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FAQs


Q: What's the return policy?

A: You could return or exchange within 7 business days of receipt/delivery if you are not satisfied with your purchase. Our refund policy applies to unopened, unused, and undamaged items in original quantities and condition with the original receipt.

Return shipping/handling and original shipping/handling charges are non-refundable and are at the customer's expense. Returned items that are not defective are subject to a 15% restocking fee.

Q: How do I pay?

A: We accept VISA or Master card via PayPal.

Q: How can I return the merchandise?

A: If you are going to return merchandise please send email to service@realcoolbug.com for authorization. A scheduled pick up will be arranged. We will not accept returns without authorization.

Q: What if the merchandise that I received is damaged?

A: If the item(s) you received were damaged, please contact us within 3 days of receipt at service@realcoolbug.com for exchange instructions. Original shipping and handling costs won’t be refunded, but we will ship replacement at our expense.

Q: Which shipping services are we using?

A: Usually we use UPS ground for United States shipping, and we use CANPAR ground for Canada shipping. For international customers (outside US and Canada), we use DHL or UPS.

Q: Where do we ship from?

A: We have two warehouses: one in Niagara Falls, NY, USA and the other one in Niagara Falls, Ontario, Canada. For US customers we ship from Niagara Falls, NY, and for Canada customers we ship from Niagara Falls, Ontario.

Q: I am a wholesale customer, how do I place an order?

Please contact us directly for wholesale pricing. Call 905 358-1688 or 905 358-1686. Thank You.

Q. If an item is discontinued does that mean you dont have it in stock?

A. No! Our discontinued items are of limited value, however it is a first come first serve basis. Please refer to the Special Section for a complete list of discontinued items.

Q. Are they REAL?

A. Yes! All of the plants and animals used in Real Bug and Shamrock products are REAL.

Q. What if I drop it will it break?

A. Your specimen will NOT break if it is dropped?C the acrylic will scratch if handled on a rough surface.

Q. If I take the spider out of the acrylic will it come back to life?

A. The animal specimens WILL NOT come back to life.

Q. Where are the bugs from?

A. The animals we use are from China. However, most of the species we have are common pests and can also be found in most other parts of the world.

Q. What is Shell bracelet made of?

A. The Shell in the bracelet is a REAL shell; the bracelet wristband is made from acrylic.

Q. Is the leather band on the JSL series bracelets real?

A. Yes, the wrist band on the JSL series bracelets are made from genuine leather.

Q. What metal is used in making the earrings?

A. The metal used in making the earrings is brass plated with silver.

Q. How is my order shipped?

A. We ship the order with UPS or as specified by the customer.

Q. How long does it take to ship an order?

A. It may take up to 5 business days to process, from the time of receiving to the time of shipping. During peak times, beginning of summer and the Christmas season, it may take up to 7 business days.