Shipping & Returns

Our shipping rates are determined by the total weight of your cart at checkout.

The shipping bands are:

Live orders and dry goods orders are dispatched every TUESDAY (weather permitting). We will always email you if there are changes to when we can ship your order, such as cold weather. Please contact us if you want to arrange an alternative delivery day, but please note it is entirely your responsibility to be available and our refund policy will be void if delivery is missed or delayed over the weekend.

Royal Mail Tracked 24 is the service used for live orders, and will deliver the day after dispatch.

Royal Mail Tracked 48 is used for non-live orders like dry goods and enclosures. These usually arrive 2 days after dispatch.

Live orders are shipped with a heat pack when temperatures drop below 10 Degrees Celsius. Shipping is postponed if temperatures fall below 3 degrees C as our heat packs stop working, or if summertime temperatures become too high to avoid overheating during transit.

In the event your live order is dead on arrival, please send evidence to us within 1 hour of it being delivered to be eligible for a refund. If your order is DOA due to you missing the delivery then the refund will be void. If your order develops any issues within 24 hours of receiving it, please notify us and send evidence within those 24 hours for us to consider a refund or replacement. We cannot take responsibility for anything outside of this timeframe. We will never send unhealthy livestock and offer support and advice in the event you do run into an issue.

Please note we do not offer refunds or cancellations on enclosure orders where you have changed your mind or informed us too late after purchase. Custom enclosures- If we have gone through the whole process of designing the enclosure, getting the quote together and arranging payment we DO NOT offer refunds purely because you've changed your mind. Our construction times are clearly stated and all costs will be clearly stated too. Please make sure to read everything carefully before purchasing enclosures. In the unlikely event your enclosure arrives broken, please send us evidence within 24 hours of arrival and we will do our best to get a replacement sent to you.

A different delivery service such as DPD is only used if the parcel dimensions happen to exceed the Royal Mail limits for that size bracket e.g enclosure orders containing multiple enclosures. We will always contact you regarding any changes to shipping.

All our orders are sent out using recyclable materials and reused boxes and packaging, so please excuse their appearance. We encourage customers to reuse packaging materials where possible.

An email will be sent to you confirming when the package will be posted and detailing any steps needed to be taken to ensure the health of any critters on arrival (instructions on slowly getting inverts warmed up again etc). We will also contact you to discuss any changes such as weather conditions or industrial strikes which may affect transit time/ dispatch date.

If you have any concerns, questions or requests regarding shipping and returns please don't hesitate to get in touch!