FAQs
Please find some of our frequently asked questions below. If you can’t find your query we are always available to help. You can get in touch with our team via Facebook or Email.
All frozen orders are now taken via this website. If you can’t find what you are looking for, or the answers you need on the website. Please feel free to contact us via our Facebook page or email.
Standard orders for delivery in England or Wales placed Monday to Thursday, before 1pm, will be dispatched that day for next day delivery. Orders placed after midday Thursday will be dispatched Sunday for delivery on Monday for Tuesday delivery.
Please note that we will do our best to meet these deadlines, but sometimes situations are outside our control. If we are able to dispatch your order sooner, then we will do so. Please check your delivery notifications for up to date information regarding your order.
We use a well respected nationwide courier service who issue delivery updates, if you have any issues with their service we recommend contacting them directly.
If selecting ‘Standard Delivery’ your order will be sent on a typical next day service. You can upgrade your delivery to ‘Before 1pm’ for an additional charge, this is a guaranteed attempted delivery next working day, before 1pm. You can also select Saturday delivery for an additional fee, Saturday Deliveries are dispatched on Fridays and are for a guaranteed attempted delivery on a Saturday.
Unfortunately we are unable to deliver to Northern Ireland, Isle of Man, Channel Islands, Isles of Scilly & certain Scottish Islands.
All frozen is packed to the highest standard to ensure your food arrives fully frozen. Depending on the size of your order and your location, we will use a mixture of poly boxes, dry ice and ice packs as well as being inside of a cardboard box to keep your items as cold and safe as possible in transit.
Frozen orders that are under £50 we can’t guarantee will arrive frozen
We recommend that frozen food should be purchased in 6 months supply or less. Although the food is still ok to feed after 6 months, the freshness and quality will be at their best within the first 6 months! We also advise keeping the frozen items in a sealed bag or tub to maintain freshness.
All of our available frozen food is kept to the highest welfare standards prior to being humanely culled. They are kept in extremely clean conditions; bred, brought up and killed on the same site, minimising stress. All rodents are packaged immediately into plastic bags, frozen and stored in a temperature-controlled environment at all times. Meaning they keep maximum nutritional value and stay fresher for longer. Animal welfare is a huge priority here at Ridgeway and that includes our feeders too, we want to provide the nation with the healthiest and highest quality frozen food.
Due to the humane method in which certain animals are despatched; residual blood, urine and faecal matter may be present on the prey item. This is not a cause of alarm and does not indicate any reduction in the quality of the animal. Any residue can be easily washed off with warm water.
No there is no minimum spend!
However we are unable to guarantee that small frozen orders with a total order value of £50 or below will arrive frozen. These small orders are purchased at the buyers risk and will not be replaced or refunded if defrosted during transit.
All of our orders are shipped out for next working day delivery when ordered before 12noon for mainland UK only, North of Dundee in Scotland will be a 2 day service.
If selecting ‘Standard’ or ‘Before 1pm’ delivery your order will be dispatched Sunday-Thursday and unfortunately we cannot allow you to choose your delivery date. Please simply order in the morning the day before you require your items. If selecting Saturday Delivery, and your order is placed before midday on the Friday, your order will be dispatched Friday for delivery on the Saturday. If your order is placed earlier in the week and Saturday Delivery is selected, your order will be held until the Friday.
Standard orders for delivery in England or Wales placed Monday to Thursday, before 1pm, will be dispatched that day for next day delivery. Orders placed after 1pm Thursday will be dispatched Monday for Tuesday delivery.
If we are able to dispatch your order sooner, then we will do so. Please check your delivery notifications for up to date information regarding your order.
If your location is a 2 day delivery service then we can only dispatch your order Monday – Wednesday.
Orders containing live isopods/woodlice may take up to 3 working days to process.
Orders for HerpXotics Racks and Vivariums may take up to 4 weeks to be delivered. These units are made to order and then have to be delivered on our own vans. Please contact us for an estimated delivery time.
Our delivery charges are based on DPD delivery zones, as this effects what our costs are. There are also potentially additional charges depending on the items ordered.
For the majority of the UK, standard next day delivery is £7.49 for orders containing no frozen, heavy items or livestock.
For frozen orders it is £12.99. If you wish to guarantee delivery of your items before 1pm it will be £14.99. Saturday delivery is £19.99, this is for a guaranteed delivery on a Saturday. Heavy items may incur a charge of an additional £5.50. Livestock delivery to these standard postcodes is £65.
Orders sent to the Scottish Highlands are charged at £24.95. Livestock delivery is £120. These prices apply to postcodes that start; AB36 to AB49, KW1 to KW17, PH17 to PH50, KA27 to KA28, IV1 to IV63, and FK17 to FK20.
Orders sent to the Central Scotland are charged at £24.95. Livestock delivery is £85. These prices apply to postcodes that start; AB10 to AB25, PH11 to PH14, DD8 to DD11, PH2 to PH9, PH20 to PH26 and AB53 to AB56.
Orders sent to North England & South Scotland are charged at £6.95, £12.49 for Frozen deliveries with an additional £5.50 for heavy items. Livestock delivery is £85. These prices apply to postcodes that start; DD1 to DD7, FK1 to FK16, G1 to G84, NE48 and NE49, NE65 to NE70, all EH, all KY, all KA1 to KA26, all DG and all TD.
Orders sent to the Isle of Wight are £24.95. Livestock cannot be delivered to the Isle of Wight.
Free delivery is available on all orders over £500 (excluding VAT).
Orders can be collected directly from our warehouse; this service is available Monday to Friday 10am-5pm
Our warehouse address is
Weathermore Cottage,
Weathermore Lane
Four Marks
ALTON
GU34 5AN
Entering the above address into Google Maps will bring you to a single track country lane. Drive down this road, following the turn to the right. Past the first gate on the right (with the post box) and to the second gate. Upon entering turn immediately right through another gate and you will see the warehouse with RIDGEWAY on the side.
Please ensure you order before you travel to the warehouse as we are unable to take orders and payments there.
There has been a major change in card online security, please check the following:
If you have a problem your order or delivery please contact us via the contact page or email us at ridgewayexotics@yahoo.com
Please do not call the Ridgeway shop as they will be unable to assist you.
The most effective way to resolve any delivery issues is to contact the courier company directly.
Please read our full Terms & Conditions.
You are more than welcome to visit us at our shop, however our website prices are for items purchased on the website.
These prices may not be available in store.