Delivery
My package is marked as delivered, but I have not received anything.
It can sometimes happen that your order is marked as delivered, even though you have not received it yet. This occurs more often and in most cases the package will still be delivered the next working day or the day after. It is also possible that the package has been delivered to one of your neighbours.
Have you still not received your package after two days? Please feel free to contact us at info@annie.green. We are happy to help you further.
My package has been in transit for more than two days. What should I do?
Please check the Track and Trace code you received by email. Delays can sometimes occur during delivery. The nematodes can survive up to 7 days in transit.
How will my package be delivered?
Once we have processed your order, you will receive a Track and Trace code so you can follow your package.
What are the shipping costs?
Shipping is free for orders over €30. For orders below this amount, we charge a standard fee of €4.95.
How long does it take for my package to arrive?
If you place your order before 13:00, it will be shipped the same day. In 95% of cases, your package will arrive within 2 days. Delivery may take slightly longer during holidays or busy periods.
Can I collect my order?
Yes, you can. We are open Monday to Friday from 09:00 to 16:30. Our address is Rouaanstraat 21-u, 9723 CB in Groningen (Netherlands)
How can I track my package?
As soon as your package has been packed, you will receive an email with a Track and Trace code. With this code, you can easily follow the status of your package and see when it will be delivered.
Can I postpone the delivery of my package?
Unfortunately, it is not possible to postpone the delivery of your package. All orders placed before 13:00 are shipped the same day. From that moment, it usually takes about 1 to 2 days for the package to arrive.
Ordering and payment
How can I add a discount code?
When you open your shopping cart, you can enter your discount code at the bottom of the page. When you proceed to checkout, you can also enter and apply your discount code again below your order summary.
In both cases, the discount will be applied immediately and you will see the updated total amount.
My discount code is not working. What should I do?
When you open your shopping cart, you can enter your discount code at the bottom of the page. When you proceed to checkout, you can also enter and apply your discount code again below your order summary.
In both cases, the discount will be applied immediately and you will see the updated total amount.
I have not received an order confirmation. What should I do?
First, please check your spam or junk mail folder. Sometimes the confirmation email may end up there. If you still have not received anything, please send an email to info@annie.green and we will send you a new order confirmation as soon as possible.
Can I cancel or change my order?
If you would like to change a product, update your address details, or cancel your order, please contact us as soon as possible at info@annie.green. Please do not wait too long, as this is only possible if your order has not yet been packed.
What payment methods are available?
You can pay with iDEAL, Maestro, Mastercard, VISA, American Express and Shop Pay. Choose the method that suits you best during checkout and follow the steps to complete your order.
Can I change my address after placing an order?
If you request an address change within two hours of placing your order, we can still adjust it. Please contact us directly at info@annie.green.
After two hours, your order may already have been processed and any additional costs for changing the address will be at your own expense.
Returns and warranty
Can I return my products?
Nematodes cannot be returned. For other products, you have 14 days to decide if the product is right for you. If the product is unused, you can return it to us within this period. The return shipping costs are at your own expense.
Return address: Rouaanstraat 21u, 9723 CB Groningen (Netherlands)
How long does it take to receive my refund?
It can take up to 10 working days to receive your refund. We do our best to process it as quickly as possible.
What if my order does not meet my expectations?
We work with living products and therefore maintain high quality standards. If you have any complaints, please contact us by email and we will be happy to assist you.
What about damaged or defective products?
Oh no, something went wrong? If you have received a damaged or defective product, please let us know as soon as possible. Send an email with photos of the damaged product to info@annie.green. We will get back to you as quickly as possible with a suitable solution.
Can a product be exchanged?
Because nematodes have a limited shelf life, they cannot be exchanged for other products. Other products can be exchanged.
Please send an email to info@annie.green, including your order number, and we will handle this for you. The return shipping costs are at your own expense.
Return address: Rouaanstraat 21u, 9723 CB Groningen.
How do I return my products?
Our nematodes are not eligible for return due to their limited shelf life. In the case of an incorrect or damaged delivery, you are of course entitled to a return or replacement.
Other products can be returned. The return shipping costs are at your own expense. If you have any questions, please contact info@annie.green and include your order number.