Shipping policy

Shipping Policy

At Isopods.co.uk, we take great care when packing and dispatching orders. This Shipping Policy explains how we ship live goods and dry goods, including dispatch timing, weather delays, delivery services, and customer responsibilities.

Order Processing

Orders are usually processed as soon as possible after payment has been received. Processing times may vary depending on order volume, stock availability, weather conditions, public holidays, courier availability, and animal welfare considerations.

Placing an order does not guarantee same-day or next-day dispatch. We reserve the right to delay dispatch where necessary, especially for live goods.

Live Goods Shipping

Live goods include, but are not limited to, live isopods, live invertebrates, live feeder insects, and any other live livestock sold through our store.

Live goods are packed carefully to help ensure safe transport. However, because they are living animals, dispatch and delivery must be managed with animal welfare in mind.

Customers must provide accurate delivery details and should be available to receive live goods on the first delivery attempt. Live goods should be unpacked promptly after delivery and placed into suitable housing as soon as possible.

Dry Goods Shipping

Dry goods include non-live products such as substrate, leaf litter, rot wood, cork bark, cuttlebone, vents, enclosures, accessories, and other non-living supplies.

Dry goods may be dispatched in any temperature, subject to normal courier availability, stock availability, and operational delays.

Where an order contains both live goods and dry goods, we may dispatch the order together or separately depending on stock, packaging requirements, courier service, weather conditions, and animal welfare considerations.

Weather Delays for Live Goods

For animal welfare reasons, we only dispatch live goods when weather conditions are suitable. We generally do not dispatch live animals when overnight temperatures are forecast to fall below 3°C or when daytime temperatures are forecast to exceed 26°C.

We reserve the right to delay dispatch of live goods if we believe weather conditions, courier disruption, public holidays, or any other circumstances may create an increased risk to the livestock.

Any delay to dispatch made for animal welfare reasons does not cancel the order or create an automatic right to a refund. We will dispatch the live goods as soon as we consider conditions suitable.

Delivery Services

Available delivery services are shown at checkout. The services available may vary depending on the products ordered, order value, delivery location, and courier availability.

For live goods, we strongly recommend selecting Royal Mail Special Delivery. This is the only service covered by our Dead on Arrival (DOA) guarantee.

Orders shipped using any service other than Royal Mail Special Delivery are not covered by our DOA guarantee. By selecting a non-guaranteed delivery service, you accept the increased risk involved with shipping live animals.

DOA Cover

To make a DOA claim, you must follow the requirements set out in our Returns Policy, including providing clear supporting photographs within the stated time period.

DOA claims are handled under our Returns Policy. Please read our Returns Policy carefully before placing an order for live goods.

Delivery Times

Delivery times are estimates only unless a guaranteed delivery service is selected at checkout. Courier delays can occur and are outside of our control.

We are not responsible for delays caused by courier disruption, public holidays, incorrect address details, missed delivery attempts, weather conditions, customs or local delivery issues, or any other circumstances outside of our reasonable control.

Customer Delivery Responsibilities

Customers are responsible for ensuring that all delivery details are correct before placing an order. This includes the recipient name, house number, street, town or city, postcode, email address, and phone number where required.

For live goods, customers should monitor tracking information and be available to receive the parcel on the first delivery attempt.

We are not responsible for failed deliveries, delays, losses, or livestock issues caused by incorrect delivery details, missed delivery attempts, refusal of delivery, parcels being left unattended, or failure to collect or receive a parcel promptly.

Missed Deliveries and Unattended Parcels

If a delivery attempt is missed, the customer is responsible for rearranging delivery or collecting the parcel as soon as possible.

Live goods should not be left unattended, outside, in direct sunlight, in cold conditions, or in any unsuitable location for an extended period.

Any live goods affected by missed delivery attempts, delayed collection, incorrect delivery details, or parcels being left unattended may not be eligible for DOA cover.

Incorrect or Incomplete Addresses

Please check your delivery address carefully before placing an order. We are not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete address details provided by the customer.

If an order is returned to us due to an incorrect or incomplete address, missed delivery, refusal of delivery, or failure to collect, any refund or replacement will be considered at our discretion. Original shipping costs may not be refundable.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or missing items, please contact us as soon as possible at help@isopods.co.uk.

Please include your order number and clear photographs of the item, packaging, and delivery label where relevant. This helps us review the issue and resolve it as quickly as possible.

Dispatch Notifications and Tracking

Where tracking is available, tracking details will usually be provided by email or through your order confirmation once the order has been dispatched.

Customers are responsible for monitoring tracking updates after dispatch, especially for live goods.

Contact

If you have any questions about shipping, delivery, or live goods dispatch, please contact us at help@isopods.co.uk.