Pricing

The prices advertised on our website and any other literature are correct at the time of publishing but are subject to change. If any price change occurs before or after you have placed an order with us you will still only pay the price applicable to when the order was initially placed, and not therefore be expected to pay the altered increased or decreased amount. 
All of our prices advertised include VAT at the standard rate. 

If we do not have the product (or tortoise) you require in stock and cannot obtain it for you within a reasonable time frame then we will contact you (usually within 2-3 working days) to notify you of this. A similar product (or tortoise) maybe offered to you. It is your right to accept or decline this offer.

We accept payments via Visa, Mastercard and American Express.

Customer information and data protection
Once a transaction is complete, we delete all records of your payment method and do not store your credit/debit card details.
Any customer contact details for orders (including name,address and telephone numbers) will be kept for 60 days to allow for deliveries and returns.

Deposits

Deposits paid on available livestock

Please note if you pay a deposit for a tortoise (available livestock), we will reserve it for you until you are ready to collect or receive delivery, up to 30 days from deposit date. If you have not arranged to receive your tortoise by this time the deposit covers our re-stocking fee and is non-refundable.

Deposits paid as pre-order for livestock

Deposits that have been paid as a pre-order on a particular tortoise species waiting list will ensure customers will be allocated tortoises on a first-come first-served basis. We only sell tortoises that are 3 months or older, have a good growth rate and are in perfect health. In addition to this, some species require legal paperwork/microchipping before we can sell them and can therefore take 4-6 weeks for Wildlife Licencing to process the paperwork from the date of your pre-order deposit.

Once we have received any legal paperwork and our tortoise health checks are complete, we will notify you that a tortoise has been reserved for you. You will then have up to 30 days from the reservation date provided to notify us make arrangements to collect your tortoise. Please see collections for further information. If you have not arranged to receive your tortoise by this time the deposit covers our re-stocking fee and is non-refundable. If you would like your tortoise delivered instead we can organise this for you (please see deliveries for further information).

Guarantees

We will send the goods ordered by you, to the address supplied when placing the order. You are expected to receive the goods so that they do not deteriorate. Loss or damage caused by a delay that you are responsible for will be at your risk and cost. We also accept that you will receive the goods as arranged and not break the trust we place in you by failing to make arrangements.

Important: please check for any loss or damage on arrival in the presence of the delivery driver.

Anything found to be unsatisfactory on arrival, must be stated clearly, & signed for, on the driver's delivery notes. This should then be reported back to us ASAP. Exchanges or credit notes can then be issued. 

All livestock is guaranteed to reach you alive and in good health.

We guarantee our tortoises against death from any disease or illness within the first 2 months of your ownership, providing you have cared for the animal appropriately with regard to its environment, correct temperatures, heating, food & water requirements.

If you are unfortunate enough to have a tortoise die within 2 months of purchase then we will replace the tortoise free of charge (delivery fee chargeable) providing you have a written veterinary report explaining the cause of death and proof that it was kept and cared for in an appropriate manner.

Collection

We offer free collection from an address in West Sussex, UK. An appointment must be made with ourselves beforehand either by phone or email. For any tortoise collections - we will provide the travel box and heat pack(s) required for their journey home with you. At this current time, we are still enforcing social distancing rules for collection, please see collections page for more information.

Deliveries

Tortoise Deliveries:

By purchasing a tortoise and booking a delivery, you agree to be at the delivery address all day (a friend or family member must be present if you need to "pop out"). Delivery addresses can be changed or amended before booking.

The delivery date must be arranged with us before Monday evening in order to receive a delivery within the same week. Please note that delivery slots can be unavailable, so please book in advance to avoid disappointment.

Tortoises are packed and transported in accordance with UK laws.  We deliver to UK only. Delivery to Scottish Highlands, Channel Isles, Isle of Man, Isle of Scilly, Isle of Wight, Outer Hebrides, Shetland Isles, Orkney Isle, Northern Ireland, Aberdeenshire in incurr additional delivery charges (please see Delivery FAQ for further information).

No livestock orders will be taken from customers outside of the UK. Deliveries involving UK Postcodes beginning with AB, IV, KW, PH, HS and ZE may take up to 48 hours to arrive from the scheduled collection date, and a further delivery charge may be required.

You are responsible for providing us with the correct delivery address, contact name, contact phone number. These details will be used by our couriers to deliver your order. It is your responsibility to check for any errors prior to submiting your order.

Any costs incurred for redelivery and interim care of tortoises if customer delivery details are incorrect or the customer is unavailable/not contactable during delivery day, will be the responsibility of the customer.

The delivery fee is paid up front and will show on your invoice.  All delivery costs are also inclusive of VAT at the standard rate as well as packaging, shipping costs for initial delivery. For returns delivery costs, please see returns section.

For information on delivery charges, please see FAQ on Delivery.

Non-tortoise deliveries
We aim to ship all items within 2-3 working days, but please allow up to 14 working days if your package does not arrive straight away.

You are responsible for providing us with the correct delivery address, contact name, contact phone number. These details will be used by our couriers to deliver your order. It is your responsibility to check for any errors prior to submiting your order.

Any costs incurred for redelivery of items if customer delivery details are incorrect or the customer is unavailable/not contactable during delivery day, will be the responsibility of the customer.

The delivery fee is paid up front and will show on your invoice.  All delivery costs are also inclusive of VAT at the standard rate as well as packaging, shipping costs for initial delivery. For returns delivery costs, please see returns section.

We deliver to UK only. Delivery to Scottish Highlands, Channel Isles, Isle of Man, Isle of Scilly, Isle of Wight, Outer Hebrides, Shetland Isles, Orkney Isle, Northern Ireland, Aberdeenshire in incur additional delivery charges. For information on delivery charges, please see FAQ on Delivery.

We use Royal Mail, Parcel Force, Hermes, DPD and UPS for non-tortoise deliveries.

Please use the Contact Us form for any questions relating to delivery charges.

Returns and Refunds

Cooling off period

In accordance with the online and distance selling law you have a 14 day cooling off period in which you have the right to cancel your purchase and receive a refund for the products excluding any postage or delivery costs. We will refund the payment back to your chosen payment method within 30 days of cancellation. The goods must be returned to us in the same condition as you received them, the return address will be provided once the return form has been completed.

This does not include deposits or housing that has been in contact with a tortoise.

Please note that we will not refund your return postage costs. Should you wish to cancel your purchase within the 14 day cooling off period please use the Contact Us form providing order details (order date, order number, name address and items you wish to cancel).

Tortoise table and equipment returns

For returns (excluding tortoises): Your item must be unused, in its original packaging and condition as you received the item (unless there is a manufacturer fault or defect).

Your item must be returned within 30 days of your purchase.

For returns, please complete the form on the Returns page and include a signed letter stating the reason for the return along with your original receipt.

Faulty or damaged items - refund information

In the event of smaller products being damaged or faulty on arrival, we can refund the cost of return postage up to a maximum of £3 (Royal Mail Small Parcel), please provide a receipt of postage paid. We will refund the original shipping and handling fee up to a maximum of £3.

In the event a bulky item (tortoise enclosures) being damaged or faulty on arrival, it must be reported on the day of arrival. Date of reporting must match up with courier tracking. We can refund return postage up to a maximum of £10. If applicable, we will refund the original shipping and handling fee up to a maximum of £10.

Refunds will be processed within 30 days of receiving returned items.

Non-faulty returns - refund information

For all other non-faulty returns, you will be refunded the value paid for the item providing it is returned within 30 days of purchase. You will not be refunded for original shipping and handling fees or returned items shipping/handling fees.

Products must be returned to us before any refunds or replacements can be authorised. All products will be tested upon return. 

Returns are processed and handled typically within 2-3 working days, but may take longer if further testing is needed to confirm the presence of a fault.

Refunds will be processed within 30 days of receiving returned items.

Tortoise returns
If you wish to return a tortoise as you no longer want it, you will still need to pay the original delivery charge as well as a £50 collection/quarantine/rehoming fee. The tortoise must be returned in it’s original undamaged transportation box with necessary heat packs (provided by the customer - please contact us if you wish to purchase heat packs from us directly). We will provide you with detailed instructions on how to safely box your tortoise for collection. The customer is liable for any injury, vets bills, death of the tortoise caused by unsuitable packaging/incorrect heat packs as a result of the journey back to us.

We will only accept unwanted tortoise returns within 30 days of delivery and must include a signed letter stating the reason for the return along with your original receipt.

For more details on how to return your tortoise, please see returns page.

NB. None of the above terms and conditions affect your statutory rights.

We can be contacted via the Contact Us section on our website.

We reserve the right to refuse anyone a tortoise. We do not take the decision lightly and it will always be in the tortoise's best interest.

*We reserve the right to change these terms and conditions at any time.*