A Hassle-Free Experience

At All Things Tortoise, we want to make shopping at our welcoming tortoise store as enjoyable as possible. That’s why we’ve worked hard to ensure our store policies are fair, clear and transparent. You can find a full outline of our policies below. If you can’t find the information you’re looking for, get in touch. We look forward to serving you at All Things Tortoise.

Returns

All items apart from consumables (bedding, seeds, supplements, pelleted diets etc) come with a full warranty. Before making a return, please contact us to advise us of any issues.

The return address will differ depending on what you have ordered. We need to ensure you return the correct item to the correct location. Please contact us for the returns address, we are not liable if you return it to the wrong address.

Please ensure that all returned items are not used or otherwise in a state not fit for resale. Please wrap the item to ensure that the packaging is not damaged. If items are returned with damaged packaging a restocking fee may be applied. Returns postage costs are refundable if items are faulty or damaged in the post, once returned to the supplier in original packing.

Terms & Conditions at All Things Tortoise

Our Policy:

All Things Tortoise is a UK based business run by friends, we comply with UK mail order and distance selling regulations. The Distance Selling Regulations give you the right to cancel an order and return any goods that may already have been dispatched, up to 7 days from receipt. Our terms and conditions do not affect your statutory rights.

If your item does not arrive after 10 days you MUST contact us. If you contact us more than 30 days after the date of purchase we can no longer track your item and refunds will not be issued.

Pricing and Payment:

All prices are listed in GBP and payment can be made via the website using most credit/debit cards.

Orders are only dispatched once payment has cleared. Please ensure you enter your card details carefully, as incorrect details will delay payment, and in turn, your order. Customers details and payment information are kept safe and secure and not shared with any third party. In case of a pricing error you will be refunded in full. In the unlikely event that a pricing error occurs on the webshop, you will be contacted if we are unable to honour the price, and a refund given.

Measurements and Weights:

The descriptions of weighted stock (especially seeds) are as accurate as possible, however, these products are weighed and packed by hand there can sometimes be a small margin of error of ±5%.

Limitation of Liability:

All Things Tortoise will not be held liable for any loss, expenses, costs or claims as a result of use of this website or use of our products.

By buying products from this shop, you have agreed to our terms and conditions.

All edible products are shipped in either manufacturers packaging or air tight ziplock bags. It is imperative these products are stored correctly to stop any native insects such as bean weavils from entering the products, we suggest air tight glass/plastic containers that will seal the product away when not being used.

Cookies and Privacy:

In order to process your order it is essential for the shop to create cookies on your computer. These enable proper operation of the shopping cart and other areas of the shop.

Any information which is entered into the website will only be used by All Things Tortoise and the payment system of your choice. This information is collected to ensure we can fulfil your order. No information will ever be passed onto a third party.

Shipping Policy

What You Need to Know

All parcels are sent by Royal Mail 2nd class delivery or DPD parcel in 3-5 working days of receiving payment.

We offer a door to door service only. If parcels are not delivered safely on the first attempt a further attempt can be arranged or a choice to collect the parcel directly from their depot. Any parcels that are returned to us as non-collection or refused at the property will incur a standard carrier charge to be resent.

Please ensure you provide the correct address at time of ordering. Once parcels have been shipped, All Things Tortoise cannot be held responsible for items delivered to the wrong address if the incorrect or incomplete address has been provided.