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Shipping & Returns 

Shipping Policy

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

 

The shipping bands are:

  • 0-1kg - £4.99

  • 1-2kg - £5.99

  • 2-10kg - £7.99

  • 10kg+ - £9.99

  • We almost always choose a postage option which should deliver in 1 or 2 days, especially if the order includes live inverts or plants to ensure they arrive as fast as possible to avoid stressing anything too much, protecting the critters' welfare as well as protecting your purchase.

  • Royal Mail Tracked 24 is what we've used most frequently for orders including live inverts and 9 times out of 10 will deliver the day after dispatch. Royal Mail Tracked 48 is usually used for non-live orders.

  • A different delivery service such as Parcelforce is only used if the parcel dimensions happen to exceed the Royal Mail limits for that size bracket (eg awkward size/shape hardscape branches).

  • All our orders are sent out using recyclable materials and reused boxes and packaging, plus we try to avoid single use plastics if we can.

  • If you have any concerns, questions or requests regarding shipping please don't hesitate to get in contact

  • 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 posting worries such as weather conditions or industrial strikes which may affect transit time.

Return & Refund Policy

  • As some of our products are live animals and plants occasionally issues in transit may occur. If your invert arrives to you dead or badly damaged in some way due to transit then please let us know and provide evidence within 24 hours of arrival. Unfortunately we can not entertain any requests for refunds on invertebrates after that 24 hour window.

  • Please make sure somebody is present at the delivery address at the delivery time indicated so that the inverts aren't sitting in Royal Mail storage warehouses for days. Refunds not available for inverts where the delivery has been missed, if you are not available to receive the package please send us additional instructions to give Royal mail or tell us when your availability is.

  • Please note that although plants are also a live product, superfluous minor transit damage such as the odd snapped twig or leaf on a plant does not make it faulty and we warrant that it will grow well.

  • Please note plants can have varying appearances depending on time of year, how recently it was watered etc.

  • If your plants are badly damaged on arrival, we expect the customer to notify us within a maximum of 4 days from delivery. The reason for this policy is because any permanent detrimental effects of the transit journey on plants will be evident within this time.

  • For any non live products you have 7 days to report any faults or issues.

  • For all items in our store - If for some reason you do receive the wrong item or it is damaged or faulty and the claim and evidence was submitted in the relevant time frame then a full refund for the item and postage will be provided.

  • If you are unhappy with, or want to return, an item which is otherwise not faulty then please let us know and return it to us in the same condition that we sent it within 14 days and you will be refunded for the item but not the postage costs with the exception of ....

  • .... custom enclosure orders. If we have gone through the whole process of designing the enclosure, getting the quote together and arranging payment we DO NOT offer refunds if you then decide to just change your mind a day later, and a want a refund purely because you've changed your mind. We order acrylic from our supplier as and when we need it and as a very small business a refund like that plus the cost of the acrylic, which we would then have no use for, could cripple our business. Our construction times are clearly stated and all costs will be clearly stated too. Please make sure to read everything carefully before purchasing enclosures.

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