FAQ

Shipping days

We ship Monday – Thursday, during standard Royal Mail operating periods. We aim for orders placed before 1pm to be dispatched same-day, however, during Mondays and busier periods this isn’t guaranteed so we would recommend orders are placed before 9am.

If you require the order to arrive on a specific day/date, we are happy to accommodate. However, we are unable to schedule a delivery that falls outside of Royal Mails delivery parameters.

Should you require Saturday delivery, this can be arranged but please contact us first as this falls outside the shipping routine we hold with Royal Mail.

If you are not home during the week, we can ship to your work address or a friend/neighbour if they are willing to sign for your order. We can not be held responsible for loss or damages that occur after the package is signed for, or if you are not in to receive the parcel and it is returned to the depot or left outside your property.

Please Note: During any periods of extreme hot/cold or otherwise disruptive weather, we may postpone shipping, this is to ensure the welfare of our livestock and the quality of our merchandise.

We may also postpone shipping where there may be national holidays, closures or other unpredicted circumstances outside of our control. Our priority is ensuring that our products reach you in the best possible condition. If in doubt, contact us prior to placing your order. We will contact you if any delays are likely to arise, and updates will be posted on our Social Media pages.

Postage options

*Please note – selecting incorrect shipping may result in delays or your order being cancelled​​*

Livestock – Special Delivery Guaranteed by 1pm next day Royal Mail

This method MUST be used if your order contains any livestock.

Special Delivery by 1pm will arrive by 1pm the day after we dispatch your order. You will receive an email notifying you of when your order has been dispatched.

Please note: Though we do aim to dispatch all orders placed before 1pm the same-day, delays can occur so we would advise all orders are placed as early as possible. Orders are dispatched Monday-Thursday, so deliveries occur Tuesday-Friday unless otherwise arranged. We do not have any influence over Royal Mails operating hours.

Equipment – Tracked 24 Royal Mail

This method should be used if your order does not include livestock, It may be used for Livefoods although we will not be responsible for any livefood which may perish due to delays.

Tracked 24 normally arrive next day but is not a guaranteed service.

Tracked 24 can normally be left without a signature in a safeplace, so should you require the parcel left in a safe place leave a note on the order during checkout process.

Castor Only – Tracked 24 Large Letter Royal Mail

This method must only be used for castors or Fruit Fly Vials only, Maximum 4 tubs castors or 3 fruit fly vials (100g)

As this method is ‘large letter’, it will be packaged to fit through the letterbox, so no other products can be shipped via this method.

Add to existing order

If you’ve forgotten anything from your order, this option can be selected if your order has not already been dispatched.
If you select this option without an existing order awaiting dispatch then your order will be either delayed or cancelled.

Alive on Arrival Guarantee

In the uncommon case where any livestock may perish or sustain abnormal injury during delivery it will be replaced free of charge as long as you adhere to our basic terms of service.

Orders containing livestock must have the correct shipping paid for at checkout (Livestock/Special by 1pm)

You must be at home to receive the parcel, failure to accept the delivery will result in the alive on arrival warranty being voided. We receive updates from Royal Mail regarding all delivery failures, if you believe there has been an incorrect attempt to deliver your parcel, it will be your responsibility to follow it up with them.

You must notify us of any problems immediately upon opening the parcel. If you have someone else signing for the parcel, they must be willing to open it and check its wellbeing.

We will ask for a photograph or video to check what may have went wrong.

Should your parcel not arrive next day due to proven delays with Royal Mail we will still honour the alive on arrival guarantee. Our packaging is designed to ensure the welfare of our livestock in the event of such circumstances, but we will again need proof.