This page covers questions relating to how we pack our animals, how animal deliveries work and if transporting them through a courier is safe.
Is it legal to buy animals online?
We are a fully licenced pet shop just like any other retail outlet, the main difference when buying from ourselves, is that we use DEFRA registered animal couriers to deliver your reptiles and amphibians directly to you.
At Exotic Pets UK we spend hours researching and improving the way we keep our own animals on site. We attend regular training courses to improve our own animal husbandry techniques and to gain further product knowledge. We continually push the boundaries to provide quality care information to all customers and to help them improve their own animal care.
As an animal keeper, please be aware that you are responsible for ensuring that the welfare needs of any animal you purchase from Exotic Pets UK are met.
I've never kept an exotic pet before
Our team is here to help you. We remain committed to offering comprehensive advice and care information on all the pets we sell and are happy to make recommendations based on your experience and abilities.
Placing your order
Orders for reptiles and amphibians can be placed online or over the phone, these orders will be subject to pre-delivery checks (see below) and approval before they are booked in with our reptile courier.
Animals that have been pre-ordered will be ordered in from our supplier or breeder. Once they arrive with us, we will need to house, feed, water and monitor the animals health carefully before arranging a delivery date with you.
The time this takes can vary per species, but we will contact you to to complete our pre-delivery checks during this period and to arrange booking the animal in with the reptile courier when we are happy for it to leave us.
Before any animal order is released and booked in with our courier, we need to be satisfied that the housing and husbandry that you are going to provide is suitable for the species you're looking to keep. Our first contact is usually by email and we will ask you a series of questions. You must respond to this email as soon as possible. Alternatively, we may also contact you by phone. Often we will make recommendations concerning setups and/or request photographic evidence of the housing and equipment being used. N.B. Screenshots of products and Google images will not be accepted.
Products purchased from ourselves will be on record and usually make the whole pre-delivery check process simplier. We are always happy to put together full setups for all species we sell to ensure you have the right equipment for the animal you are wishing to keep.
We understand this process may be tedious for experienced keepers, but animal welfare has and always will be our number one priority. These checks are compuslory and ensure we are meeting all our legal obligations for licensing, and more importantly, helping improve our customers herpetological husbandry.
During this process if we believe a customer is not willing to take on reasonable suggestions, lying to us, and/or failing to provide evidence of their setup, the order will be cancelled and refunded.
If we are happy with all information provided to us we will look to get your order booked in with our reptile courier on the next available date. Our cut off each week is Monday 6pm for delivery on Thursday the same working week. If we cannot get the delivery on the same working week, it will be placed onto the following.
How do reptile courier deliveries work?
Our reptile courier collects from us every Wednesday for delivery on Thursday. This is an overnight door to door service throughout the UK via a specialist animal courier.
It is essential that you are available for the duration of the day when receiving livestock deliveries from us. Deliveries can be anywhere between the hours of 6am-8pm. We have no direct control over the drivers route and/or timings of delivery. It is your responsiblity to ensure someone is in at your address to receive your livestock delivery throughout the day.
Once your order leaves us you will recieve an email notification from us, the driver will then be the next person to make contact with you. This may be to advise you of an early delivery on the Thursday or usually an hour before your delivery to let you know they are on their way. It is your responsbility to ensure you answer all calls and acknowledge the driver when they make contact.
Some addresses can be difficult to find and the driver may contact you for further guidance. Failing to answer and assist the driver may force them into moving onto the next delivery slot and leaving your area. If this happens and they cannot return to you the same working day, the driver may be forced into returning the animal to us. In this situation we could also occur a re-delivery fee back to ourselves, sometimes this would mean the courier has to carry a single animal from their base all the way back to us, which can be over and above the standard outgoing reptile courier delivery fee. If this happens, we will have to charge you for both the outgoing and incoming courier cost and any potential re-delivery fees.
Although these circumstances are extremely rare, it is important that all customers understand the importance of liasing with the driver.
Can I order more than one animal?
Yes and additional animals won't occur extra delivery costs.
Can you deliver supplies and foods at the same time as my animals?
Yes, we have pre-exisiting arrangements with our couriers to carry and deliver anything you require. We are happy to put together a full setup for any species you are looking to keep.
What if I have bought my equipment elsewhere?
We will need to see photographic evidence of the enclosure you have setup for the animal you are wishing to purchase. If we feel the equipment you are using is unsuitable, we will give an explaination why and offer you the option of purchasing the correct goods from ourselves, or cancelling and refunding your order.
Will the animal be safe in transport?
Exotic Pets UK has been running for over a decade and we take all animal transportation very seriously. As a business, we liaise continually with our specialist animal couriers to ensure that all animals are delivered within the shortest journey time possible.
Most importantly we guarantee that all animals will be fit to travel. If for any reason, we had doubt, we would contact you and remove the animal immediately from sale.
How your order is packed
Any reptiles and amphibians purchased through Exotic Pets UK will be packed into suitable containers or bags, we place them carefully into thick polystyrene boxes.
Heat packs are provided when required so that all animals will remain warm on their journey to you, and all packaging is labelled and written on to remind our couriers what they are carrying.
What if I'm unhappy with my purchase?
We only sell flawless specimens and will happily provide photos and further information before a purchase is made.
If you receive an order from us that you’re unhappy with, please contact us immediately to discuss this, your satisfaction is important to us.
Does your reptile courier deliver to Northern Ireland?
We have had to place this service on hold until further notice. This is due to changing animal transport legislation post Brexit. We apologise to all our customers for any inconvience this may cause. We do hope to resume this service in the near future.
Invertebrate only orders
How do invert deliveries work?
Orders containing invertebrates are usually shipped Monday to Thursday. Small parcels are sent via Royal Mail Special Delivery before 1pm and larger/heavier parcels will often be sent via APC Next Day. The method in which these will be sent will be determined by what other items you have on your order. Once the order has been dispatched, tracking information will be available for you to log in and view in My Account
Invert shipping in cold weather
Invertebrate shipping must be managed very carefully during the winter. Despite the secure packaging and heat packs that we use during transport, overnight frosts, and temperatures below 5°C can easily kill invertebrates. Any orders containing invertebrates may be postponed for several days or weeks (if necessary) if temperatures suddenly plummet or there is a high risk of bad weather.
Please order on the understanding that there may be unavoidable delays in shipping during the colder months of the year.
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