Delivery

We currently only offer one service type – Next Day UK with UK Mail. This is next day from day of dispatch.

Orders over £50 will be entitled to free Delivery. It is incumbent on the buyer to ensure they have selected the correct delivery method. Refunds will not be issued where a buyer has paid for a delivery method, when another method was free.

Delivery costs are;

UK Mail Next Day – £5.99

Some orders may be dispatched in 2 or more packages. You will not be charged extra for these. Some packages containing longer products may be sent via another courier, delivery times may be extended for these products.

All orders are dispatched Monday to Thursday. Orders placed between 12pm Thursday to Sunday will be dispatched on the following Monday.

Orders placed by 12pm will, in most cases, be sent out on the Same day. On some occasions, orders may be dispatched the day after ordering.

It is advised to purchase a heat pack during the colder periods. Live arrival is not guaranteed if a heat pack is not purchased.

Frozen Foods are available for Collection Only.

Stock levels are maintained daily, but in some cases errors may occur. You will be notified ASAP.

Emails will be sent when your order is processing, and dispatched.

International Delivery

***** International Delivery is currently not available. We are working on this at the moment ******

Bioactive Herps currently offers delivery to some international Destinations, but not all. Please ensure your destination is listed below before attempting to place an order.

Republic of Ireland;

Up to 3kg          –  £14.99
3kg to 20kg     –  £16.99
20kg to 30kg   –  £17.99

 

For other countries, please contact us via email (bioctiveherps@hotmail.com) or on our Facebook page www.facebook.com/bioactiveherps

Delivery times may vary, for more detailed timings please email bioactiveherps@hotmail.com. Please be aware that some orders may be too bulky to send, therefore we reserve the right to contact you within 24 hours of receiving the order to cancel it and issue a full refund.

Ordering living creatures is at your own risk. It is the customers responsibility to ensure live creatures are allowed to be imported into the destination country. We will clearly identify all items in the order on customs forms. Where the customer has not checked their country’s import status, and goods are seized or destroyed, Bioactive Herps will not be held responsible and will not issue a refund or replacement.

Whilst we will endeavour to package all living creatures to survive the journey, Live arrival outside of the UK can not be guaranteed. Where orders are received with deceased plants or invertebrates, we will not be held responsible and will not issue a refund or replacement.

Orders with Living creatures will be dispatched according to the delivery timings to ensure they are not left in any couriers warehouse for too long, i.e over weekends.

Returns

If you receive your product damaged or unsatisfactory, please contact us immediately at bioactiveherps@hotmail.com. Refunds and Returns cannot be processed unless contact is made within 15 days of receipt.

If your item is covered under a warranty, please retain all invoices or receipts for the full warranty duration.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Perishable items (such as custodians) should not be returned to us. Instead, please email a photograph of the product in its original packaging, with details of the issues, as soon as they are received. Proof of DOA where applicable needs to be sent within 24 hours of receipt.

Refunds cannot be given for perishable items where they have been under watered, or underfed, or other reasons out of Bioactive Herps’ control.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds or replacements can only be processed if the faulty item is returned within 30 days of your receipt. (Perishable items excluded).

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Refunds will not be given for postage costs.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at bioactiveherps@hotmail.com

Replacements

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at bioactiveherps@hotmail.com to arrange a return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.