All of our standard orders are shipped out for next day delivery when ordered before 12noon for mainland UK only, North of Dundee in Scotland will be a 2 day service.
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 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.
Orders containing live isopods/woodlice may 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.
Unfortunately we are unable to deliver to Northern Ireland, Isle of Man, Channel Islands, Isles of Scilly & certain Scottish Islands.
If your items have not arrived within the specified time frame please contact us directly so we can look into your order, please include your order number, full name and address in your message.
We use a well regarded nationwide courier, once your order has been collected by them we rely on their service to deliver to yourselves. We cannot be held responsible for delays in the delivery network however we do guarantee that orders containing more than £50 of frozen will arrive frozen. If you have any issues with the couriers service or wish to lodge a complaint, we recommend contacting them directly.
If any of your items are out of stock once your order has been placed we will remove this from your order and dispatch the remaining items on your order, we will refund you for your missing items.
We reserve the right to cancel your order or any part of your order before despatch without compensation or other liability. The usual reasons for doing so may include, but are not limited to, stock availability, invalid contact details or errors with product information online.
All of our online prices are inclusive of VAT* will be 20% or 0% depending on the items being sold.
Prices are subject to change at any time and without any notice.
Offers and discounts are subject to availability and must be used at the time of purchased, this cannot be added to existing orders.
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.
*Trade prices are shown without VAT, you must be logged in to a verified trade account for these prices to be displayed.
If you change your mind about any of your items*, provided it is otherwise pristine and unused we are happy to accept a return for either a refund or store credit within 30 days of placing your order. Requests must be made by email within 15 days of delivery and return delivery costs are the customers responsibility.
*Not valid on perishable items such as frozen food and live food.
All PVC vivariums & racks are made to order and, unless damaged or faulty, are exempt from our standard return/refund policy.
If your item is delivered faulty you must contact us within 7 days, items must be returned to us for assessment before any exchange or refund is issued.
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.
Whilst we aim to provide accurate, correct and up to date information online and in person, we cannot guarantee the accuracy, completeness or effectiveness of any product or advice given. This risk is amplified by an ever evolving hobby where information is subject to change, become outdated or effective alternatives are found. Information and advice is given without warranty and should be read in conjunction with other sources.
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 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.
The Ridgeway group cannot be held responsible for delays to the couriers service that are outside of our control. The most effective way to resolve any issues is for the buyer to contact the courier company directly.
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.
Unfortunately 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.
Trade accounts are available to business customers only; you must be a registered business with a professional premises; such as a bricks and mortar reptile/pet shop, college, farm park, falconry centre, zoo, or garden centre. Priority is given to reptile/pet retail stores as this is our main customer base.
In order to approve your account we must be able to find reference to your business online. This includes social media presence, google business/map locations, companies house, websites etc.
Delivery address must be the same address as your business unless given prior permission, orders placed for delivery to an address different to the trade premises linked to your account will be cancelled. Should you have multiple premises then a separate account should be set up for each with their individual AAL included.
An approved trade account gives you access to our livestock trade lists; you must have an AAL in order to order livestock.
We do not offer terms, and all orders must be paid for upfront unless otherwise discussed and agreed with senior management. Delivery fees for dry good and/or frozen orders are fixed and non-negotiable, we do not offer free delivery. The delivery fee includes all packaging, e.g. polystyrene box and dry ice.
Trade prices on the Ridgeway Frozen website and for livestock are agreed between ourselves and you the customer. We request that as a condition of holding a trade account with us that these prices are for your eyes only and are not to be shared with anyone outside your organisation.
We reserve the right to close any trade account at any time without prior notice or warning.
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 £65. Livestock orders over £500 (+VAT) are delivered free of charge.
