BugToys.Net is part of Kathy's Critters, a privately held, diversified educational and entertainment services company. Kathy has entertained and educated thousands of children and adults throughout Los Angeles and the surrounding area with her Kathy's Critters nature programs. We are located in Redondo Beach, California. CONTACT INFO: (310) 318-1389 Our usual hours are Monday to Friday 9:30 a.m to 3:30 p.m Pacific Time. We are closed weekends and holidays. If we are unable to answer the phone right away, please leave your message on our message machine. Please speak slowly and clearly when leaving your name and number. We can't return a phone call if we can't understand the number. BugToys@KathysCritters.com HOW TO ORDER: Click on the item until you get to the description page. Click on the "Add to Cart" button. If there is no button, it is usually because that item is temporarily out of stock. On many items, there is a drop-down menu box for color, style etc. desired. The items online represent a few of the many selections we have. If you don't see what you want online, please call or send us an e-mail. We may have it, or can get it and will gladly take a special order from you. There may be a delay for some special orders. PAYMENT METHODS: We accept Visa, Mastercard and American Express, personal checks, and money orders. All information is kept strictly confidential and will NEVER be given or sold to ANYONE! If you pay by PERSONAL CHECK or MONEY ORDER: your purchase will be shipped after receipt of your check and after your check has cleared. We do not accept "e-checks". Our mailing address will be e-mailed to you in your confirmation letter after your order is placed. RETURNS AND GUARANTEE POLICY: BugToys.net has a 30-day money back guarantee. Most products (*see EXCEPTIONS below) are covered by our guarantee or we will refund your money for merchandise returned to our store within 30 days. We're sorry, but we cannot refund your shipping and handling fees as it has already been paid to the shipper. In order to receive your refund, we REQUIRE that you ship the returned item to our store and either (1) include a copy of your order and your receipt or (2) give us your name, address, order number and credit card information (including the number, expiration date and "authorization code" on the bottom of your receipt). We cannot give a refund if we do not have this information. There will be a $6.00 re-stocking fee for all returns under $60.00 unless the item was defective or there was a mistake on our part. $60.00 and up has a 15% re-stocking fee. *EXCEPTIONS: Live insects may not be returned as they will not survive a return trip. If they arrived dead, they will be replaced unless you were not home to receive them or did not leave a note to the carrier to leave them in a cool safe place. Returned candy must not be opened. The shipping box must be intact and must be marked "returned to sender - refused". Insect collections may not be returned as they must be packaged in a precise way as they are extremely fragile and there is no way for an inexperienced person to be able to package them properly. In the past when we allowed this, even when we word for word gave precise packaging instructions, every collection that had been returned was 100% in shambles. Special request bulk orders may not be canceled or refunded. INTERNATIONAL SHIPMENTS are sent USPS Air (post office) and are charged a minimum of $29.00 shipping and handling based on a small 1 -2 lb. package. Larger, heavier packages will have additional fees added later according to size and weight. This method can take 2 weeks or more. We have no control over the speed of the post office. They do not offer tracking for International shipping. If you would like a faster, guaranteed method, please email your request and we will add the necessary charges. EXPIDITED or "RUSH" ORDERS: USPS Express is available in your shipping choices. We try to get these orders shipped out sooner than the Priority method. Our cut-off time for "SAME DAY" process/ship out is 9:00 a.m. Pacific Time. If we have a problem with your order and are unable to contact you, there will be a delay. Please make sure that we have all contact numbers for you and please check your e-mails. You MUST meet a $25.00 minimum purchase for us to "rush" a shipment. We cannot guarantee a same day ship out under this amount. SHIPPING AND HANDLING FEES: Shipping and handling charges are automatically added into your order. The fee shown is based on the order's dollar amount. These usually cover the cost for a 1-2 lb package. Additional charges may be added for overweight or oversize packages. A small handling fee is added into the fee. Outside United States: USPS Air (For International shipments ONLY) $30.00 Inside United States USPS Priority (2-3 days SHIP TIME-does not include processing time) Price starts at $9.00 for a small package. Inside United States USPS Express (1-2 days) starts at $29.00 Most Fed Ex Next Day and 2 & 3 day prices are calculated at the time of shipment, so will be added in later may not be shown in your total. Fed Ex Ground prices start at $10.50. ********PROCESSING TIME AND AVAILABILITY:******** The standard time it takes for an item to be printed, processed, packaged, labeled, pulled from the warehouse and shipped out of our store is 3-4 BUSINESS days (M-F -closed weekends & holidays) as stated in the "availability" portion of the item's page. "Availability" time DOES NOT include the transit time. If there is a problem with your order, we will try and contact you ASAP. We try to get them out faster, but sometimes it's pretty busy and we do the best we can. On "slow days", we can sometimes send them out the same day or the next. PLEASE READ Items that are sent from other facilities, such as many of the live beneficial insects, cannot be sent by any method or time frame other than that stated on that item's page. These, therefore, cannot be expedited. Live ants and live ladybugs are usually sent from our location and are generally shipped out the Monday or Tuesday following your order Live insects, snails and worms are sent to the Continental U.S. ONLY according to the time-frame stated on their page. Decollate snails may not be shipped to central and northern California. Multiple orders which include live insects with other merchandise such as toys and candy, or orders that have items which require more than one box, may have additional shipping and handling fees added to cover the additional cost of two shipments. Extra shipping and handling fees will be added to oversized and extra heavy packages. PHONE ORDERS: We offer secure online ordering. BugToys.net has a $25.00 minimum purchase requirement for phone orders. Thank you. DISCOUNTS Military families, police/firefighters, teachers/ schools, educational facilities (museums, nature centers, zoos etc.), non-profit organizations, and customers who have booked a Kathy's Critters presentation are eligible for a discount. If you fall into one of these categories, please e-mail Kathy@KathysCritters.com to have your discount applied to your order. Give your organization information (name, address or location, phone number) of school district, institution, department, base/station etc. or name of birthday child and booked Kathy's Critters party date. SALES TAX: 9.25 % sales tax will be added to all merchandise shipped to California addresses. CONTACT INFO: Phone: (310) 318-1389 e-mail: BugToys@KathysCritters.com