Free UK Delivery

All orders are dispatched for Free UK Delivery via Royal Mail 48 Tracked.

You can upgrade to faster delivery for £2.99 usually this will be Royal Mail 24 Tracked or DPD next day delivery, not including Sundays, Bank Holidays, Christmas or Easter.

All orders made before 3 PM on a weekday are usually dispatched same-day. Orders made on the weekend are processed on Mondays, or Tuesday if it's a Bank Holiday. We use a range of carriers that provide the excellent service our customers expect. For small items, we use Royal Mail 48 Tracked. This service keeps customers up to date with their delivery via email. For larger items we use DPD or Parcel Force 24 which in most cases are Free Next Day Delivery Tracked, even larger items will be dispatched via pallet delivery and some products with 5 - 7 days delivery. please see the additional information for this service . 

If you spend £75 or more on your order, you qualify for free next business day delivery. This means that once your purchase reaches the minimum amount of £75, we will ship your items at no additional delivery cost, and they will arrive on the next business day after processing. This offer is designed to give you faster delivery without the extra charge, making it even more convenient to shop with us.

Royal Mail, DPD and Parcel Force collect from us daily, and packages go direct to the sorting office or Parcel Force depot to speed-up delivery.

Terms and Conditions for Shipping Frozen Reptile Foods
1. General Terms By purchasing frozen reptile food from our store, you agree to the terms and conditions outlined below. These terms are in place to ensure transparency and understanding regarding the shipping and handling of temperature-sensitive products.

2. Shipping and Delivery We carefully pack all frozen reptile food using insulated materials and cold packs to maintain optimal conditions during transit. Our goal is to ensure the products arrive as frozen as possible.

Shipping Method: We use 24 Tracked shipping to minimize the time your order spends in transit.
Delivery Timing: Orders placed before 3PM will typically be dispatched on the same day and should arrive the next business day. Frozen foods are only despatched Monday to Thursday, to avoid being in transit over the weekend and arriving defrosted.
Delivery Delays: While we make every effort to dispatch and deliver orders promptly, please note that external factors (e.g., carrier delays or extreme weather) may occasionally impact delivery times.
3. Packaging Your frozen reptile food will be shipped in insulated packaging with cold packs to help maintain the correct temperature during transit. However, despite our best efforts, temperature-sensitive items may be affected by factors beyond our control.

4. Risk of Defrosting While we take every precaution to ensure your frozen reptile food arrives in optimal condition, we cannot guarantee that it will remain fully frozen throughout the entire shipping process. We ask customers to be aware of the following:

Risk of Defrosting: Frozen items may partially or fully thaw during shipping, especially if there are unexpected delays.
No Liability for Defrosting: We cannot accept responsibility for products that arrive defrosted due to factors such as shipping delays, high temperatures, or if the package is left unattended.
5.We encourage you to track your order and make arrangements to receive it as soon as it arrives to ensure the best possible condition of your frozen goods.

Receiving the Package: Please ensure someone is available to receive the package at the delivery address. This helps minimize the time the items spend in a non-frozen state.
Storage Upon Arrival: We recommend that you refrigerate or refreeze the items as soon as they are delivered.
6. Refunds and Replacements If you believe there was an issue with the packaging or a problem unrelated to defrosting, please contact us within 24 hours of receiving your order. We will review each case individually.
7. Changes to These Terms We reserve the right to update or modify these terms and conditions as needed. Any changes will be posted on our website, and customers are encouraged to review them before making a purchase.

By placing an order for frozen reptile food, you acknowledge and agree to these terms. If you have any questions or concerns, please feel free to reach out to us at Sales@phoenix.co.uk