FAQs

  1. What are the most important steps I can take to ensure the survival of my caterpillars?
  2. I received a voucher in the mail, not live insects. What happened to my order?
  3. A chrysalis fell to the bottom of the culture cup, what should I do?

 

Caterpillars/Butterfly Questions

  1. I am ordering for a School, when is the best time to start the project?
  2. I'd like to order a Live Butterfly Garden as a gift, but don't know whether the recipient is ready to take care of the live insects at this time. What should I do?
  3. How soon after arriving does the caterpillar project start?
  4. Where can I find Insect Lore Butterfly Kit Instructions?
  5. Where can I observe an instructional video of my Insect Lore Live Butterfly Garden?
  6. Are caterpillars available year-round?
  7. Do I need to sign for my caterpillars upon arrival?
  8. How long is the butterfly life cycle?
  9. I only have one voucher to redeem for a cup of caterpillars, can I order more cups at the same time?
  10. I received caterpillars instead of butterfly eggs. Can I get a replacement?
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Customer Service Questions

  1. What is your VAT number?
  2. Can I make one order for multiple addresses?
  3. I lost my live insect instructions. Where can I find them?
  4. I sent an email enquiry but do not seem to have a response yet?
  5. Can I redeem my live insect voucher online?
  6. I have lost my voucher, what do I do?
  7. I received a voucher in the mail, not live insects. What happened to my order?
  8. I chose today as my delivery day for my live order, but nothing has arrived?
  9. My online order was due to be dispatched today but I have not received an email to confirm this, has my order not shipped?
  10. What delivery service do you use?
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Voucher Help

  1. My voucher code is not being accepted?
  2. My voucher code is not in the format 'XXX-XXX-XXXX'?
  3. My voucher says it is 'currently being redeemed'?
  4. Why am I being charged postage on my Voucher redemption?
  5. I thought I had redeemed my voucher online, but I have no email confirmation and I have since lost/thrown my voucher out, what can I do?
  6. Can I redeem my live insect voucher online?
  7. I have an e-gift card to redeem - not a caterpillar voucher?
  8. I have lost my voucher, what do I do?
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Stick Insect Questions

  1. Where can I find instructions for my Living Twig Kit?
  2. How long will my stick insects take to hatch?
  3. I have had my eggs for weeks and they still look the same? Does this mean they will not hatch?
  4. How long will my stick insects live?
  5. How big will my stick insects grow?
  6. The egg is still attached to my stick insect, can I try and remove it?
  7. One of my Nymphs has died, is this normal?
  8. What should I feed the stick insects?
  9. Do I need to provide water for the stick insects?
  10. Can I handle the stick insects?
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Ant Questions

  1. Where can I find Insect Lore Live Ant Hill Instructions?
  2. How do I transfer the ants into the habitat?
  3. How do I care for my Live Ant Hill?
  4. Should I provide food for my ants?
  5. Should I provide water for my ants in the Ant Hill?
  6. Do my ants have enough air in the Ant Hill?
  7. Can I touch my ants?
  8. Should I release my ants?
  9. Can I re-use my live Ant Hill / Super Forest Ant?
  10. How many species of ants are there?
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Adalia Box (Ladybird Larvae) Questions

  1. How long will it take for my Adalia box to arrive?
  2. Does the Adalia box come with a guarantee?
  3. Can I release the ladybirds into nature?
  4. How long will the ladybird larva take to transform into adult ladybirds?
  5. My Adalia kit has arrived but I am not sure how it works?
  6. Should I provide food and water for my ladybird larvae?
  7. What are the black bits in the bottom of the tub?
  8. Nothing is happening with the larvae?
  9. What colour are the ladybirds when they emerge?
  10. How can I tell whether a ladybird is male or female?
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Evivo

  1. What do I need to set up my Evivo?
  2. How do I maintain the Evivo?
  3. Do you send shrimp out all year round?
  4. How long will the shrimp live for?
  5. Will they breed?
  6. My shrimp look dead on arrival! What do I do?
  7. Do I need to provide food or anything else for the shrimps?
  8. The water is milky/unclear, is there something wrong?
  9. There is a lot of algae, is this ok?
  10. There are weird transparent shrimp in my ecosystem. What are these?
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Giant Land Snails

  1. Where can I find Giant African Land Snail Instructions?
  2. How do I set up a habitat for my snail?
  3. How often do I clean the tank out?
  4. Do I need to provide a heat pad?
  5. How long can Giant African Land Snails live?
  6. How big will the Snails grow?
  7. Will my snail lay eggs?
  8. My snail has arrived dead?
  9. What do I feed the snails?
  10. Can I handle my Giant African Land Snail?
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Silkworm Questions

  1. Where can I find instructions for the Silkworm kit?
  2. How long will the whole process take?
  3. How long will it take my silkworm eggs to hatch?
  4. What temperature should the silkworms be kept at?
  5. How often should I feed the silkworms?
  6. How often do I clean the silkworm rearing tub?
  7. Can I handle the silkworms?
  8. My Silkworms are not eating or moving, what's wrong?
  9. How long before my silkworms start spinning silk?
  10. How long does it take for them to spin their cocoons?
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Butterfly Celebrations

  1. What size and colour are the butterflies?
  2. What months are they available?
  3. If I order online, how will you know what date I require the butterflies for?
  4. How will they be packaged?
  5. How will my butterflies be delivered?
  6. How do I care for my butterflies?
  7. What happens if it rains?
  8. Can you send outside of the UK?
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