FAQ

Our team are passionate about reptiles and want to help ensure that your reptile is healthy and happy. Reptiles make amazing pets. They’re exotic, interesting, and can be a lot of fun to own. But taking care of them can be difficult with so many options available…

That’s where Reptili comes in, we know that you want what's best for your pet, and that’s why we only deliver the highest quality food and supplies for your reptile.

We always strive to give you the best possible service, and we aim to be warm and welcoming to all, educational and informative & our website & stores being first and only shop you need for supplies.

We're here to make learning and caring for your reptile fun and exciting.

Whether you're a beginner, or an experienced owner, Reptili is here to help. If you are looking for care sheets or advice on the perfect varied diet for your reptile, we can help you to ensure your pet is getting the best nutrition possible.

Join our online community via our social channels to share advice and tips with other other reptile owners from all over the world.

Please find our managment team below;

Managing Director: Aghiad Baranbo

Head of Operations: Ian Porter

Both can be contacted at info@reptili.com

Peterborough Store Manager: Tom Smith

Email: peterborough@reptili.com

Phone: 01733 891 665

In-stock items ordered before 2pm;

Standard Delivery: Royal Mail (2-5 Days)

Express: 1 working day arrival if order placed before 2pm (Mon-Fri), 2 working days if order placed after 2pm (Mon-Fri)

Frozen Items: 1 working day arrival if order placed before 2pm (Mon-Fri), 2 working days if order placed after 2pm (Mon-Fri)

We use APC & TNT

Most orders arrive within 1-3 working days. Our couriers will usually email or text the delivery details so you can track your order. If you're unable to find this, please contact us and we can track it for you.

Our livefood orders are sent from our livefood distributor to any UK mainland address via a Royal Mail next-day delivery service. This means that any order you place containing livefood and other items will arrive in multiple packages, one from our warehouse and one from our livefood distributor. Our livefood provider despatches packages Monday to Thursday to avoid livefood being in transit over the weekend. 

We can send frozen foods to any UK mainland address via a premium courier service, this costs £9.99 and is not covered under our free delivery offer. Frozen foods are only despatched Monday to Thursday, to avoid being in transit over the weekend and arriving defrosted.

Unfortunately, our couriers charge us significantly more to send to certain locations, so there is a small additional cost for some locations.

These include Northern Ireland, the Isle of Man, the Scilly and the Channel Islands, and the Scottish Highlands. Postcodes: AB30-56, IV, HS, KA27-28, PA20-49, PA60-78, PH17-26, PH30-50, ZE, IM, BT, TR21-25."

Unfortunately, our couriers don't work on Sunday or bank holidays, so we're unable to dispatch orders taken at these times. However, we do work hard to keep any further delays to a minimum.

We cannot guarantee despatch times for items delivered from our warehouses or direct from suppliers.

If your order is being sent via courier, our system will let you know once the order has been despatched, confirming the carrier and tracking number. However, at busy times it can take the courier a while to update the status message.

Yes! You can enter your chosen delivery address of preference when checking out. As long as this is approved with your place of work with safe and correct storage of your items.

If you did not receive your order by the delivery date/s advised, please contact us immediately at info@reptili.com and we can track this for you.

Should there be any items missing from your delivered order, please contact us immediately at info@reptili.com and we shall resolve this for you.

YES! To give you extra peace of mind when ordering, we offer a 30 day returns policy. If you purchase an item and decide it's not right for you, you can return it to us at your own expense for a refund.

Our returns process is very simple to follow. A typical return usually takes 14 days to complete - from the time it reaches us to the time we provide a replacement or refund - but it can take longer with some products or manufacturers unless this is done in one of our stores.

Certain items (such as live food & plants, or spare parts) can't be returned. Products must have all original packaging or labels. The product cannot be returned if this has been personalised for you, or made to your specific measurements e.g., bespoke vivarium’s.

Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within 30 days, and we'll exchange or give you a refund.

Online - Let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

Send back your item - If you're returning an unwanted item, you're responsible for covering the costs. We recommend packaging your item carefully and sending it via an insured service since if it arrives damaged, you'll need to claim its value from the courier.

In Store – You can return any unwanted purchase to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your exchange/refund. If you do not have a proof of purchase, we can attempt to find your order on our sales system and exchange/refund the item for the purchase price.

If an item you've purchased develops a fault within the warranty period, we'll be happy to provide a replacement once this has been confirmed by either us or the manufacturer.

Online - Contact us and let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

Send back your item - Our returns team may need to speak to you to investigate the fault. They resolve many problems and can avoid the need to send items back. If a fault is suspected, you’ll need to send the item back to us. We recommend packaging your item carefully and sending it via an insured service.

Product Testing - Some suppliers want us to test faulty items before replacing them, and a few require us to send the item to them. We'll do this as quickly as we can, but it can take up to 28 days. If a fault is found, we'll replace the item. If not, we'll send it back to you.

In Store – You can return any faulty to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your refund or replacement. If you do not have a proof of purchase, we can attempt to find your order on our sales system and if a fault is found a replacement or refund of the item will be made for the purchase price.

Reptili does not accept an animal back for a change of mind. Please research and ensure the animal is right for you and your home. If you are unsure, speak to the Reptili team or do not make the purchase.

If you experience any problems or are not wholly satisfied with any animal purchased, please return to a Reptili store within 48 hours. We guarantee all our animals for 48 hours for death/illness, excluding all invertebrates, amphibians’ chameleons, and any highly specialised reptilians.

Guarantee Exemptions: Animals collected by a third party, not arranged by Reptili are exempt from our 48-hour guarantee.

Death - If the animal dies within 48 hours, return the body frozen together with a qualified exotic vets necropsy report stating cause of death.

Please provide your receipt/proof of purchase and one of the Reptili team will check the animal and process your exchange/refund.

Yes! Reptili offer a 30 day returns policy. If you purchase an item and decide it's not right for you, you can return it to us at your own expense for a refund.

Similarly, if an item you've purchased develops a fault within the warranty period, we'll be happy to provide a replacement once this has been confirmed by either us or the manufacturer.

Certain items (such as live food & plants, or spare parts) can't be returned.

Yes! You can exchange unwanted items up to 30 days after purchase, except animals.

Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within30 days, and we'll exchange or give you a refund.

Certain items (such as live food & plants, or spare parts) can't be returned.

The following products won’t be eligible for exchange or refund (unless faulty or not as described):

Products you received over 30 days ago.

Products that have been opened or unsealed (other than where necessary to inspect).

Products without original packaging or labels.

Products or packaging in poor condition and with no additional pricing labels or barcodes or damage from such labels.

Perishable goods such as live and frozen food and plants.

Where a product has been personalised for you, or made to your specific measurements e.g. bespoke vivariums.

Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your order confirmation.

Yes of course! Please find our contact details via reptili.com and give us a call. We can place your order and take payment over the phone for you. You can either select home delivery or store pick up.

Yes, we do!

When placing your order via reptili.com, select 'pick up' and select your prefered store.

We'll let you know when your items are ready to collect.

If an item you've purchased arrives damaged or develops a fault within the warranty period, we'll be happy to provide a replacement once this has been confirmed by either us or the manufacturer.

Our returns process is very simple to follow. Certain items (such as live food & plants, or spare parts) can't be returned. Products must have all original packaging or labels.

To give you extra peace of mind when ordering, we offer a 30 day returns policy. If you purchase an item and decide it's not right for you, you can return it to us at your own expense for a refund.

Our returns process is very simple to follow. A typical return usually takes 14 days to complete - from the time it reaches us to the time we provide a replacement or refund - but it can take longer with some products or manufacturers unless this is done in one of our stores.

Certain items (such as live food & plants, or spare parts) can't be returned. Products must have all original packaging or labels. The product cannot be returned if this has been personalised for you, or made to your specific measurements e.g., bespoke vivarium’s.

Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within 30 days, and we'll exchange or give you a refund.

Online - Let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

Send back your item - If you're returning an unwanted item, you're responsible for covering the costs. We recommend packaging your item carefully and sending it via an insured service since if it arrives damaged, you'll need to claim its value from the courier.

In Store – You can return any unwanted purchase to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your exchange/refund. If you do not have a proof of purchase, we can attempt to find your order on our sales system and exchange/refund the item for the purchase price.

Yes! You can exchange unwanted items up to 30 days after purchase, except animals.

Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within30 days, and we'll exchange or give you a refund.

Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within 30 days, and we'll exchange or give you a refund.

Online - Let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

Send back your item - If you're returning an unwanted item, you're responsible for covering the costs. We recommend packaging your item carefully and sending it via an insured service since if it arrives damaged, you'll need to claim its value from the courier.

In Store – You can return any unwanted purchase to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your exchange/refund. If you do not have a proof of purchase, we can attempt to find your order on our sales system and exchange/refund the item for the purchase price.

A typical return usually takes 14 days to complete - from the time it reaches us to the time we provide a replacement or refund - but it can take longer with some products or manufacturers unless this is done in one of our stores.

No.

Certain items (such as live food & plants, or spare parts) can't be returned.

Reptili offers the option to pay using Klarna, to spread the cost of payment.

1. Add products to your cart and select "Klarna" when you check out.

2. Enter a few personal details and you'll know instantly if you've been approved.

3. Select which Klarna payment option you prefer to use. Klarna will send you an email confirmation and reminders when it's time to pay.

For more details, see below;

https://reptili.com/pages/klarna-reptile

No, not as a rule, however we always try remain competitive with our pricing, offering a huge range of products and animals at the best prices with a team passionate about reptiles with a wealth of knowledge and advice.

We only deliver the highest quality food and supplies for your reptile, however, if you are concerned about any of our pricing please let us know and we'll always be happy to help.

Once you have made your first order an account is created for you. Simply log in, view your subscription details to edit products & delivery frequency or cancel.

Any problems with doing this, please contact us at info@reptili.com

Yes, of course.

Once you have made your first order an account is created for you. Simply log in, view your subscription details to add products.

OR, you can begin a new subscription with additional products & frequency.

Any problems with doing this, please contact us at sales@reptili.com

Once you have made your first order an account is created for you. Simply log in, view your subscription details to edit products & delivery frequency or cancel.

Any problems with doing this, please contact us at info@reptili.com

Payment is taken when you make your first order.

Subsequent payments are taken each time your products are due for shipping, usually the day before.

Our livefood orders are sent from our livefood distributor to any UK mainland address via a Royal Mail next-day delivery service. Our livefood provider dispatches packages Monday to Thursday to avoid livefood being in transit over the weekend. 

Once you have made your first order an account is created for you. Simply log in, view your subscription details to edit your personal details & delivery information.

If you forget to change your address and a shipment has been dispatched, we are unable to change this.

Any problems with updating your contact details, please contact us at info@reptili.com

Our livefood orders are sent from our livefood distributor to any UK mainland address via a Royal Mail next-day delivery service. Our livefood provider dispatches packages Monday to Thursday to avoid livefood being in transit over the weekend.