Delivery Information

WE CAN NO LONGER OFFER DELIVERY FOR TORTOISES. PLEASE SEE COLLECTION INFORMATION IF YOU ARE LOOKING FOR A TORTOISE OR CONTINUE ON TO VIEW DELIVERY INFORMATION FOR PRODUCTS SOLD WITHOUT THE INCLUSION OF A TORTOISE

Non Tortoise deliveries

We aim to post smaller items through Royal Mail every Friday, please allow up to 14 working days if your package does not arrive right away.

Orders under £25 incur a post and packing fee of £4.99

For large items such as Indoor housing & outdoor housing the delivery charge is £10.95 *

This fee is on a two parcel basis, if you order multiple housing, you may be charged additional delivery fees.

We aim to dispatch housing and large items within 2-3 working days
(These items are not included within the free delivery over £25.00 offer)

*Deliveries to the following may not be possible or may incur added delivery fees: Scottish Highlands, Aberdeenshire, Isle of Wight.

Please contact us on info@thetortoiseshop.com for delivery costs

We cannot deliver to the following through our courier (only items that qualify as a small parcel with Royal Mail may be able to reach these areas);

Channel Isles, Isle of Man, Isle of Scilly, Outer Hebrides, Shetland Isles, Orkney Isle, Northern Ireland and ROI.

Safe Place

When choosing a safe place, please ensure it is easy to find, enclosed and not a bin. Orders will not be left on front doorsteps, in back gardens or in your blue bin, even upon request. This is how items go missing. Postal items will be left at your postie's discretion, but courier items will not be left without our confirmation. If you are not home and have not left a suitable safe place, a card will be left and it will be your responsibility to contact the depot to arrange redelivery or depot collection.

Missed Delivery

Items returned to sender, for any reason, are refunded minus the postal fee. This will either be the fee you paid at the checkout or the fee we paid for your "free delivery" to be re-delivered to us. Please track your orders via the APC Overnight email received on day of shipping, to avoid missed parcels. If you notice your order is coming back to us and reach out to us before it arrives, to arrange re-delivery, re-delivery will be invoiced at £6.25.

Delivery Offers

Free delivery on orders over £25.00 does not include the following:

• Tortoises
• Outdoor Housing
• Tortoise Tables
• Tortoise Packages

Bank Holidays and Christmas

Items will not be shipped over the weekend, Bank Holiday Mondays or any additional Bank Holidays.

Items will not be dispatched between Christmas and New Year. There will always be a blog available in December to highlight final delivery dates and New Year startup dates.

On receipt of any Tortoise order we will contact you via email to arrange the delivery. This is usually within 2 working days, however, it can sometimes take a little longer during busy periods, or if there is a queueing system in place. Please ensure a valid email address is included on your order. It is important to check your spam after ordering, as our emails can sometimes end up in the Spam folder. This is easily avoided by adding info@thetortoiseshop.com to your contacts.

Tortoise Delivery

The tortoise and any housing ordered will be delivered by Walkers Transport. Walkers collect the livestock from our premises on a Wednesday and will deliver to you on the Thursday. Please be aware that the delivery is an all day call. (please bear in mind that we have had deliveries take place as early as 4am and as late as 11pm)

By purchasing a tortoise and booking a delivery, you agree to be at the delivery address all day (a friend or family member must be present if you need to "pop out"). Delivery addresses can be changed or amended before booking, if there is no way of being at the original address all day. As this delivery can take place outside of working hours, we will not deliver to a work address.

The delivery date must be arranged with us before 10:30am on a Tuesday in order to receive a delivery within the same week. We will never send a tortoise without speaking to you, the customer, beforehand to arrange the delivery.

Some Thursdays may be unavailable. Please always try to book a week in advance of the date you require, to avoid disappointment. Do not book time off work without confirmation of your delivery date.

Delivery to England and Wales is £55.00, and delivery to Scotland* is £60.00.

The delivery fee is added to your order at the checkout.

We can NOT deliver tortoises to Northern Ireland, Republic of Ireland or any of the UK's surrounding islands.

You are responsible for providing us with the correct delivery address. Walkers' booking system is filled out manually from the invoice produced after you fill out your order form and complete your purchase. You must check for discrepancies prior to booking a delivery date, otherwise it may be missed by ourselves.

Over the Winter period, deliveries can be cancelled at any time in any part of the country due to bad/extreme weather.

We will not book Scotland postcodes for the last delivery date of the year (Thursday 16th December)

*Deliveries involving UK Postcodes beginning with AB, DD, IV, KY, PA and PH may incur additional delivery fees, these will be added at the checkout. These postcodes may take 48 hours to deliver, with some tortoises arriving on a Friday, following booking a Thursday delivery date. If you are in any of these postcodes, please ensure you are available for both days.

In adverse weather conditions, we may cancel your delivery until such time that it is safe for the tortoise to travel (we will always try to notify you of this decision right away).

We cannot deliver tortoises to the following UK Postcodes;

All BT, IM, KW, ZE and HS

IV20-IV28

IV40-IV99

PA20-PA49

PH30-PH50

PO30-PO41