ORDERS DELIVERED TO CARRIER NEXT BUSINESS DAY WEATHER PERMITTING* | THANK YOU FOR VISITING US!

Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at contact@motherworms.ca

Modifying an Order

If you would like to add or remove items from a shipment after checkout, please contact us via email at contact@motherworms.ca before the next business day to notify us. 

We will direct you on how to add to your shipment. In most cases, the additional item(s) can be purchased in a separate order using the local pickup option to avoid double-shipping fees. 

Shipping weight limits still apply and will be factored into the final cost accordingly.

Adding to your order may delay fulfillment 1 business day.

If your original order has already shipped, then it is too late to add or remove items from your shipment.

Order shipment can be delayed upon request to group multiple orders after checkout. 

This helps customers secure items that are in stock but are waiting to buy other items which are not in stock and allow them to avoid multiple shipping fees.

If you would like to delay shipment to group with future orders, please contact us via email at contact@motherworms.ca before the next business day to notify us. 

In most cases, the additional orders use the local pickup option to avoid double-shipping fees. 

Shipping weight limits still apply and will be factored into the final cost accordingly.

If your original order has already shipped, then it is too late to delay your order and group shipments.

Returns and Refunds

Your 100% satisfaction is important for us.

For all products other than live worms and cocoons, if a product is faulty upon delivery - we offer 100% refund or replacement. Most likely the carrier damaged the parcel during transit and we can pursue the carrier for reimbursement.

We offer a 30-days Return Policy, since the day the item(s) was received.

To be eligible for a return, product must be unused. 

For returns, please email contact@motherworms.ca with the subject 'Returns' and include your order number, name and the reason for the return.

We will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

Please note that customers are responsible for shipping costs of returned items.

When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Live worms and cocoons are not eligible for return due to the nature of the products. However live worms and cocoons have an arrive alive guarantee. If customers receive dead worms, they must provide photo or video evidence on the same day as receiving them and discuss with us the weather conditions and how the worms were received. Once it is determined that the worms died during shipment, a replacement order will be arranged and sent according to weather conditions. If it is found that the worms may have died while sitting outside for an extended period of time, a replacement order or refund may not be given.

It is the responsibility of the customer to monitor shipment tracking for live worms and cocoons and have someone available to receive them and bring them indoors immediately. If live worms are left outside in extreme weather conditions such as below 1°C or above 29°C, or in direct sunlight, the worm survival rate becomes extremely low. 

It is also the responsibility of the customer to transfer the live worms from their shipping bag into a worm bin as soon as possible to give the worms the best chance to survive.

 

Shipping

We ship to the following provinces in Canada: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, PEI, Quebec, Saskatchewan, and Yukon.  

Yes, local pickup can be selected at checkout. Pickup is at 191 Overlea Drive, Kitchener, ON, N2M1T4. Once you receive a notification that your order is ready for pickup, contact us to arrange a pickup time.

Shipments are sent next business day to the carrier except during poor weather, carrier delays, or customer request. 

The carrier will send their delivery time estimate to you by tracking email but often they are faster than their estimate. 

For shipping near a city in Ontario, delivery time is an estimated 1-2 business days. 

For each province away from Ontario add an estimated 1 business day (example: Manitoba add 1 business day, Saskatchewan add 2 business days). 

For shipping to rural areas or postal codes, Canada Post will likely be the carrier, add an estimated 1-2 business days on top of estimates above.  

We delay shipment of live worms if daily highs are below 0°C or above 29°C between Kitchener, ON and destination.

We delay shipment of live worms if a carrier is overwhelmed and they are not delivering parcels in a timely manner.  

We can delay shipment if requested by you the customer for whatever reason you provide.

We will contact you if your shipment is delayed and work with you to send your order as soon as safely possible.  

 The carriers we most commonly use are UPS, Canada Post, and Purolator.  

Worms can survive ~2 weeks in transit in mild weather. 

The cooler the weather, the longer they will survive in transit and vice versa.

If you live far from Ontario in a rural area, we can work with you to ship worms during favorable weather.

Yes, weight limits per shipped order are as follows: ON QC: 20 KG | AB BC MB NS NB SK: 9 KG | NL YT: 5 KG

To exceed the weight limit, a new order order must be made. Or you can contact us for bulk order options.