Guarantees and Returns
Purchase a Termitat Rebuild from the Order page of the website. Place a soft plastic bag such as a produce bag over the case to prevent scratching of the plastic during shipping. In the original box or a suitable substitute, place the case inside with sufficient soft packing material to prevent shifting and settling during transit. Crumpled newspaper works well. Print and fill out a Product Return Form and place in the box. Seal the box securely with packing tape. Address the box with the address below and your own return address. The US Postal Service is recommended for shipping. You will receive a USPS tracking number and can request email notifications regarding the delivery progress and arrival. Include info@termitat.com for one of the notification emails addresses for the shipment.
Arrive Alive Guarantee for Live Termites
IMPORTANT NOTE: Upon arrival of your Termitat, you might notice a few dead individual termites. This is not uncommon after the long and bumpy ride. They will quickly be dealt with by the colony. There might be some normal debris under the wood disk as the colony commonly tosses excess materials outside. If all the termites arrive expired, you must contact us within 1 hour of the delivery time (as indicated by USPS tracking information) and include photos of the packaging and the termites. Return the Termitat in the original packaging and we will either repair or replace the product and ship it back to the original customer. Be sure to use a soft plastic bag on the case to prevent scratching during shipping.
Return address is:
Xylocycle LLC
40555 Sleepy Hollow Road
Annapolis, CA 95412
Contact: info@termitat.com for any questions regarding returns.
IMPORTANT:
Print, fill out and include a Product Return Form inside the box with your return.
Warranty on Non-perishables
Xylocycle LLC warranties the Termitat enclosure to the original purchaser against defects in materials and workmanship that occur under normal use for a period of one year from the date of purchase. The warranty is not transferable and is confined to the original retail purchaser only. The warranty does not cover any or all of the live termites and/or the wood substrate that were included in the delivered Termitat. Any guarantee on live termites is limited to that in the Arrive Alive Guarantee. The warranty does not apply if damages result from misuse, accident, lack of reasonable care, or damage due to modification or alteration that is made to the product. Xylocycle LLC will either repair or replace the product and ship it back to the customer at the address used for the original delivery.
A copy of original purchase receipt and order number are required for return of the defective product. After any repairs/replacement of the unit, this warranty will thereafter continue and remain in force only for the unexpired period of warranty. Moreover, the time taken for repair/replacement and in transit whether under the warranty or otherwise shall not be excluded from the warranty period. All returns must be made in original product packaging.
We offer a 30-day money back guarantee on unused non-perishable goods purchased directly from Xylocycle LLC. These goods include all those sold on the termitat.com website other than the live termite stocked Termitats. If you are not satisfied with an unused non-perishable product, please return it to us within 30 days of purchase for a full refund. Once approved, ship your product to the return address above. Xylocycle LLC issues refunds once the item has been inspected to confirm it is unused and unbroken. A 15% restocking fee will be deducted from the refunded amount.
If your package arrives damaged during shipping, please contact the shipping company with your tracking number to file a damage claim. Xylocycle LLC uses USPS for all domestic shipments and they can be reached at USPS.com or 1-800-ASK-USPS® (1-800-275-8777) Please feel free to contact info@Termitat.com to help process these claims.
