Terms and Conditions

 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).

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

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

Our usual delivery days are Tuesdays, Wednesdays & Thursdays.

We have a standard set charge of £20 for all livestock orders and/or orders containing large bulky items. 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.

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. Most deliveries outside of the East Yorkshire area are undertaken by an overnight courier service.

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.

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 1 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 1 month 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.

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.