We have tailored our delivery options to offer the best possible pricing, no matter where in the UK or ROI you are.
We despatch only Monday to Thursdays, before 12noon. If you place your order at 1pm on a Thursday, or indeed a Friday, your parcel will be despatched on the Monday.
Because of the ongoing COVID-19 Outbreak, we are not currently guaranteeing despatch and delivery times. Whilst we will endeavour to despatch in our usual timeframes, some parcels may have to be shipped the following day. Couriers are not currently guaranteeing their timed services, so you may experience some delays in receiving your parcel. We apologise for any inconvenience this may cause.
We use Royal Mail and Parcel force for deliveries. For bulky items, only Parcelforce will be available.
Royal Mail 1st Class – £5.99
Royal Mail 2nd Class – £4.99
Parcel Force 24hr – £8.99
Parcel Force 48hr – £7.99
Some areas may incur additional fees for shipping, these will be displayed at checkout.
Click and Collect is available at our Woodhall Spa warehouse. It is up to the customer to get in touch and arrange a collection day/time. Orders with Live insects or plants will be cancelled if contact is not made within 24 hours. Orders without these items will be cancelled after 72 hours.
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 where possible. Other courier services may require an additional day for despatch. On some occasions, orders may be dispatched the day after ordering. Where an item is not in stock, we may attempt to contact you to approve a refund or replacement for the missing item. Orders will not be despatched until a reply has been received. During particularly busy periods, and with low stock, we reserve the right to refund missing items and send the rest of the order
When offers and promotions are in place, dispatch times may be extended
Orders shipped on a Next Day service will usually be received Next Day, but on some occasions, couriers may be required to delay the delivery. We cannot be held responsible for short term delays caused by the courier. Where the delay is in excess of 2 working days from Shipment, please get in touch.
Some items may include notification of possible delays in despatch due to the nature of the product. Delay times stated refer to Working days in accordance with our shipping days stated above. Where a delay includes a weekend, these are additional to the times stated. Shipping is a Next Day Service, meaning from day of despatch. These notifications will be included in the text of the product description.
Free Shipping over £60 (after all discounts and credits) is available.
It is advised to purchase a heat pack during the colder periods. Live arrival is not guaranteed if a heat pack is not purchased. Live arrival is also not guaranteed where the customer instructs the courier to leave in a safe place that is not indoors.
Stock levels are maintained daily, but in some cases errors may occur. You will be notified ASAP. In the case of some live invertebrates, there may be some delay in despatch due to old stock being unsuitable for release. Orders will be fulfilled as soon as new stock arrives.
If your order has not been received within 3 days of expected dispatch date, please contact us to track the order.
Where delivery has been attempted but not completed, orders will be returned to the depot and a note left. Orders will be held at the depot for 1 week and contact made to arrange redelivery or collection.
Where orders are not collected, they will be returned to us where we will assess the condition of any perishables. Once condition has been decided, or a period of time elapsed to determine if perishables can be brought to a sellable condition again, we will contact the seller to arrange redelivery or refund.
Redelivery will be subject to shipping fees and a £5 admin fee for the return of goods to store. Refund will only be for any resellable goods, minus shipping fees and a £5 admin fee.
***** International Delivery is currently not available. We are working on this at the moment ******
It is with regret that we cannot, currently, ship to Northern Ireland due to differing customs regulations, especially in regard to Live Plants, Invertebrates and Substrates.
For other countries, please contact us via email (firstname.lastname@example.org) or on our Facebook page www.facebook.com/bioactiveherps
Delivery times may vary, for more detailed timings please email email@example.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.
If you receive your product damaged or unsatisfactory, please contact us immediately at firstname.lastname@example.org. 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.
Refunds for items that are unwanted must be returned in the original, undamaged packaging. Where the item is not faulty or damaged, the customer will be responsible for the return postage. Once processed, a refund will be issued for the cost of the items only.
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).
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 email@example.com
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 firstname.lastname@example.org 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.
Live Plants will generally arrive in perfect condition. Where they do not, please do not repot, plant or modify in an effort to ‘bring it back’.
You must notify us in the first instance of noticing any issues, usually within 24 hours of receipt, with photographs and descriptions of the damage. Any attempt to tidy up the plant, or plant it in the ground, a pot or enclosure will nullify any guarantee.
Flowers are temporary structures on any plants and will generally struggle during shipping, more than the rest of the plant. Whilst generally, our plants arrive without issue, flowers are not covered from damage or decay due to the natural lifecycle of the plant. So long as the greenery is still healthy, new flowers will grow.
Please note – All details, such as plant size, pot size, colour, etc are approximate only and subject to change from delivery to delivery. Additional information is a reference guide only and not to be 100% relied upon.
Where a specific species of plant is not included in the listing (ie only a genus name is used, or ‘sp’ in place of a species name, this indicates a varied mix of plants available. These will be selected from available stock at the time of packaging and may not correspond to the image shown.
All discount codes are to be added to orders at the time of checking out. We can not retrospectively add or claim discount codes.