Last updated: 6 August 2026
We aim to prepare and dispatch orders as quickly and safely as possible. Shipping availability, cost and delivery times depend on the products ordered, the delivery address and the courier service available.
Available delivery or collection options and their charges are shown at checkout after the delivery address has been entered. Certain large, heavy, fragile, live or temperature-sensitive orders may require a separate shipping quotation. We will contact you if a quoted delivery charge needs to be confirmed before dispatch.
Orders are processed after payment has been confirmed and stock has been checked. Delivery estimates are guides only and may be affected by weekends, public holidays, courier delays, weather, remote-area delivery or circumstances outside our control.
Where local pickup is available at checkout, we will notify you when the order is ready. Please do not arrive to collect an order before receiving confirmation.
Live animals cannot be sent using a standard parcel courier. Live small animals are only available for Reptilia-arranged delivery to Vereeniging, Sasolburg and Vanderbijlpark where that option is offered. Customers outside these areas must arrange a suitable specialist pet courier, at their own cost, to collect from the shop. Collection and transport must be agreed with us before placing or finalising the order.
Live-animal transport may be restricted or delayed during unsuitable weather, including winter conditions, where safe transport cannot reasonably be assured.
Please add at least one ice pack to any order containing frozen mice, rats or other frozen goods. We cannot guarantee that frozen products will remain fully frozen during transit. Frozen products are not shipped to the Western Cape, Northern Cape or Eastern Cape because they may not reach the destination in an acceptable frozen condition.
Large enclosures and heavy or bulky products may not qualify for the standard checkout shipping rate. Please contact us for a delivery quotation. Some fragile items may be restricted to collection or specialist delivery.
Customers are responsible for supplying a complete and accurate delivery address and contact number. Additional costs caused by an incorrect address, an unavailable recipient or a refused delivery may be charged to the customer.
Please inspect your order as soon as it arrives. If an item is missing, incorrect or visibly damaged, contact us promptly through the Contact Us page and include your order number, a description and clear photographs of the parcel, packaging and affected item. Keep all packaging until the matter has been assessed.
We will assist with reasonable courier queries and claims, but delivery times cannot be guaranteed where delays are outside our control. Nothing in this policy limits rights that cannot lawfully be excluded under applicable South African consumer law.
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