FAQ

ORDERS

What do I need to place an order?

During the checkout process, the following information is required to place an order:

Item number or product name and the quantity required
Recipient name
Contact information (email address & telephone number)
Complete billing and shipping addresses. Please ensure that someone will be present to receive the order at the shipping address listed, as the beneficial insects must be used or stored immediately according to their specific needs. We cannot deliver to PO boxes.
Payment information (we accept MasterCard, Visa, Google Pay and Shop Pay).

You will receive an acknowledgement from Koppert Canada when your order is received advising you of the expected shipping date. If you do not receive a confirmation from the web shop within 24 hours of placing your order, please contact us to confirm your order status.

Order Deadlines per Time Zone

Vancouver PDT - 12 (noon)

Edmonton MDT - 1pm

Winnipeg CDT - 2pm

Toronto EDT - 3pm

Halifax ADT - 4pm

St. John's NDT - 4:30pm

SHIPPING & STORAGE INFORMATION

When will my order arrive?

Most of our products contain living organisms; therefore, we must follow specific procedures to guarantee their safe transportation from our door to yours. All orders received before Wednesday (3:00 pm EST) will ship the following week. We guarantee the product will arrive before end of day Saturday. Orders are not shipped or delivered on weekends or holidays.

What does it cost to ship my order?

Shipments to ON, QC & BC

For orders under $150 CAD a courier fee (flat rate) of $25 CAD will be applied. For orders $150 - $999 a courier fee (flat rate) of $50 CAD will be applied.
Orders over $1,000 CAD ship free.

Shipments to AB

For orders under $150 CAD a courier fee (flat rate) of $25 CAD will be applied. For orders $150 - $999 a courier fee (flat rate) of $55 CAD will be applied.
Orders over $1,000 CAD ship free.

Shipments to SK, MB, NB, NL, NS & PE

For orders under $150 CAD a courier fee (flat rate) of $40 CAD will be applied. For orders $150 - $999 a courier fee (flat rate) of $95 CAD will be applied. Orders over $1,000 CAD ship free.

Shipments to Territories (NT, NU, YT)

For orders under $1,000 CAD: An air fee (flat rate) of $150 CAD will be applied.

What will my package look like?

Most of our live products, except sachets are shipped in an Eco-friendly shipping box with high quality ice packs to preserve their viability.

Non-live products (e.g. traps) may be shipped in cardboard boxes or mailing envelopes.

How do I store my order?

Beneficial insects have a very short life expectancy, so they need to be introduced into the plants as soon as possible after they arrive. Storing your products for any length of time past the expiration date or under conditions different from those listed on the package will have a negative effect on quality and function. Koppert Canada is not liable for any loss of efficacy if the product is stored for longer than recommended and/or under incorrect conditions.

Do you ship internationally?

No. There are strict international restrictions on the trade and shipment of insects and other organisms. Therefore, we can only sell and ship our products within Canada.

Payments

Payments can be made by Visa, Mastercard, Google Pay, or Shop Pay.

When an order is placed, the total amount will be pre-authorized in the credit card and the total will be charged when the order is processed (order deadline day).

All taxes extra where applicable. HST/GST # R137348934

Modifications, Cancellations and Return Policy

Order cancellations or modifications must be requested by email before the weekly shipment deadline; if you need to make any changes to your order, contact us as soon as possible!

Orders cannot be cancelled or changed after 3:00 pm EST, Wednesday.

No product returns under any circumstances. If you have a product complaint please fill out our Quality Concern Form

TERMS AND CONDITIONS

Customer will be charged the product price as listed in this web shop.

Product prices listed do not include shipping. Unless otherwise stated, additional courier fees apply to all orders. We are unable to deliver to PO boxes.

All taxes are extra, if applicable. HST #R137348934, QST #1205328455. Payment will be captured on Wednesdays and afterwards, your order will be processed.

All complaints must be reported to Koppert Canada Limited within 24 hours of product delivery. Order deadline is 3:00 pm EST on Wednesdays (Eastern Standard Time) for guaranteed delivery on Monday of the following week.

We do not refund customers for lost or stolen items.

By using our website you accept the Terms and Conditions listed above.

PRODUCT GUARANTEE

All Koppert products are guaranteed to arrive at your location alive. If you have concerns that your order may have been damaged, please contact us immediately by completing this form. All complaints must be reported to Koppert Canada within 24 hours of receipt of shipment. If appropriate, we will issue a full refund. We do not offer order replacements.