TMB Studios Policies

Payment methods: All orders are processed through our secure online shopping cart, and your credit card and banking information is never saved anywhere on our online store.  We offer credit card payment by Visa, Mastercard, Discover, or American Express. In addition, we offer payment through Google Checkout and Paypal, as well as Credit Card by phone, and Money Orders or Personal Checks by Mail. 

Online Credit Card payments: Our payment processor verifies your billing/shipping address and the CVV (security code) on your credit card transactions, and notifies us of any mismatches.

Paypal payments: When you choose to pay by Paypal Express, you will be taken to the Paypal site for completion of the checkout process. You are NOT required to have a Paypal account to pay for your purchase using this method; however you must provide a Confirmed Address, or we must be readily able to verify your billing/shipping address and phone number in order to process your order. 

Google Checkout: When you pay by Google Checkout, you will be taken to their site for completion of the checkout process.

Credit Card by Phone or Mail: When you specify Credit Card by Phone, we will contact you at the phone number you provide to complete the transaction. When specifying Credit Card by mail, you will be given a link to download a printable order form to mail to TMB Studios with your Credit Card information.

Please enter your information carefully. We reserve the right to contact you to request additional information for any order where we are not able to verify all the details. We check all orders carefully, for both our own safety, and that of our customers. We reserve the right to cancel any order not meeting our security requirements. If this happens, we will notify you, and issue a full refund on the card used to place the order.

Money Order/Personal Check by Mail: When you specify Money Order/Personal Check by mail, you will be provided a link to download a printable order form to mail to TMB Studios with your payment. Please be aware that payment by this method may significantly delay your order, as we must wait for payment to clear before processing of your order will begin. Postal Money orders can be processed more quickly than other types of Money Orders.

Discontinued Items: We make every effort to keep our product listings up to date, but sometimes a supplier will discontinue an item without notifiying us. If this should happen, and an item you order is permanently out of stock, we will notify you by e-mail and give you the choice of substituting a similar item or receiving a refund of the purchase price on that item, plus any applicable shipping charges and taxes.

Back-ordered items: If an item is temporarily out of stock, this will be noted on your online order status, along with the expected date of availability. If we expect a long delay, we may also contact you personally by e-mail. You will then have the option of waiting for the item to be in stock or substituting a similar item. If no suitable substitute can be found, we will offer you the option of cancelling your order for a full refund of the purchase price on that item, plus any applicable shipping charges and taxes. You may notify us of your wishes by contacting Customer Service. Please note that your shipping costs are based on all items in your order being shipped together, so if one item is on short-term back-order, we may wait until that item is available for shipping and ship your entire order together.

Returns: All returns must follow the procedure outlined herein to be eligible for refund or replacement.

When you receive your order, please examine it immediately, and retain all original packing materials.

If you discover a problem with your merchandise, contact Customer Service (by e-mail or phone number provided on packing slip) within 7 days of receipt of your order, specifying the nature of the problem. If you receive an item that is damaged in shipping, defective, or an incorrect item, we will arrange for a replacement. You may be asked to hold the item for a period of time, pending a claim with the manufacturer or shipper.

Items returned for reasons other than the above will be refunded for the price of the item only, less a 20% restocking fee. Applicable refund will be applied provided the procedure outlined above is followed, the item is returned promptly once we have given authorization, is in its original packaging (if it came with commercial packaging), and is in re-sellable condition. Cost of return shipping is the responsibility of the customer.

After 7 days, items covered by manufacturer's warranty must be handled through the manufacturer. Please contact us if you require manufacturer contact information and we will try to assist you. DO NOT return any item without authorization.

Order Cancellation/Changes: Orders cannot be cancelled once they have been processed. We make every attempt to process orders quickly. If you realize that you made a mistake on your order, contact Customer Service to see if cancellation is possible. Orders that are cancelled after shipment are subject to additional fees for package intercept and re-stocking. Orders that are refused by the customer at time of delivery will receive only partial refunds to cover these additional costs.

Chargebacks: Chargebacks cost everyone money. In the unlikely event that you have a problem with an order, please contact Customer Service to resolve the issue. We fully pursue wrongful chargebacks. In the event that a chargeback is determined to be wrongful by our payment processing service, we reserve the right to assess an additional $15.00 surcharge in addition to the recovery of the funds in question.

Pre-Orders: "Special Offer" or "Limited Edition" items made available for pre-order and pre-paid by Credit Card or Paypal Express will be charged upon ordering. Items paid by Google Checkout will place a hold on funds, but will not charge until item is available for shipment. Dates for expected shipment on pre-order items are estimates, subject to change due to supplier delays. If you have pre-paid and shipment cannot be made within 1 week of expected availability, you will be notified by e-mail.

Live Food Items: Orders for Live Food: Live food items (mealworms/wax worms) are shipped from our supplier's location. We insist that someone is available to receive the shipment when the delivery carrier arrives. Our carriers have been instructed to not leave the shipment unless someone is available to sign for the shipment and ensure that the product is rushed to optimal temperature for storage. If an unfortunate circumstance should arise, and your order does not arrive in good condition, you must notify us within 24 hours of the delivery in order to file a valid claim for reshipment.

Domestic Shipping methods depend on item(s) ordered and location of origin. Standard shipping (Average 2-9 days in transit) is UPS Ground, USPS First Class or Parcel Post, or FedEx Ground Home Delivery. Expedited shipping (Average 2-3 days in transit) is by UPS 3-day Select day or USPS Priority with few exceptions. This represents average days in transit once the order has shipped. Please allow additional time for order processing. Every effort is made to process orders promptly. Many orders ship the same day they are received. However, factors beyond our control may delay order processing. If we will be unable to ship your order within two business days, it will be noted on your Order Status page. Customers wishing to guarantee delivery by a specific date by guaranteed 2-3 day, or overnight shipping methods must contact Customer Service in advance.

International Shipping - Many of the items in our product listings are available for shipment internationally. However, with the exception of the items outlined below, our shopping cart does not allow automatic calculation of shipping charges outside the continental US. We ask our valued international customers to contact Customer Service to get a quote on shipping costs for items other than those outlined below:

Exceptions: