At Internet Reptile we're pround to be completely upfront and transparent when it comes to all our policies and have nothing to hide. For that reason we now include all this information right here on the product pages for you to review before placing your order.

Delivery

We aim to ship all orders as quickly as possible, acheiving over 90% same day despatch for orders placed by midday Monday to Friday, even during the coronavirus pandemic. Orders not despatched same day are usually despatched within 1-2 days.

Please be aware that as the impact of the coronavirus pandemic contunues to increase the demand for online ordering some orders will be impacted slightly as a result, we would therefore advise ordering and planning ahead as far as is possible.

DESPATCH TIMES

It is our overriding duty to our staff to ensure that they are kept safe and we will always put that first. We will not overcrowd our warehouses and will make no compromise when it comes to social distancing or our processes that ensure sharing of equipment or work zones is eliminated or minimised. This does mean that during busy periods (especially over the weekend) some orders will take a little longer to be processed and packed. We would advise placing orders in extra time to allow for this.

DELIVERY TIMES

We will continue to despatch on fast 24-48 hour services but as with all deliveries short or localised delays are likely, especially as we move further towards the peak Christmas period.

Orders containing frozen food cost £9.99 for delivery regardless of value or total cost.

We offer FREE delivery on all other orders that total £60 or more.

Delivery for other orders under £60 are charged by weight: Packets £3.49 (under 3.4kg). Parcels £4.99 (under 20kg). Large Parcels £7.99 (over 20kg)

Available delivery upgrades are shown at checkout

Delivery rates are valid only to standard mainland UK destinations. Whilst packets may be shipped to other UK destinations, we are not able to ship any order outside of the UK at present.

Cancellations (Before Despatch)

Due to automation and high order volumes we are not able to cancel orders once placed once checkout has been completed

Unwanted Items

Livefood, Frozen Food, Perishable Goods and any item made specially for you cannot be returned under any circumstances.

All other items can be returned for any reason for a full refund as long as we are notified by email within 15 days of receiving your order.

Damamged or Incorrect Items

Livefood, Frozen Food, Perishable Goods and any item made specially for you cannot be returned under any circumstances.

Faulty Items

Livefood, Frozen Food, Perishable Goods and any item made specially for you cannot be returned under any circumstances.

Commonly asked questions regarding the order process, delivery and returns can be found here for your convenience.

• What happens if my livefood order arrives dead?
  On the rare occasion, unfortunately this can happen due to extremes in temperature, humidity or where there are postal delays. Don't worry, simply email us a photograph showing the issue within 48 hours of receipt and we will issue a credit or a replacement order for you without delay.
• What if my Frozen Food arrives defrosted?
  Becuase of the way our orders are packed and despatched using fast couriers this is unlikely to occur. In the event it did happen you can rest assured that as long as you were available to take the delivery on the first attempt we will fully cover your order at no expense to yourself. Simply email a photograph showing the spoilt food aand we will issue a credit or replacement order for you without delay. We regret that becuase food will quickly spoil if not unpackaged soon after arriva, we will not cover any instance where food has been requested to be left safe or redelivered for any reason (e.g. due to nobody being available to take delivery).