866-2SS-WORM (866-277-9676) All Sizes in Stock

FAQ

Payment

What payment methods do you accept?

Serenity Silkworms accepts the following credit cards: MasterCard, Visa, American Express, and Discover. Amazon Pay, PayPal are all accepted here. If you have any issues with submitting a credit card directly, we suggest using PayPal since you do not need to set up an account to use it.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Do you offer refunds?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Please note the process for refunds on live Silkworms below.

 

We cannot accept a return shipment of silkworms. If you purchase 25, most likely there were 30 placed within your order to compensate if any did not make the journey from us to you.  You must contact us within 12 hours upon receipt. Serenity Silkworms will receive notifications on when orders are delivered.  We suggest you track them as well so that you can make sure someone is home to welcome the Silkworms when they arrive.

We require a video chat to see the Silkworms as they are packaged.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Register for an Account and follow the instructions on-screen.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with the email below just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

 

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How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via Orders@SerenitySilkworms.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it. Please see the return policy on Silkworms, Thank you.

 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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When will my order arrive?

All silkworm orders are shipped 'Next day Air'. you will have your pets silkworms by the end of the next day. This service is only available Monday through Friday. If placing an order on Saturday or Sunday, we will ship your order on Monday and it will arrive on Tuesday.

 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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What countries do you ship to?

We ship Non-Living products and accessories to most regions worldwide. At this time we only ship Silkworms within the continental United States. 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Shipping is calculated upon checkout. It's based upon the products you select and the speed at which you require them to arrive at. We only ship Silkworms Next Day Air. If your order value is more than $100, we provide free shipping within the U.S.

 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. This applies to all items EXCEPT silkworms. For Silkworms, please send a picture within 12 hours of receiving your silkworms to Orders@SerenitySilkworms.com along with an explanation.

How do I return an item?

Please contact our customer service team via orders@SerenitySilkworms.com Providing the return is within the 14-day cancellation period and meets our return criteria (no Silkworms), we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you. You may also check your deleted mail item folder or your spam folder. 

 

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via Orders@SerenitySilkworms.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

You can always email us at Orders@SerenitySilkworms.com or call us at 866-2SS-WORM      (866-277-9676)

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