BIOVAEGRUBS™
BLACK SOLDIER FLY LARVAE (BSFL)

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What is Black Soldier Fly?

Black soldier fly is very different from the common housefly. In terms of size, colour and appearance, the adult black soldier fly is similar to the organ pipe mud dauber wasp and its relatives.

 

Black soldier flies are not a pest to human because unlike houseflies, adult black soldier flies have greatly-reduced sponging mouthparts and can only consume liquids or do not eat at all.

 

They do not regurgitate food along with digestive enzymes like houseflies therefore they do not spread diseases.

 

Besides, black soldier flies are not attracted to human habitation or foods and do not fly around as much as houseflies. This is because they have less expendable energy due to their limited ability to consume food as adults.

 

Also, they do not bite or sting and are very easy to catch and relocate when they get inside a house as they do not avoid being picked up.

What are Black Soldier Fly Larvae (BSFL)?

Black soldier fly larvae (BSFL) are the larvae of the black soldier fly, Hermetia illucens.

 

They help to compost organic waste or convert organic waste into high quality animal feed. BSFL are among the most efficient animals at converting feed into biomass which can be used in many industries in a truly sustainable way.

 

BSFL is used as a popular feeder insect for exotic pets, pet reptiles, amphibians, invertebrates, and other insectivores due to their high nutritional value and low maintenance needs.

 

They are the only larva/worm/grub that are near the ideal calcium phosphorus ratio which helps with calcium absorption and utilization.

 

Besides, BSFL can be used as feed in poultry farming and aquaculture as well as food for human consumption.

 

Also, they can be used to produce grease for the pharmaceutical and cosmetic industries to replace other vegetable oils.

 

Not only that, BSFL can be used to produce chitin which is used in shipping as an alternative against biofouling. In farming, chitin is used as a soil amendment to improve soil fertility and protect plants from pests, pathogens and diseases by boosting plant’s immune response system.

 

Furthermore, they can be used in bioremediation to remove harmful heavy metals from biomass.

What are other names for Black Soldier Fly Larvae (BSFL)?

Black Soldier Fly Larvae (BSFL) go by many different brand names. BiovaeGrubs™ are the ones we have here at Biovae.

 

BSFL are also commonly known as Phoenix Worms®, CalciWorms®, ReptiWorms™, NutriGrubs™.

 

All are the same species of Black Soldier Fly known as Hermetia illucens.

What makes BiovaeGrubs™ different from other brands?

Although it may seem that different companies have different brand names for the same Black Soldier Fly Larvae (BSFL) and are selling the same BSFL product, this is definitely not true.

 

The most important fact to know is that not all BSFL products are the same because no other brands can feed the same diet as ours and so their BSFL’s nutritional value will not be the same as ours too.

 

What makes our BiovaeGrubs™ BSFL different?

 

  1. BiovaeGrubs™ BSFL are almost odourless unlike other brands which smells awful (verified & reviewed by our own customers).
  2. BiovaeGrubs™ BSFL have the ideal calcium to phosphorus ratio (2.5:1) unlike other brands which are either too high or too low, making them unsuitable to be fed as a sole ration.
  3. BiovaeGrubs™ BSFL are naturally high in protein and calcium, low in fat, very nutritious and safe to be fed as a staple food daily.
  4. BiovaeGrubs™ BSFL have a longer shelf life than other brands as we limit the number of larvae in each cup/container so that they are not too packed and therefore can last longer.
  5. BiovaeGrubs™ BSFL are raised locally in Malaysia and fed with 100% probiotic-treated plant-based diet without any food waste or kitchen waste to ensure the highest BSFL quality.
  6. BiovaeGrubs™ BSFL are bred and farmed completely indoors in a controlled environment preventing attacks of pests and minimizing land usage.
  7. BiovaeGrubs™ BSFL are all natural, 100% non-GMO, chemical free and no preservatives or additives are added.
  8. BiovaeGrubs™ BSFL are freshly harvested daily to ensure you receive the freshest BSFL from us that can last longer.
  9. BiovaeGrubs™ BSFL comes with our special packing substrate that can be easily removed and smells good unlike other brands which are difficult to remove and foul-smelling as they use a soil type media as their substrate.
  10. BiovaeGrubs™ BSFL are tested by an award-winning independent laboratory periodically to ensure our BSFL premium quality are met and guaranteed.
  11. We always include an additional 10% of BiovaeGrubs™ BSFL ordered for free to ensure satisfaction.
  12. We strive to provide premium quality BSFL at an affordable price so that more pets can benefit from the goodness of BSFL.

Not only that, our own customers have informed us that some other brands’ BSFL

 

  • smell terrible and disgusting
  • are wet and difficult to remove from the substrate
  • turn into flies quickly
  • do not last as long as our BiovaeGrubs™ BSFL
  • do not have the quality of our BiovaeGrubs™ BSFL

Are BSFL good feeder insects?

Yes of course! 

 

BSFL are one of the best feeders for insectivorous and omnivorous pets.

 

They are low maintenance, sanitary (clean & free from pathogens), quiet, odourless and wiggly in such a way that is very appetizing to many reptiles, amphibians and other insectivores to trigger their feeding instinct.

 

Not to mention, they are very nutritious and are naturally high in calcium.

 

If BSFL are provided on a regular basis, you do not even need to dust any calcium supplements on your superworm, mealworm, cricket, or other feeder insects because the amount of calcium in our BSFL is more than sufficient to support your pet’s healthy growth.

 

Also, BSFL require minimal care only as they do not need to be transferred into larger containers and do no need to be fed with any food to keep them alive.

What pets can eat BSFL?

Bearded dragons, geckos, chameleons, hedgehogs, sugar gliders, hamsters, frogs, birds, chickens, fish, turtles, skinks, salamanders and other insectivores.

 

Dried BSFL are also suitable for the above-mentioned pets as well as cats and dogs.

Can BSFL be a protein staple for reptiles?

Yes! They can replace dubia roaches, mealworms, crickets and superworms.

How should I store/keep BSFL?

Your BiovaeGrubs™ BSFL will arrive in small plastic cups or a rectangular plastic container together with a special packing substrate.

Remove only the portion needed for feeding and keep the rest in their original containers at room temperature. Leave the lid open to allow ventilation.

Keep in mind that BSFL are capable of stacking on top of each other when the quantity is large.

Please do not place too many BSFL in each container or food bowl.

What can I do to make my BSFL last longer?

Feeding-Grade BSFL can usually last for about two (2) weeks at room temperature before turning into pupae.

 

If you plan to use them for more than two (2) weeks, store them in a wine cooler or beverage chiller between 7 – 13 degree Celsius (°C) in order to allow them to go dormant.

 

Another inexpensive alternative is to store the cups of BSFL in a cooler box and place a frozen bottled water inside the cooler. Once the ice in the bottle has melted, replace it with another frozen bottled water to continuously keep the temperature low so that the larvae will remain dormant and last longer.

 

Do allow the BSFL to revive under room temperature for about 10 minutes before feeding them to your pet.

 

Keep in mind that refrigerators are too cold for BSFL and may end up killing them. Do not store BSFL in the fridge.

 

We cannot guarantee their survival if you do store them at temperatures below room temperature.

 

For best purpose, use them within three (3) weeks.

How do I remove BSFL from the packing substrate?

The best way is to sift the BSFL with our Biovae™ Sieve which is available in our online store.

 

Alternatively, if you have a used strainer or colander, you may use it to separate the BSFL from the packing substrate.

 

The packing substrate is an organic material which is safe and harmless even if you do not remove it off completely and if your pet accidentally eats it.

How many BSFL should I feed to my pet each time?

For babies, to support their active growth in the first year, their protein source especially live feeder insects should not be restricted.

 

The rule of thumb is to feed as many larvae as your baby wants within 10-15 minutes and feed two or three times per day.

 

For adults, they do not require much protein as their growth has slowed down or stopped therefore the number of larvae per serving will be lesser.

 

The actual number of larvae to feed will depend whether other feeder insects are served and also your pet’s appetite.

How can I prevent BSFL from climbing out of the bowl?

Just ensure that both the larvae and the food bowl are completely dry.

 

BSFL will be able to crawl and climb on any surface they come into contact with when they are moist or wet.

 

Our No-Escape Ceramic Food Bowl which is available in our online store is the most suitable food bowl to use when it comes to feeding BSFL to your pet. 

 

The inwardly curved rim on the inner top ring makes it difficult for the larvae to escape as they will fall back down into the bowl when they managed to reach the top.

Why is there an ammonia smell? Is this normal?

No! Usually an ammonia smell coming out from the BSFL container is caused by a dead larva or multiple dead larvae.

 

Please remove any dead larvae from the container as soon as possible and leave the container open for a few hours to allow the smell to disperse.

 

You may replace the lid and cover the container once the smell has disappeared.

 

The other larvae are still perfectly fine to feed.

Why are there undigested BSFL in my pet's poop?

This happens usually when your pet is over-excited with the new feeder and are not chewing the larvae when eating.

 

The larvae were not digested because your pet’s teeth did not pierce through the larvae and their gastric juice could not breakdown the larvae.

 

To overcome this problem, provide only a few larvae for each serving, or better still use a pair of tweezers and hand-feed the larvae to your pet so that they will eat slowly and chew properly.

 

The issue will normally go away on its own after your pet has gotten used to the food and starts chewing properly.

What are the nutritional values of BiovaeGrubs™ BSFL?

What are the benefits of BSFL?

  • Have more essential nutrients than other feeders and contain amino acids such as methionine, cysteine, lysine and arginine
  • Soft-bodied, tasty and more wiggly than other feeders
  • All natural and non-GMO
  • Naturally high in calcium. No dusting needed
  • No gut load or feeding needed
  • Do not bite or sting
  • Improves immune response and gut health
  • Promotes and strengthen bone health
  • Promotes natural behavior, reduces stress and increases liveliness
  • Increases egg weight, shell thickness, laying performance in chickens and reducing egg cholesterol

How long do BSFL usually last?

BSFL can usually last for about two (2) weeks at room temperature before turning into pupae.

 

If you store them in a wine cooler or beverage chiller between 7 – 13 degree Celsius (°C), they will go dormant and last for a few weeks.

Why are my BSFL turning black?

If some of your BSFL are turning black, don’t worry! They are not dying or dead. Instead, they are actually turning into pre-pupae and then into pupae to get ready for the “fly” stage.

 

Pre-pupae

 

  • Just started to turn dark and are still wiggly or actively moving.
  • Nutritional value is at its peak with the highest level of calcium and is still suitable for feeding.

Pupae

 

  • Completely black, straight, hard and not moving.
  • Not suitable for feeding but still can be fed if need to. Best is to wait until the adult flies emerge and feed the flies to your pet.

Not all BSFL will turn into pupae at the same time. It is best to feed the dark/black pre-pupae first so that your BSFL can last longer.

 

Also, it is normal for them to shed some skin during this process as this is part of their natural life cycle. You may easily remove the shed skin manually or by blowing them off as they will accumulate at the top of the container. 

Will my BSFL turn into adult flies?

Yes! Your BSFL will turn into adult flies if kept at room temperature in about three (3) weeks from the date we ship out your order.

 

Some flies will emerge earlier than the others.

 

To delay this process, keep your BSFL in a wine cooler or beverage chiller between 7 – 13 degree Celsius (°C) in order to allow them to go dormant.

 

If you don’t want to end up with adult flies, the best way is to only order as many BSFL as you can feed off within two (2) weeks.

Can I feed the adult black soldier flies to my pet?

Yes! Adult black soldier flies are an excellent enrichment for your pets.

 

They are slow-moving, easy to catch, do not sting or bite and are totally harmless.

 

They can also be used as an unique treat to promote your pet’s natural behaviour to hunt.

 

Just keep some of the pupae and wait until they turn into adult flies and watch your pets go after them!

 

Some pets love to catch them and eat them especially bearded dragons and chameleons.

 

In fact, if your pets do not like the larvae, they should like the flies!

Do I need to calcium dust the BSFL?

Nope! BSFL are naturally high in calcium so no dusting of calcium powder is needed.

 

Besides, they are the only larva/worm/grub that are near the ideal calcium phosphorus ratio which helps with calcium absorption and utilization.

 

Our BiovaeGrubs™ BSFL have the perfect Ca:P ratio of 2.5:1 so they can go straight from the containers into your pet’s food bowl.

 

Keep in mind that our BiovaeGrubs™ BSFL should not be used as medicine or occasional snack to treat Metabolic Bone Disease (MBD) caused by calcium deficiency. 

 

Our BiovaeGrubs™ BSFL must be provided on a regular basis to prevent or stop the development of MBD.

Do I need to feed/gut load the BSFL?

Nope! No feeding is needed to keep them alive and no gut loading is needed to “load” them with nutrients including calcium.

 

Our Feeding-Grade BiovaeGrubs™ BSFL have received enough nutrients and will deliver all the goodness to your pet so they don’t require any additional feeding or gut loading unlike other feeders.

 

Just keep them in their original container and feed them to your pets whenever you need to.

Do I need to rinse/wash the BSFL?

Actually, it depends on your preference.

 

The special packing substrate ensures that our Feeding-Grade BiovaeGrubs™ BSFL are clean and almost odourless so that you can feed them directly to your pet.

 

It is also perfectly fine to rinse or wash the BSFL with water. Just pour the larvae onto a sieve and rinse them with water. The larvae will remain on the sieve but the packing substrate will be removed.

 

However, if you do rinse or wash the BSFL, please remember to dry them using paper towels or tissue papers prior to feeding or storage.

 

If not, the larvae will crawl out from the feeding bowl or containers and escape.

 

This is because BSFL are capable of crawling on any surface they come into contact with when they are wet or moist.

Can I touch the BSFL? Will the BSFL bite me?

Yes you can definitely touch the BSFL with your hands and they do not bite.

 

Based on research, the BSFL mouth is morphologically unable to bite.

 

In fact, they are just soft little grubs and cannot harm you or your pet in any way.

Help! There are black soldier flies flying in my house!

Don’t worry! Black soldier flies are shy and they do not fly around as much as houseflies.

 

They are very easy to catch and relocate when they get inside a house because they do not avoid being picked up.

 

Besides, they are sanitary and they do not bite or sting.

 

If your pet likes the flies, just pick them up and feed them to your pet as a treat!

My pet is not interested in the BSFL. What should I do?

Please remember to be patient when introducing a new food or treat to your pet.

 

It may take some time before they gradually get used to and start to love the BSFL.

 

You may leave a few BSFL in their feeding bowl overnight. Your pet will be curious and will try it some time later. Usually the BSFL will disappear on the next day which means that your pet has started to eat BSFL. Hooray!

 

For Dried BiovaeGrubs™ BSFL, you may try to crush them and mix them with your pet’s usual food and allow some time for your pets to gradually get used to the BSFL.

 

BSFL is more nutritious than other feeders. Once your pet starts enjoying the BSFL they will definitely be craving for more.

Why are there smaller larvae in my cup/container?

The smaller larvae in your cup/container are provided to you for FREE as a bonus.

 

They are NOT counted as part of your order so don’t worry.

 

We do this because there are always larvae that didn’t grow as fast as their siblings/cousins so instead of disposing them, we include the smaller larvae in your order for free.

 

Besides, we do this to express our sincere gratitude for your continued support and we hope you and your pet will be happy!

Can I buy BiovaeGrubs™ BSFL at my local pet store?

We are currently looking for pet stores to carry our BiovaeGrubs™ BSFL but many people still do not know about this nutritious feeder insects.

 

Help us to share and introduce BSFL to your friends so that their pet can benefit from the goodness of BSFL.

 

If you would like your local pet store to carry our BiovaeGrubs™ BSFL, just contact us and provide the store name as well as their contact information and we will approach them directly.

GENERAL QUESTIONS

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Should I order from you through Shopee or Lazada?

We get asked this very often! If you would like to support a local small business like us, please order directly from us through our website.

 

When you order through Shopee or Lazada, they take up to 10% of the sale including the shipping fee you paid!

 

Besides, we always offer the best discounts and promotions on our website.

How do I contact you?

Our live chat service is available online on our website Monday – Saturday 9.00 AM – 5.00 PM.

 

Alternatively, you may contact us at +6018-9890903 or email to [email protected]

 

If you prefer to fill in a form instead, drop us a message through our contact form and we will get back to you as soon as possible.

 

Visit our Contact Us page for more information.

Where are you located?

Our facility is based in Segamat, Johor.

 

You may locate us on our Contact Us page.

Do you sell other feeder insects?

Currently we only sell Black Soldier Fly Larvae (BSFL) as we believe they are the best feeder insects and they are the only larva/worm/grub that are near the ideal calcium phosphorus ratio which helps with calcium absorption and utilization.

 

However, we do understand the need of a balanced diet for your pet and we will be expanding our product range in the future.

 

Stay tuned!

Can I purchase directly from you at your facility? I happen to be in town.

Yes of course! Our business hours are from 9:00 AM to 5.00 PM, Monday to Saturday.

 

However, as our live BSFL are harvested fresh daily, it is advisable to inform us about your desired purchase quantity at least an hour before your arrival so that we have sufficient time to prepare in advance and to make your purchase as smooth as possible.

 

You may contact us at +6018-9890903 or Whatsapp us.

Do you sell other products besides BSFL products?

We do sell some basic accessories and supplies which are related to the feeding and handling of Black Soldier Fly Larvae (BSFL) as well as enclosures for your pets.

 

New to live feeders? Afraid of insect feeders? Don’t worry. We have the perfect tools to make feeding BSFL to your pets as easy as possible.

 

Browse our Biovae Supplies & Accessories section or use the search button on top of the page to look for what you need.

Do you have a rewards program?

We are proud to introduce FEEDING THE FUTURE Rewards Program and allow you to turn your support for sustainability into real rewards.

 

Sign up for an account and join our rewards program for free today to begin earning and redeeming Bio Points.

 

Visit our Feeding The Future Rewards Program page for more information.

 

Note: By signing up for an account on our website, you will automatically be part of our Feeding The Future Rewards Program. No separate registration needed.

What are Bio Points?

To thank our customers for supporting us, we offer the chance to earn points through our FEEDING THE FUTURE Rewards Program. The points are known as Bio Points.

 

Once you have earned and collected sufficient Bio Points, you can then redeem the points and pay for your future orders.

 

There are multiple ways to earn Bio Points, not just by making purchases with us. You even earn Bio Points the moment you sign up with us.

 

Visit our Feeding The Future Rewards Program page for more information.

Do you have a referral program?

Yes! Tell your friends about us!

 

For every friend that purchases, you will receive a RM5.00 coupon which can be applied to your next order with no minimum spend required!

I'm interested in your referral program. How can I get the RM 5 coupon?

A unique Referral URL is provided to every account and can be found at your ‘My Account‘ page. Just copy and share your Referral URL with your friends.

 

Once your friend has made their first purchase, a separate email containing the special RM 5 coupon code will be automatically sent to you.

 

Remember that your friend MUST use your unique Referral URL in order for you to receive the coupon code.

 

Terms and conditions apply.

ORDERS

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Oops! I made a mistake. Can I change my order?

We strive to process orders as fast as possible and sometimes even ships out on the same day you placed the order.

 

We will try to accommodate and assist any order change as long as your order is still under process and before your order is shipped.

 

Please contact us to inform us regarding the changes needed and remember to include your order number when contacting us.

 

The quickest way to get hold of us is by sending us a message on WhatsApp or through the live chat function on our website.

 

We will get back to you as soon as possible and let you know whether or not we are able to make the requested changes.

What payment methods do you accept?

We accept Visa, Mastercard for both credit and debit card as well as FPX online banking (Maybank2u, CIMB Clicks, Public Bank, etc)

There is something wrong with my order! What should I do?

Please contact us to inform us about what went wrong and remember to include your order number when contacting us.


We will get back to you as soon as possible to assist you further.

Do you offer any coupon codes or promo codes?

Yes we do offer coupon codes/promo codes when we run special promotions or during sales.

 

Visit our homepage to find out more about our current offers. You might be lucky to collect some coupon codes which you can apply during checkout.

 

If you would like to be among the first to know about our latest promotions, exclusive discounts and special sales, please subscribe to our newsletter at the footer of our website.

Why can't I apply the coupon code during checkout?

Please check and ensure that you entered the coupon code exactly as shown, without spaces.

 

If the problem continues, please check that you have met the terms and conditions of the coupon or contact us so that we can assist you.

I did not receive a confirmation email after payment. What should I do?

If you haven’t received an order confirmation email after making the payment, it is most likely due to one of the following reasons:

 

  • Your order was never actually placed and processed.
  • Your payment was unsuccessful or interrupted.
  • You have entered an incorrect email address with your order.

If you are sure that the email address entered is correct, please check the spam/junk folder of your email client.

 

However, if you still cannot find the order confirmation email, please contact us and we will assist you further.

SHIPPING & DELIVERY

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How long will it take to pack and ship out my order?

We will pack your order as soon as it is processed. Processing is usually done right after your order is confirmed.

 

We ship out on the same day if you order from Monday to Friday before 12:00 PM (except for public holidays).

 

If you order on Saturday or Sunday, we will ship out your order on the following Monday (or next business day) instead.

 

This is to ensure that you receive the freshest and best quality BSFL from us as the shipping company does not operate on weekends and public holidays.

When will my order arrive?

Peninsular Malaysia

 

  • 1 – 3 days after order is shipped

East Malaysia (Sabah, Sarawak, Labuan)

 

  • 3 – 6 days after order is shipped
  • Shipping might take longer if there are any delays

We hope you understand that delays caused by the shipping company is beyond our control.

 

We have made every effort to ship out your order as quick as as possible and by selecting the fastest and most reliable shipping company.

What if my order has not arrived after 5-6 days?

Please track your order using the tracking number provided to check the status of your parcel whether it is still in transit or delivered.

 

If the tracking result shows that the parcel has been delivered but you did not actually receive it please contact us immediately for assistance.

 

If the tracking result shows that the parcel is still in transit then most probably there are some delays caused by the shipping company and you may contact them for further information.

 

Please note that delivery to East Malaysia (Sabah, Sarawak, Labuan) usually takes 3-6 days but might take longer if there are any delays.

Where do you ship?

We ship throughout Malaysia including East Malaysia (Sabah, Sarawak, Labuan).

 

Whether you live on the west coast or east coast or East Malaysia, we will ship your orders to you as quickly as possible.

How do you ship your orders? Which shipping company?

We use GDEX to ship all orders placed on our website except for orders containing BSFL Frass.

 

We have tried shipping with other shipping companies and GDEX turns out to be the fastest and most reliable.

 

As we are shipping live BSFL, the delivery time is extremely crucial to ensure that all your BSFL ordered are still alive and at their best condition when they arrive at your destination.

 

Orders containing BSFL Frass will be shipped either by GDEX, J&T Express or Pos Laju depending on the quantity ordered.

How do I know if my order has shipped?

Once your order is shipped, you will receive an email containing your tracking number from us.

 

If for any reason you have not received your shipping confirmation email after four (4) business days from your order date, please contact us for assistance.

Where do I find my tracking number? Can I track it?

You can find your tracking number from the following locations:

 

  1. The shipping confirmation email that we sent after your order is shipped
  2. ‘Recent Orders’ under your ‘My Account‘ page

Using the tracking number provided, you can track your order and follow the path from our facility to your destination through GDEX e-Tracking.

Do you offer free shipping?

How much does shipping cost?

Shipping fee is calculated automatically based on the total weight of your order and your region. Just enter your location (State & Postcode) at the cart page to obtain the shipping fee.

 

Refer to the list below for the base rate:

 

  • West Malaysia – RM 7.00 (up to 1kg)
  • Sarawak (Kuching) – RM 13.50 (up to 0.5kg)
  • Sarawak (Other Locations) -RM 16.00 (up to 0.5kg)
  • Sabah (Kota Kinabalu) – RM 15.00 (up to 0.5kg)
  • Sabah (Other Locations) – RM 18.00 (up to 0.5kg)
  • Labuan – RM 18.00 (up to 0.5kg) 

To find out the weight of each individual product, visit the product page and click on ‘Additional Information’.

 

Keep in mind the product weight includes other packing materials such as bubble wrap, sponge wrap, filler and boxes. These additional packing materials are required to protect your order and prevent any damage during shipping.

How do you pack your orders?

Feeding-Grade & Compost-Grade BiovaeGrubs™ BSFL

  • 100g or less – Packed in small plastic cups 
  • Above 100g – Packed in rectangular plastic containers
  • All cups/containers include our special packing substrate to absorb the moisture and heat generated by the larvae as well as to ensure their survival during shipping.
  • All cups/containers are shipped securely in boxes with bubble wrap as additional protection.

Other Products

  • All orders are shipped securely in courier bags with bubble or sponge wrap as additional protection.
  • Larger orders that cannot fit into the courier bag are shipped securely in boxes with bubble or sponge wrap as additional protection.

What if the BSFL in my order are dead when they arrive?

Don’t worry as this is covered under our Live Arrival Guarantee.

 

For Dead On Arrival (DOA) orders, you must contact us and report the incident to us within five (5) hours of receiving the shipment based on what has been recorded by the shipping company’s tracking information to be eligible for free replacement.

 

Please provide us with at least two (2) clear photos or better still a video of the external packaging and the larvae when reporting to us.

 

Replacement will be offered for free if all the terms and conditions are met.

 

We will provide an update once your replacement parcel has been shipped out including a new tracking number for you to track the shipment.

 

Visit our Live Arrival Guarantee page for more information.

What if I won't be home for delivery?

If you ordered our Feeding-Grade or Compost-Grade BiovaeGrubs™ Black Soldier Fly Larvae and don’t think you will be home when your shipment is delivered, please ship to your workplace or your neighbour’s address instead.

 

Please do not give permission to the dispatcher to leave the parcel in your mailbox or let it sit on a porch under the hot sun as this will definitely cause the BSFL to be dead. Replacements will not be offered in this case even if Dead On Arrival (DOA) is reported to us.

 

An SMS will usually be sent to your registered phone number on the day of delivery and contains a link for you to reschedule if needed.

 

Alternatively, you may contact GDEX Customer Service Hotline at 03-6419 5003 to reschedule the delivery.

 

However, keep in mind that if you missed the first delivery and the shipment is reschedules or delayed for a day or more, the live arrival guarantee will be voided.

 

Visit our Live Arrival Guarantee page for more information.

An item is missing / The item received is different from what I ordered. What should I do?

We are extremely sorry if an item is missing from your shipment or if the item you received is not the same as you ordered.

 

Please contact us to inform us and we will send out a new shipment as soon as possible once we have verified.

 

We may require you to provide us with photos of the items received to assist in our investigation.

The item received is damaged when I opened the parcel. What should I do?

The shipping journey can be quite rough sometimes and damage to products can happen even though we have made every effort to ensure your shipment is packed as securely as possible.

 

Please contact us immediately and remember to provide us with photos of the outer packaging as well as the damaged product from multiple angles.

 

As part of our 100% Happiness Guarantee, once we have investigated and verified the issue, we will ship out the replacement item(s) to you as soon as possible.

 

Visit our Return Policy page for more information.

RETURNS & EXCHANGES

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What is your return/exchange policy?

We try to keep returns and exchanges as simple as possible. As long as you meet our criteria, there will be no problem at all to return or exchange the items.

 

As promised in our 100% Happiness Guarantee, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, Bio Points or an exchange.

 

Return Conditions:

 

  1. All returns must be made within fourteen (14) days of the purchase date
  2. All returned items must be: 
    EITHER
    in new, unopened and unused condition in original packaging
    OR
    in opened and uncontaminated condition but with unused portion in original packaging.

Returns will not be allowed and proceeded if you fail to comply with the conditions stated above.

 

Visit our Return Policy page for more information.

If I don't like the products received can I return or exchange them?

Yes of course.

 

Under our 100% Happiness Guarantee, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, Bio Points or an exchange.

 

Please note that you will be fully responsible for all return shipping charges.

 

We strongly recommend that you use a trackable method to mail your return.

 

Visit our Return Policy page for more information.

What is this 100% Happiness Guarantee about?

 
 
 
 
 
 
 
 

How can I start a return/exchange?

To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number.

 

Alternatively, on working days, you may chat with our agent through the live chat function on our website to obtain a Return Merchandise Authorization (RMA). Our live chat function is available Monday to Friday from 9.00 A.M. to 5.00 P.M. except for public holidays.

 

Returns will not be allowed and proceeded without obtaining the RMA number or prior approval from our customer service team.

 

After receiving a RMA number, place the item securely in its original packaging, seal the parcel and mail your return to the following address:

 

Biovae
Attn: Returns
RMA #
4, Jalan TPJ 5 
Taman Perindustrian Jaya 2 

85000 Segamat
Johor.

 

Please note that you will be fully responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

 

Visit our Return Policy page for more information.

MY ACCOUNT

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How do I sign up / create an account?

For new customers, click the ‘Account’ tab located on the top of the screen and then click ‘My Account‘ to sign up or create an account.

How do I sign in?

For returning customers, click the ‘Account’ tab located on the top of the screen and then click ‘My Account‘.

 

Enter your email address and password to sign in.

How do I update my account information and address?

You can update your account information by signing in to your account.

 

Once you’re in the ‘My Account’ page, click the ‘Account Info’ button and you will be able to update your account information.

 

Click the ‘My Addresses’ button and you will be able to update your billing and shipping addresses.

How do I change my password?

You can change your password by signing in to your account.

 

Once you’re in the ‘My Account’ page, click the ‘Account Info’ button and you will be able to change your password.

I forgot my password. How can I reset my password?

Click the ‘Account’ tab located on the top of the screen and then click ‘My Account‘.

 

Once you’re in the ‘My Account’ page, click on ‘Lost your password?’ 

 

Enter your username or email address when you signed up. You will receive a link to create a new password via email.

How do I view my recent orders?

You can view your recent orders by signing into your account.

 

Once you’re in the ‘My Account’ page, click the ‘Recent Orders‘ button and you will be able to see your past orders.

How do I join Feeding The Future Rewards Program?

FEEDING THE FUTURE Rewards Program allows you to turn your support for sustainability into real rewards.

 

Sign up for an account on our website and you will automatically join our rewards program for free to begin earning and redeeming Bio Points. No separate registration needed.

 

Visit our Feeding The Future Rewards Program page for more information.

How can I earn Bio Points?

There are multiple ways to earn Bio Points.

 

  • Receive 10 Bio Points instantly after signing up for an account on our website
  • Earn 1 Bio Point for every RM 1 spent
  • Earn 10 Bio Points on your birthday
  • Earn 10 Bio Points on your anniversary with us
  • Earn 2 Bio Points for every product review

*Not including shipping fee*

How do I check my Bio Points balance?

You can check your Bio Points balance by signing in to your account.

 

Once you’re in the ‘My Account’ page, click the ‘Bio Points‘ button and you will be able to view your current Bio Points balance as well as your Bio Points history. 

How can I redeem and pay with my Bio Points?

You may redeem Bio Points to pay for your orders once you have earned and accumulated sufficient Bio Points.

 

10 Bio Points = RM 1

 

The option to pay with Bio Points at checkout will only be available and visible if you have sufficient Bio Points.

 

Bio Points will automatically be deducted from your points balance after successful payment.

 

Currently we do not support partial payments using Bio Points together with other payment methods. Orders to pay using Bio Points can only be paid completely with Bio Points.