not been delivered if the postal address had been correctly entered by the customer. If, due to the local postal delivery delays, the deliveries will not be are not received even after 2 dispatches or if the customer has made wrong entries when he placed the online order order online, the company will not bear the cost of a new delivery.

    Insects which arrive living and are dying die later on are non-returnable, since because they where living when they arrived at their destination address; However, there are different environmental influences such as e.g. for example the use of sprays and insecticides, changes of temperature and many other influences which we cannot foresee. When purchasing Aqua Dragons please thoroughly read the instructions which are included in your kit. If you see that your pets do not eclose hatch within 2 or 3 weeks, please write send us an e-mail and explain your situation in a way that we can instruct you or send you a new product, if necessary.
  3. What are the purchasing conditions in this website? We dispatch living insects to addresses within the European Union only. Customers from the USA, Canada, Australia and other countries where our products are marketed need to read the indications beside the product. Here are the insect suppliers for the corresponding continents.

    We only dispatch live insects on Mondays (and only by mail order) in order to avoid keeping the insects in the post office over the weekend.

    All other products are dispatched by mail order except for some particular cases, e.g. like for example if the customer has selected another type of dispatch and if he is bearing the corresponding postal charges; or depending on the ordered quantity, our company may also choose to deliver the products to the customer by courier service. The forwarding charges in Spain are ranging from 0 € (for insects) to maximum 12 € depending on the size of your order. For other countries, the forwarding charges depend on the country of destination and on the size of the order. Your order will be dispatched under the trade name Sea Monkeys Distribución S.L. You will also find the trade name Sea Monkeys Distribución S.L. as a reference in your credit card statement if the invoice is directly debited to your account.

    Availability of the products: If a product is no longer available, you will receive an e-mail which will inform you about it and which will propose you to choose another comparable product. However, if the parts of the products remain the same and the only difference is the packaging, you will directly receive the new product.
  4. How do I order online? 1. Select the product(s) you wish to purchase. The products will be placed in the shopping cart.

    2. When you have finished selecting your products, click on the button: Buy online.

    3. Completely fill in the address form and make sure that you have well entered your e-mail address and your postal address. If you cannot go to the following page, it means that you have omitted to fill in one of the compulsory fields. Check your data once again and then proceed on the following page. At the end of the purchasing process, the system will send you an e-mail to confirm your order.

    4. If you have successfully finished the purchasing processes, the system will offer you two options for payment and delivery. We recommend you to select the option of postage, since this is the most cost-efficient way to receive your products. If you have chosen to pay by credit card the payment will be performed via our banks secure site.
  5. How long do orders take to arrive? The delivery depends on the choice you have made for payment and transport while filling out the order form. If you have chosen to pay by cheque or bank transfer, the order will be sent onc we receive the payment. It may take up to two weeks. If you chose to pay by credit card or payment on receipt you will receive your order 3 to 14 days later by mail. If you chose to receive your order by courier delivery you will receive it within a week. Contact us if you don't receive it. The orders placed in august and december take a few more days to arrive because of delays due to holidays.
  6. What are the payment options? Payment by cheque: Please send us your cheque with your order number marked on the reverse side. Once it has successfully been cashed your order will be sent. Post the cheque to:SMD SL (World Alive) Muntaner 237, 3º 2ª 08021 Barcelona (Spain)- Tel +34 93 285 2852- Fax +34 93 512 1875- e-mail: info@world-alive.net
    Payment on receipt: *(Spain)Payment directly to the courier company who delivers the parcel. If you are not home at the time of delivery, the courier company will contact you by phone.
    Bank Transfer: Pay the total amount of your order into the following account and use the order number as the reference so we can match it to your order:International Bank Account Number Sea Monkeys Dist.SL. Account details: Transfers from a Spanish account: BANCO SANTANDER CENTRAL HISPANO 0049 1878 90 2210290053 Company: Sea Monkeys Dist.SL. Transfers from a bank outside Spain:International Bank Account Number BANCO SANTANDER CENTRAL HISPANO ES97 0049-1878-90-2210290053 SWIFT CODE BSCHESMM Company: Sea Monkeys Dist.SL.
    Contact: -Tel +34 93285 2852- Fax +34 935121875 -E-mail: info@world-alive.net
    Money order in advance: *(Spain) Send a Spanish money order noting your order number as the reference so we can match it with your order. Note your order will not be sent until the postal money order arrives. Our address details are: SMD SL (World Alive) Muntaner 237, 3º 2ª 08021 Barcelona (Spain)
    Contact:- Tel +34 93285 2852- Fax +34 935121875- E-mail: info@world-alive.net
    Visa / Mastercard:Payment by credit card using our bans secure site. Please note that debit cards cannot be accepted.
  7. What are the transport options? International Postage: Delivery in approximately 14 days for orders placed within the european union.

    International courier: Delivery in approximately 21 days for orders placed outside the european union.

    International Courier EU (TNT): Delivery in approximately 5 days for anywhere in the european union.

    Exterior International Courier (TNT): Delivery in approximately 7 days for anywhere outside the european union.

    National courier: Delivery within 72 hours to 5 days.

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