Shipping Policy

• The Terms and Conditions of sale, including shipping and liability details, are accessible via links in the footnote of all the website's pages and during the checkout process.
• We ONLY offer shipping within the UK.
• You must ensure that you provide the correct delivery address and details.
• Shipping schedules may be adjusted, and deliveries postponed during postal strikes, public holidays, or extreme weather conditions that could compromise the welfare of the livestock. We will keep you informed of any such delays as they arise and will reschedule delivery once postal operations resume or weather conditions improve.

• Orders are shipped Mondays and Wednesdays.
• The cut-off time for orders to be shipped is 10:00 PM on Sunday. If you order past the 10:00 PM cut off your order will be scheduled for dispatch the following week.
• Livestock orders to the UK will be shipped by your choice using either: Royal Mail Tracked 24® (for parcels) or Royal Mail Special Delivery Guaranteed by 1pm®.
• Egg orders will be shipped with: Royal Mail Tracked 24® (for large letters)
• More details on these shipping methods can be found below.

• The cost of this shipping service is £6 and selectable at checkout.
• Livestock shipped via this service is at the buyer's own risk and does not qualify for our live arrival guarantee (LAG).

• The cost of this shipping service is £11 and selectable at checkout.
• This service requires a signature upon delivery. Therefore, there must be someone home to receive and sign for the order.
• Livestock shipped via this service qualifies for our live arrival guarantee (LAG). More details on this can be found in the relevant section below.

• The cost of this shipping service is £4 and selectable at checkout.
• This option is selectable for egg orders only.

• For livestock shipped with Royal Mail Special Delivery Guaranteed by 1pm® we will guarantee live arrival.
• We take every care to select healthy specimens and ensure they are packed with the utmost care to survive the journey. However, in the unfortunate and unlikely event that an animal is deceased on arrival you must contact us immediately at info@xoticbugs.com. We will require photographic/video evidence for our records.
• If an animal arrives DOA (Dead on Arrival), we will issue a refund for the value of the deceased stock, provided that proof of death is submitted within 3 hours of delivery. Claims for dead, dying, or injured stock will only be considered if reported to us within this 3-hour window, accompanied by photographic or video evidence. We are not responsible for the animal’s condition after it has been in your care for more than 3 hours. Therefore, after this period, all claims are considered void.
• The shipping cost is not included in the refund, as we have no control over the livestock once it is with the delivery partner.
• Alternatively, if stock availability permits and upon your request, we can arrange for replacement animals. Please note that this will incur an additional postal fee (dependent on the service).
• The LAG will be void if the parcel is not delivered directly to the recipient. This includes, but is not limited to, situations where delivery is missed, rescheduled, refused, or if the delivery address or details are incorrect. Extended transit times in these cases may compromise the welfare of the live animals.
  

• Xoticbugs ships exclusively within the UK. Orders placed from outside the UK will be refunded. Please refrain from placing orders if you are located outside the UK.

• The store will close around the Christmas/New Year period due to Royal Mail’s holiday closures. Details of the closure will be posted on the website homepage.
• When temperatures are below 8°C, a 24-hour heat pack will be automatically included at cost.
• The store will remain open until the final recommended Christmas order date provided by Royal Mail. However, we reserve the right to close earlier if anticipated delays may impact delivery times, and therefore the welfare of livestock.
  

If you have questions about your shipment or need assistance, please email us at info@xoticbugs.com. Include your order number for faster support.