Delivery and Returns
This page covers questions relating to shipping charges, estimated delivery times, regional differences and which couriers we use.
Shipping charges and delivery times vary depending on the type of product you are purchasing, the total weight, and in some cases; where you live.
|Delivery Method||Shipping Charge|
|Royal Mail 2nd Class||£0.95-£2.95*|
|Royal Mail 1st Class||£3.40|
(Northern Ireland/Republic of Ireland)
*Our checkout will default to the correct delivery method and cost when you add items to your basket.
Do you keep everything in stock?
All livestock and most of the products we sell are on site. Any items purchased that are kept off site (fulfilled by our suppliers) will be dispatched to you at the first opportunity.
When will you dispatch my order?
We aim to dispatch standard orders within two working days. If there is a delay (e.g. product is out of stock) we will contact you with the different options available.
Specialist and perishable items (live food, frozen, live plants) are shipped Monday-Thursday only. Often these items are ordered fresh from our suppliers and are subject to a longer processing time.
Livestock deliveries are also subject to set shipping days (see information below).
How do livestock deliveries work?
Reptile/amphibian orders received by Tuesday midday will be delivered on a Thursday (the same working week); assuming we’ve been able to contact you and confirm your details. Any orders received after this time, will be delivered the following week. On the day of delivery (Thursday) the courier will call you approximately one hour before the delivery.
Invertebrate orders are shipped Monday to Thursday only. Light orders are sent via Royal Mail Special Delivery before 1pm and larger/heavier orders (usually containing equipment) are shipped via a next day courier.
Which couriers do you use?
We dispatch orders with Royal Mail, Parcelforce, TNT and other specialist couriers.
Will I get a tracking number?
Where appropriate, this information will be available for you to log in and view in My Account.
Can I specify a delivery day?
This can be arranged for invertebrate, frozen and standard courier deliveries only (days of delivery are Tuesday-Friday). We cannot guarantee this service for items being dispatched via Royal Mail 24/48 or offer it for livestock being delivered by our reptile courier. Please add any special instructions to the order notes during the checkout process, we will try to accommodate all requests where possible.
Do you offer next day delivery?
Unfortunately, we can’t always guarantee next day courier deliveries. If your order is urgent, please contact us before ordering, and we will do our best to help.
Does your reptile courier deliver to Northern Ireland?
Yes weekly, but these are to fixed drop-off locations and set times only (Newry BT35, Annesborough BT67, Lisburn BT28). Please call us during working hours to place your order.
Can you ship internationally?
Our reptile courier delivers to the Republic of Ireland once a week, but these are again to fixed drop-off locations and set times only (County Meath, Dublin, Wicklow). Please call us during working hours to place your order.
Regrettably we cannot ship to any other international countries.
- Bulky and large items may have to be sent via specialist couriers and may take longer to reach you.
- Courier deliveries to remote regions may not arrive the next working day.
- Unfortunately, we cannot ship frozen goods to some regions. This is due to courier processing times.
- Adverse weather conditions can cause shipping delays in some circumstances.
You may return any unwanted goods to us within 30-calendar days of receipt. Any goods returned, must be in a new, unused and saleable condition. You the customer are responsible for the cost of the return of these items and we would recommend, using a tracked and insured service to guarantee they arrive back with us safely.
If you receive an item damaged or faulty on arrival, please contact us immediately. We will then issue you with a pre-paid postage label, so we can recall the item for inspection and testing. In some circumstances, we may ask for a digital photograph to support your claim. This often speeds up processing any refunds or replacements.
We do not accept returns for flat-pack vivariums and cabinets that have been removed from the original packaging and/or that have been partially assembled. Perishable items such as live food, frozen food and live plants can also not be returned. If you've received livestock you're unhappy with, please contact us to discuss this in more depth.
Before returning any item, please contact us for a returns authorisation number.
FAO Returns Dept
Exotic Pet UK Ltd