Terms & Conditions

Prices

The prices advertised on our website and any other literature are correct at the time of publishing but are subject to change. If any price change occurs before or after you have placed an order with us you will still only pay the price applicable to when the order was initially placed, and not therefore be expected to pay the altered increased or decreased amount.

All of our prices advertised include VAT at the standard rate.

If we do not have the product (or tortoise) you require in stock and cannot obtain it for you within a reasonable time frame then we will contact you (usually within two working days ) to notify you of this. A similar product (or tortoise) may be offered to you. It is your right to accept or decline this offer. No monies will be taken from your chosen credit or debit card until we have contacted you and you are entirely satisfied with the choice of your product (or tortoise).

Delivery charges & delivery procedure

On receipt of any Tortoise order we will contact you (usually within 2 working days) to arrange a suitable delivery day. We will not try to deliver any tortoise without arranging a suitable and pre-arranged date.

We usually try to dispatch all other orders within 7 working days, unless you specify otherwise.

Our usual delivery days are Tuesdays, Wednesdays, &Thursday .

We have a standard set charge of £20 for all tortoise orders.

For example you may order x2 tortoises, x1 indoor starter kit and x1 outdoor pen and the total delivery charge will still only be £20.

For all smaller items which can be sent through the post the £20 fee would not apply but instead the postage and packing costs would be advertised next to the relevant product accordingly. In some cases this may be free of charge.

For items delivered by Royal Mail please allow upto 14 workings for delivery.

All delivery costs are also inclusive of VAT at the standard rate.

Live animals are packed and transported in accordance with UK laws, and approved by our environmental health's pet shop licensing body.

Deliveries outside of the East Yorkshire area are undertaken by  TNT overnight courier service.TNT are currently the only courier with the Licence to carry tortoises . 

You may come and collect the tortoise from our office address ( contact us page) please just call first to make an appointment 01482 222214

We can only deliver livestock to the U.K mainland and northern Ireland

Free of charge delivery exclusions inc Scottish Highlands , Channel Isles , Isle of Man, Isle of Scilly,Isle of Wight, Outer Hebrides, Shetland Isles, Orkney Isle,Northern Ireland, Aberdeenshire.Please contact us on 01482 222214 for delivery costs*

No live stock orders will be taken from customers outside of the UK.

N.Ireland customers may have to pay a premium on their delivery costs and as such are advised to contact us before placing an order.

Guarantees, Refunds & Returns

We will send the goods ordered by you, the customer, to the address you supply. You are expected to receive the goods so that they do no deteriorate. Loss or damage caused by a delay that you are responsible for will be at your risk and cost. We also accept that you will receive the goods as arranged and not break the trust we place in you by failing to make arrangements.

Important : please check for any loss or damage on arrival in the presence of the delivery driver.

Anything found to be unsatisfactory on arrival, must be stated clearly, & signed for, on the driver's delivery notes. This should then be reported back to us ASAP. Exchanges or credit notes can then be issued. 

All livestock is guaranteed to reach you alive and in good health.

We guarantee our tortoises against death from any disease or illness within a 12 month period, providing you have cared for the animal appropriately with regard to it's environment, food & water requirements.

If you are unfortunate enough to have a tortoise die within 12 months of purchase then we will replace it free of charge providing you have a written veterinary report explaining the cause of death and proof that it was kept and cared for in an appropriate manner.

The 7 day cooling off period.

In accordance with the distance selling law you have a 7 day cooling off period in which you have the right to cancel your purchase and receive a refund for the prodcuts excluding any postage or delivery costs.We will refund the payment back to your chosen payment method within 30 days of cancellation .The goods must be returned to us in the same condtion as you recieved them.

Please be aware we will not refund your return postage costs.Return cost of a tortoise is charged at £25.00,return cost of a bulky item is charged at £15.00

Should you wich to cancel your purchase within the 7 day cooling off period please contact us on info@thetortoiseshop.com with your name , address and order number.

NB. None of the above terms and conditions affect your statutory rights.

We can be contacted via email to info@thetortoiseshop.com, by phone on 01482 22 22 14, or via letter to our head office:

The Tortoise Shop
Administration Dept.
Upper Floor
unit 16H, Lake Enterprise Business Park
Bergen Way
Hull
HU7 0YQ

Please note that the above address is an administrative office only. No tortoises are kept on the premises. The office is closed to visitors, unless with a pre-arranged appointment.

 

DEFRA Changes as of 01.11.10

Animal Health , have changed the licensing poilcy to the following :

The new tortoise owner will now only receive the licence number and not the original licence, this will be returned to Animal Health(DEFRA) by ourselves.

When you the customer want to change the licence into your name and address please contact DEFRA with the licence number provided .  

Privacy and Security

All Online shopping should be done in complete confidence. Here at The Tortoise Shop all personal information is transferred from our website into a secure database. The secure software fully encrypts your personal information including your credit/debit card details, name and address, your details will not be shared with anyone else.We will email you occasionally, you do have the opportunity to un-subscribe. Should you register for or be opted in to receive promotional news and announcements you can unsubscribe at any time by clicking the link at the bottom of the email.