FAQs
- What are the most important steps I can take to ensure the survival of my caterpillars?
- I received a voucher in the mail, not live insects. What happened to my order?
- A chrysalis fell to the bottom of the culture cup, what should I do?
Search FAQs
Caterpillars/Butterfly Questions
- I am ordering for a School, when is the best time to start the project?
- 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?
- How soon after arriving does the caterpillar project start?
- Where can I find Insect Lore Butterfly Kit Instructions?
- Where can I observe an instructional video of my Insect Lore Live Butterfly Garden?
- Are caterpillars available year-round?
- Do I need to sign for my caterpillars upon arrival?
- How long is the butterfly life cycle?
- I only have one voucher to redeem for a cup of caterpillars, can I order more cups at the same time?
- I received caterpillars instead of butterfly eggs. Can I get a replacement?
Customer Service Questions
- What is your VAT number?
- Can I make one order for multiple addresses?
- I lost my live insect instructions. Where can I find them?
- I sent an email enquiry but do not seem to have a response yet?
- Can I redeem my live insect voucher online?
- I have lost my voucher, what do I do?
- I received a voucher in the mail, not live insects. What happened to my order?
- I chose today as my delivery day for my live order, but nothing has arrived?
- My online order was due to be dispatched today but I have not received an email to confirm this, has my order not shipped?
- What delivery service do you use?
Voucher Help
- My voucher code is not being accepted?
- My voucher code is not in the format 'XXX-XXX-XXXX'?
- My voucher says it is 'currently being redeemed'?
- Why am I being charged postage on my Voucher redemption?
- 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?
- Can I redeem my live insect voucher online?
- I have an e-gift card to redeem - not a caterpillar voucher?
- I have lost my voucher, what do I do?
Stick Insect Questions
- Where can I find instructions for my Living Twig Kit?
- How long will my stick insects take to hatch?
- I have had my eggs for weeks and they still look the same? Does this mean they will not hatch?
- How long will my stick insects live?
- How big will my stick insects grow?
- The egg is still attached to my stick insect, can I try and remove it?
- One of my Nymphs has died, is this normal?
- What should I feed the stick insects?
- Do I need to provide water for the stick insects?
- Can I handle the stick insects?
Ant Questions
- Where can I find Insect Lore Live Ant Hill Instructions?
- How do I transfer the ants into the habitat?
- How do I care for my Live Ant Hill?
- Should I provide food for my ants?
- Should I provide water for my ants in the Ant Hill?
- Do my ants have enough air in the Ant Hill?
- Can I touch my ants?
- Should I release my ants?
- Can I re-use my live Ant Hill / Super Forest Ant?
- How many species of ants are there?
Adalia Box (Ladybird Larvae) Questions
- How long will it take for my Adalia box to arrive?
- Does the Adalia box come with a guarantee?
- Can I release the ladybirds into nature?
- How long will the ladybird larva take to transform into adult ladybirds?
- My Adalia kit has arrived but I am not sure how it works?
- Should I provide food and water for my ladybird larvae?
- What are the black bits in the bottom of the tub?
- Nothing is happening with the larvae?
- What colour are the ladybirds when they emerge?
- How can I tell whether a ladybird is male or female?
Evivo
- What do I need to set up my Evivo?
- How do I maintain the Evivo?
- Do you send shrimp out all year round?
- How long will the shrimp live for?
- Will they breed?
- My shrimp look dead on arrival! What do I do?
- Do I need to provide food or anything else for the shrimps?
- The water is milky/unclear, is there something wrong?
- There is a lot of algae, is this ok?
- There are weird transparent shrimp in my ecosystem. What are these?
Giant Land Snails
- Where can I find Giant African Land Snail Instructions?
- How do I set up a habitat for my snail?
- How often do I clean the tank out?
- Do I need to provide a heat pad?
- How long can Giant African Land Snails live?
- How big will the Snails grow?
- Will my snail lay eggs?
- My snail has arrived dead?
- What do I feed the snails?
- Can I handle my Giant African Land Snail?
Silkworm Questions
- Where can I find instructions for the Silkworm kit?
- How long will the whole process take?
- How long will it take my silkworm eggs to hatch?
- What temperature should the silkworms be kept at?
- How often should I feed the silkworms?
- How often do I clean the silkworm rearing tub?
- Can I handle the silkworms?
- My Silkworms are not eating or moving, what's wrong?
- How long before my silkworms start spinning silk?
- How long does it take for them to spin their cocoons?
Butterfly Celebrations
- What size and colour are the butterflies?
- What months are they available?
- If I order online, how will you know what date I require the butterflies for?
- How will they be packaged?
- How will my butterflies be delivered?
- How do I care for my butterflies?
- What happens if it rains?
- Can you send outside of the UK?