Shipping and deliveries
If you have a problem with any of our dried blackworms products, flake and pellets, please send an email to sales@blackworms.com.au. Include your name, shipping address and order number, and the nature of the problem. Also include a photo of the product, within 14 days of receiving your product. If the problem is our fault, we will either process a full refund, or send a replacement item at no cost.
If the problem is a change of mind, or if the customer has ordered the wrong product, we will accept the return of the product, at the buyer's cost to 121 Stanley Road, Beechworth, VIC, 3747. When the product is received in it's original condition, we will then send the correct item to the customer.
We guarantee the successful delivery of our live worms to addresses within Australia and within a 2 day delivery estimate, as assessed by the Star Track estimate website at https://startrack.com.au/. If your live worms are dead on arrival within this 2 day period, we request you sent us a photo of the unopened bag via email to sales@blackworms.com.au, and include your name, shipping address and order number.
If we determine the loss is due to the delayed delivery, we will either process a full refund or send a replacement of the same size the following week.
Dried Worms, Flake & Pellets
For small retail customer orders, these products, once ordered and full correct payment processed will be packed and posted our local post office in Beechworth, within 1-5 business days, depending on product availability. Once shipped, we will update your order with the tracking number and Shopify will sent you notification via email so you can check on the progress of your delivery via Australia Post at https://auspost.com.au/mypost/track/#/search.
Live Worms
We ship our live blackworms every Monday (unless it is a public holiday in Victoria, where the farm is located, or NSW, where our local Star Track depot is located) in this event, we will ship on the Tuesday.
We request that all orders be submitted and paid by 9am Monday mornings, allowing our minimal on-site staff enough time to collate the orders before packing commences. The worms are then driven from Beechworth to the Star Track depot in North Albury NSW, some 50km away. The boxes are then trucked to Melbourne, Monday evening, then flown overnight to the capital city of the delivery state. They are then transported to the nearest Star Track depot to then be transferred to smaller vans to be sent out to the delivery addresses. We have no control over the delivery schedules of Star Track.
We pack our live worms in square bottom clear bags, to prevent any getting squashed in the corners. We remove as much water as possible, then add hospital grade oxygen to the bag, and seal it with a metal clip. It is then placed in a Styrofoam box, on top of an ice slab, to maintain a cool temperature during transport and then sealed.
Once your order has been packed and dispatched, a tracking number is provided in a notification via email from our Shopify system. When your order is "On Board for Delivery", you will receive a notification via SMS/email from Star Track advising you of this.
We check first thing Wednesday mornings, on the delivery status of all our live worm deliveries. For any orders not delivered on Tuesday, we send an email to Star Track customer service, reminding them of the limited survival period of the worms, and urging them to locate the box and to deliver it ASAP. If the worms are then not delivered on Wednesday and arrive dead, refer to our Refunds/Exchange policy above for further details.
On arrival, we strongly advise you to rinse the worms immediately, a couple of times until the water runs clear. We have produced a video showing you how to wash and store your live blackworms.
How to wash live black worms:
How to store live black worms: