Email customer care
All orders received after 2:00pm GMT will not be dispatched until, at least, the next working day. All orders will normally be processed and dispatched within 24 hours of receipt of order, subject to availability.
Livestock orders will default to next working day courier delivery and will only be dispatched Monday to Thursday for delivery Tuesday to Friday. Every livestock order includes packaging and sufficient insulation to ensure safe arrival.
Courier deliveries dispatched on a Friday or Saturday will not be delivered until the following Monday.
Orders of 2Kg or over in weight are shipped by next working day courier delivery by default, orders under 2Kg are sent by Royal Mail 1st class post by default but you are given the option to pay extra for a courier delivery at the checkout if this is the case. If there is no optional courier delivery displayed at the checkout then your order is 2Kg or over in weight and will be sent by courier delivery by default. Orders over £150 in value will be dispatched by courier free of charge.
We also provide our online customers with a ‘Store Pickup or Personal Delivery’ option, which you can choose if you are able to collect your order directly from our retail premises or you are purchasing one of our larger items marked as personal delivery, thus saving you any shipping charge. If you do choose to collect your order from our premises then we will contact you via email once your order has been made up ready for collection.
Returns & exchange
All returns must be authorised in advance by a member of The Reptile Room staff, you MUST first contact us for authorisation.
Returns should be made by the cheapest method available, and you should obtain proof of posting of such goods, in the event that the goods are not received by us.
Do not send items back by Special Delivery as we will not be responsible for refunding this additional cost to you.
Goods that are returned without the full documentation or that are not in unused, undamaged condition will be treated as abandoned to us and dealt with as such.
All goods returned due to purchaser’s error are done so at your own expense, in an unused, undamaged condition together with receipt of purchase and will incur a 15% handling charge plus the carriage costs.
Until the goods are received by us, you remain responsible for any loss or damage to such goods.
In the event that goods were faulty or broken when received:
Once we have received the goods and the nature of the damage or fault is identified by us, a replacement, repair, exchange for alternative item or a complete refund of the purchase price and return shipping costs will be given at our discretion.