Frequently Asked Questions

Q. What happens if I am not in when the delivery arrives?
A. If you know you wont be in when you place your order, leave a signed note on your door for the driver. Please keep these instructions simple. If you want your delivery left with a neighbour, please ensure that it's no more than a couple of doors away. The courier drivers deliver to a schedule and may not have time to follow your instructions. Please do not ask them to call you as they do not carry company phone and are not obliged to use their personal phones.

Q. Will you replace or refund for any loss due to me not being home at the time of delivery?
A. If the courier attempts to deliver within the selected time structure but you wasn't home then we will not be liable for any loss

Q. What happens if my order is late?
A. Once your order has left us, it then becomes the responsibility of the courier company. On occasions their drivers are delayed because of unforeseen circumstances. Depending on the cause of the delay, we may be able to claim some or all of the postage cost back. Because your order is classed as 'perishable' if the contents soil due to a delay, unfortunately, we are un able to claim anything from the courier.

Q. What happens if my order is not frozen when it arrives?
A. Firstly, you must ensure that you open your order as soon as it has arrives, the courier time stamps the consignment so we are able to check what time the delivery was made. In certain circumstances as stated above, we are unable to replace or refund any loss. In all cases however, please contact us within 1 hour of the delivery and if the loss is our fault, we will then replace or refund depending on the situation.

Q. Do you guarantee that my order will arrive frozen?
A. We will only guarantee this if you have selected Next Day Before 12 delivery service. During the summer months, the tails of the rodent can thaw and go floppy, smaller rodents can feel slightly soft. This is perfectly normal and safe to re-freeze.

Q. What happens to my parcel if it's not delivered due to no answer at the door?
A. The courier will return the parcel to us. In this case you will be liable for the full delivery cost plus the cost of any soiled rodents or dead livefood.