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Help and Frequent Questions

General: Can you collect and deliver a pet for me?

Sorry but we don't offer a private animal courier service.

Our reptile courier service is available for animals purchased from ourselves only, we cannot organise the private couriering of reptiles and amphibians between keepers.

General: Do you have a license to sell exotic pets?

Yes, we are fully licensed with North East Derbyshire District Council. All retailers must have a license to sell any vertebrates from a shop or online.

Our licence reference number: 24/00429/AWPET

General: Do you have a shop I can visit?

If you would like to meet us and see some of the live stock we sell, keep an eye on our News and Events page. We attend various show around the UK.

If you have any concerns regarding ordering from us, please read what some of our customers have to say.

General: How do you guarantee healthy pets?

We do not send out any exotic pet if we have any indication it is not 100% healthy. If we have concerns regarding an animal we are more unfamiliar with, we consult our vast social network of experts and breeders for advice.

The health and well-being of the pets we supply is of uppermost importance to us. Read what some of our customers say.


General: I am thinking of buying an exotic pet - what do you recommend?

Different exotic pets suit different people.

Do you want to handle your new pet?
Do you want a pet that will be active in the day or night?

…the fact is, if you are asking this question - you are not ready to own a new pet.

General: I've just changed my email address, could you update your records?

We do not store your personal details on our computer for security reasons. We respect your privacy and your details are only used to process your orders or contact you with your consent.


General: What are Pet Points?

For more information on how the Pet Points work, please see: http://www.exotic-pets.co.uk/pet-points.php

General: When will a species be back in stock?

Each species that is out of stock has an area for you to submit your email address. Soon as the species is back-in-stock you will be automatically notified by email.

You can see a full list of pets available to order at: http://www.exotic-pets.co.uk/exotic-pets-in-stock.php

General: Why does it take so long for you to reply to my email?

The sheer amount of email can take us up to a full working day to reply to. The contact form is split into three sections.

  • General Enquiry - for any enquiry that does not need an immediate answer.
  • Sales Enquiry - for stock, trade and sales email (if you want to buy from or sell to us)
  • Order Enquiry - strictly related to placed orders. You MUST include your order number to guarantee a quick response.

Please note; if you state the wrong Enquiry Type - it will delay your reply. Remember, you can always call us on 01246 568390.

Order: Can a specify the sex of my new exotic pet?

If you need a specific sexed pet, then please request this in your notes. However, if the dropdown option is not available, then it is unlikely you can choose. This could be for several reason, one of which being the age of the pet.

Order: How do I check my delivery status?

Once an order has been placed you can check the order status by logging in My Account > View My Orders.

Your account is up-dated the day your order has been dispatched, details and any reference numbers will be displayed in Admin Notes. An e-mail is automatically sent to notify you of any order status changes.

Order: I have just receive my new pet, what should I do next?

If you own other reptiles, we always recommend to quarantine any new pets ideally for three months and treat for internal/external parasites. This is mainly for Wild Collected (WC) animals as most species of lizards do have external parasites and/or worms.

Although we do our best to treat animals, it is down to you as the new owner to carry on treatment. If you are unsure, please ask and we will advise which product is best for the species in question.

Leave you new pet for at least two weeks to settle before handling - this is important to some snakes as this can put them off feeding if still young.

Any questions, please contact us, we are happy to help and advise.

Order: I've just placed an order, when will I receive it?

Once you have placed and paid for an order with Exotic-Pets.co.uk, you can check the progress by logging into my account - my orders - and clicking on the appropriate order. We will leave you an estimated delivery date with a TNT or Royal Mail Reference number so you may track this (unless this is being sent via 1st class a delivery date will only be given).

If we have the items on site, your order will be dispatched within 1-4 working days. Some items need ordering from our supplier like fresh food, dried goods and most of our livestock, we only keep a small amount on site.

If we need to order anything from our suppliers, please allow 10 working days.

For more information, please read: How the Exotic-Pets.co.uk website works

Order: Why is payment taken before I receive my order?

Exotic-Pets.co.uk do not take or store you card details directly, therefore have to take payment at checkout stage. We use a company called Protx (http://www.protx.com/) who provide a secure online credit card and debit card payment system.

Once you have confirmed payment details at checkout, Protx proceed to take the amount from your bank account. This is debited immediately, but may take a few days to show in your account.

Can't find the answer to your question? Contact us