BioPop guarantees that your dinoflagellates will arrive alive and healthy. If you've opened your Dino Pet immediately upon arrival, followed the instructions in the Dino Care Manual and are not seeing any bioluminescence by the third night, please contact our Customer Service Team.
Temperature fluctuation during shipping is the main cause of dinoflagellates not lighting up. If the living dinoflagellates become too hot or too cold during shipping, they can perish before ever arriving to you. We take precautions such as adding insulation and expediting shipment. However, during extreme temperatures, these precautions may not be 100% effective.
Once we receive your order we get to work on it right away. This means that once we've started processing your order, changes and cancellations are not accepted. If you have any questions or concerns, please email our Customer Service Team.
If for any reason you are not completely satisfied with your purchase, we will accept returns on our products (in new, unused condition and original packaging) within 15 days of receipt, unless otherwise noted on the product page. Contact our Customer Service team to initiate a return authorization. You are responsible for shipping the product back to us and we will credit your account within 10 days of receiving the product in our warehouse, less a deduction for the price of outbound shipping and a 15% restocking fee. To ensure it arrives safely, we highly recommend you return the product via the shipping method/carrier we used to send it to you. You must initiate shipment within 10 days of receipt of the RMA#.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any Canadian, European and Asian orders. All orders shipped to Canada, Europe and Asia are final sale.
Items marked "Non-returnable" may not be cancelled or returned. Custom or Made-to-Order items, imported items, and certain large volume orders are also non-cancellable and non-returnable.
If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 30 days of receiving your order.