We would be delighted to hear from you.
Do you have a question or would you like to provide feedback? Please use this contact form.
If you are inquiring about an existing order, please include your order number in the form or respond directly to our emails.
Frequently Asked Questions (FAQ)
I did not receive an order confirmation via email. What should I do?
After payment, you will be redirected to our order confirmation page, where you will receive an order number. Please take note of this number as it will help us locate your order.
If you still did not receive the order confirmation email, please check your spam folder. If you cannot find the email there, do not hesitate to contact our customer support. We will be happy to assist you and resend the order confirmation if necessary.
I want to change the delivery address. How can I do that?
If you need to change the delivery address, please contact our customer support and reply to the order confirmation email. Provide us with your order number and the new delivery address so that we can make the change before shipping.
By replying to the order confirmation email, we can clearly track the changes and ensure that your order is processed as requested. Our customer support is available to assist you with any concerns regarding your order.
The billing address is incorrect. How can I change the billing address?
If the billing address is incorrect, please contact our customer support immediately and reply to the order confirmation email. Provide us with your order number and the updated billing address so that we can make the change in our system.
By replying to the order confirmation email, we can clearly track the changes and ensure that your billing address is correctly updated. Our customer support is available to assist you with any concerns regarding your order.
I want to change the shipping date. How can I do that?
You can change the shipping date independently by selecting “My Account” and then “Orders” > “Change” > “Edit.” Choose a new shipping date and confirm the change by clicking “Update.”
The shipping date can be changed until the cut-off time (Details: Changes can be made until 6:00 PM, two days before the original shipping date). For example, if the shipping date is on a Monday, changes must be submitted by Saturday, 6:00 PM.
This way, you can adjust the shipping date according to your needs and ensure that your order is shipped at your desired time.
For my employer, school, or kindergarten, I need an invoice. Where can I find the invoice for my order?
You will receive the invoice from us via email as soon as your order is prepared for shipping, usually 1 to 2 days before the desired shipping date. Unfortunately, we cannot issue an invoice in advance. The invoice will only be generated upon the provision of services.
In addition, your invoice will be stored in your customer account. To access the invoice through your account, please visit the section “My Account” > “Orders” By clicking on your invoice under the “Actions” tab, you can download and print it if necessary. Kindly forward the invoice to your accounting department afterward.
My caterpillars arrived dead. What should I do?
We apologize for the caterpillars’ condition upon arrival. To request a replacement, we need the following information:
- Number of replacement cups and
- Preferred shipping date.
- Please attach a photo of the caterpillar cup as evidence.
Please reply to the order confirmation or shipping confirmation email to request the replacement. Before requesting a replacement, please check the caterpillar’s condition. Caterpillars often appear inactive during and shortly after shipping, so please give them 2 days to adjust.
If there is still no movement, carefully open the cup and gently touch the caterpillars with a brush to test their reaction. Contact our customer support to ensure that your request is assigned to your order and to receive your butterfly breeding sets in the best possible quality.
Sample Email: Request for Replacement of My Caterpillar Order
Dear Customer Support Team,
Unfortunately, my caterpillars arrived dead. I hereby solemnly confirm that I have examined the caterpillars as described above and followed the instructions in the FAQ.
Please send me a replacement with [number of replacement cups] caterpillar cup(s).
Preferred shipping date: [your preferred shipping date]
Order number: [your order number]
Delivery address: [your delivery address; only required if different from your last order]
Attached is a photo of the caterpillar cup as evidence.
I ordered via Klarna as a payment method but accidentally transferred the invoice amount directly to PAN Terra GmbH. Now, I am receiving reminders from Klarna. What can I do?
To refund your payment as soon as possible, please reply to the order or shipping confirmation email and send us a payment receipt, such as a screenshot of your transfer.
We request a prompt response to enable us to cancel the Klarna payment request and send you a corrected invoice.
Please contact our customer support immediately to resolve the issue. We are committed to assisting you as quickly as possible.
How can I create a new password if my account is already registered with my email address, but I have forgotten my password?
It seems that your email address is already registered for an account. If you have forgotten your password, we recommend resetting it to regain access to your account. Here’s how you can do it:
- Click on “Lost your password?“.
- Enter your email address.
- Then, click on “Reset password”.
- You will then receive further instructions via email to help you set a new password.
- After setting your new password, you can log in to your account as usual and place a new order.
Alternatively, you can use a new email address to place a new order.
I want to cancel my order. What is the best way to proceed?
Certainly, we can assist you in canceling your order; however, cancellations and changes must be made in a timely manner. Please note that once your order has been shipped, you, as the customer, are responsible for accepting the shipment and ensuring the well-being of the butterfly larvae.
If you wish to cancel your order or make changes to the shipping date or delivery address, we are here to help. We offer you the option to reschedule the shipping date of the larvae to a later time or change the delivery address.
To expedite your request, please let us know which option is most suitable for you.
Additional Questions or Concerns?
If you have any further questions or concerns, please do not hesitate to contact us! Simply fill out the contact form, and our customer support will get back to you as soon as possible.
We hope this FAQ helps you find answers to your questions. If you need further assistance, feel free to contact us. We look forward to assisting you with your butterfly breeding and order!