Due to the perishable and time sensitive nature of a frozen food delivery. It is the customers responsibility to be available to accept delivery of any and all items sent by the Ridgeway group to you.
Orders placed for before 1pm delivery, please note this is an attempt delivery before 1pm and not guaranteed.
Orders placed for Saturday delivery are dispatched Fridays 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. Cut off on the Friday is midday.
Standard orders for delivery in England or Wales placed Monday to Thursday, before 12pm midday, will be dispatched that day for next day delivery. Orders placed after 12pm midday Thursday and before midday Sunday will be dispatched Sunday for delivery on Monday. Orders placed after midday Sunday and before 12pm midday Monday will be dispatched Monday for Tuesday delivery.
Orders for delivery to Scotland must always be placed before midday to ensure next day delivery. Unfortunately we are unable to send out orders to Scotland on Sundays for Monday delivery. They will be held and dispatched on Monday for delivery Tuesday.
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.
Orders may be left in a safe location if stated at time of purchase. Should you not be in or the courier receives no answer at your address they may leave the package. In this circumstance it is being left at the customers risk. By ordering from us you agree that you will be available to accept delivery and you agree to the order being left at your address in your absence.
Orders containing live isopods/woodlice take up to 3 working days to process, you will receive a notification when your order has been dispatched.
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.
The Ridgeway group accepts no responsibility for orders lost, stolen or damaged once we have proof from our courier of it being delivered or left at your address.
Frozen Deliveries; please note orders must be checked and reported within an hour of delivery to report any issues, after this time frame any claims will not be accepted.
Please note that 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 indicate any reduction in the quality of the animal. Any residue can be easily washed off with warm water.
Unfortunately we are unable to guarantee that orders with a total frozen 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.
Livestock Orders:
If multiple animals are in stock then not all will be pictured, so the photo may not be exact animal available.
All prices are per individual unless otherwise stated. All livestock is subject to availability, whilst we try to keep the website as up to date as possible errors may happen, in this situation you will be contacted to arrange a refund/alternative.
Errors can happen with sexing and morph identification. Should this be discovered before leaving us you are entitled to a refund. After the animal leaves us it is the customers responsibility to inform us within 48 hours of the animals arrival. Failing to do so may lose the customers eligibility for a refund.
It is the customers responsibility to have the correct setup available and ready for the animal, if you need any advice please do get in touch. We have the right to request proof of setup at any time, failure to provide an image of an appropriate setup or any image at all, may result in a full order cancellation and refund.
Guarantee for all inverts & amphibians is 24 hours. All other livestock is 48 hours. If issues/concerns are notified upon delivery, then this may be extended. All health related queries will be subject to a full investigation should an issue arise. Failing to provide us with the information we request may void any form of guarantee. If we find reason from the information that its injury or death was caused by negligence or incorrect husbandry then the guarantee may be void. Should death or abnormalities occur then you must inform us as soon as possible. In the unlikely event that an animal passes away please photograph the dead body and freeze until you have heard from us. If death or illness occurs after 7 days, and no health issues were reported, then Ridgeway will not be held responsible.
We have the right to refuse any sale, refund or guarantee at any time if we feel it is necessary.
Livestock sales are for customers aged 18+, if under this age you must have prior parent permission. If we have any reason to suspect this is not the case we will contact you before the animal is released.
When purchasing an animal from us you automatically agree to these terms of sale.
Animals purchased from the Ridgeway Exotics retail shop in Lee-on-Solent may be subject to different prices, terms and availability. Online sales may not be covered by the same terms as in store sales, and vice versa.
Livestock is delivered in our own heated reptile courier vans. Delivery time from ordering will depend on your location and when we next have a van in your area, this will usually be a maximum of 2 weeks. You will receive a date and time slot by phone or email, so please ensure you enter these correctly at checkout. Delivery fee for livestock depends on location, prices start at £45. Livestock orders over £500 (+VAT) are delivered free of charge.
