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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) maybe 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).

Deposits

Please note any purchase of a deposit gains you a voucher to use against a tortoise or package. This deposit/voucher is non-refundable and only redeemable on the categories Tortoises for Sale and Tortoise Packages.

Delivery charges & delivery procedure

On receipt of any Tortoise order we will contact you via telephone or email to arrange the collection or delivery (usually within 2 working days). Please ensure a valid contact number and email address is included on your order.

Collection
You may come and collect the tortoise from our office address within our opening hours (contact us page). An appointment must be made with ourselves beforehand either by phone or email.

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 (6am-10pm)


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.

Please be aware that delivery slots can fill up and become unavailable, so leaving delivery bookings until the week of preferred delivery is not always the best option.


The delivery fee is paid up front and will show on your invoice.
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. 
We can NOT deliver livestock to Northern Ireland.
No livestock orders will be taken from customers outside of the UK.


Delivery to England and Wales is £45.00, and delivery to Scotland* is £55.00.

*Deliveries involving UK Postcodes beginning with AB, IV, KW, PH, HS and ZE may take up to 48 hours to arrive from the scheduled collection date, and a further delivery charge may be required.

Non Tortoise deliveries

For items delivered by Royal Mail please allow up to 14 working days for delivery.

For items such as Indoor housing & outdoor housing the delivery charge is £10.95 *
(These items are not included within the free delivery over £25.00 offer)

Delivery Offers

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

  • Tortoises
  • Outdoor Housing
  • Tortoise Tables
  • Tortoise Packages

Deliveries to the following: 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 info@thetortoiseshop.com for delivery costs

Guarantees, Refunds and 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 not 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 the first 2 months of your (the customer) ownership, providing you have cared for the animal appropriately with regard to its environment, food & water requirements.

If you are unfortunate enough to have a tortoise die within 2 months of purchase then we will replace the tortoise free of charge (delivery fee chargeable) 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 products 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 condition as you received them, the return address is as below.

This does not include deposits or housing that has been in contact with a tortoise.

Please be aware we will not refund your return postage costs. Return cost of a tortoise is charged at £45.00, return cost of a bulky item is charged at £15.00

Should you wish 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.

Returns Policy

In the event of a product being damaged or faulty on arrival, we can refund the cost of return postage up to a maximum of £2.95 (Royal Mail Small Parcel)

Products must be returned to us before any refunds or replacements can be authorised. All products will be tested upon return.

Returns are processed and handled typically within 2 working days, but may take longer if further testing is needed to confirm the presence of a fault.

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