| Shipping Shipping charges are automatically calculated by weight and will be displayed on the order form before
you confirm your order.
The weight shown on the order form is a notional figure used to calculate the cost of delivery
and packaging costs and may be more than the actual weight of your package. When placing orders please be aware that if
you choose "Next working day", "Next working day before Noon" or "Saturday before Noon" or if the order weight is showing more than 2 kg then some one will need to be there to sign
for the order on arrival.
Should you ask for an item to be left unatended eg "Left on a doorstep" if you are not in then this is at your own risk and should that item go missing or perish due to extremes of weather (too hot or too cold) then we will not send a replacement.
Although we will instruct our couriers to leave parcels if requested please be aware that we can not guarantee that they will be left and WILL NOT replace any orders that are delayed and have perished due to not being left when no one is there to receive the goods
We will inform you by email when your order is despatched and when you may expect delivery. If you have ordered frozen or other perishable goods you will be liable for any losses if your order is delayed
due to there being no one available to sign for your order on arrival.
"Before Noon" applies to Royal Mail Special Delivery before Noon areas only.
"Before Noon (next day) courier" orders must be placed before 3.00pm
and "Saturday before Noon" orders must be placed before 11.00am otherwise they will be despatched the following working day.
In all cases despatch is dependant upon us having the items in stock.
If though no fault of our own the courier fails to deliver by the deadline paid for we will refund the difference between that delivery method and the service received, e.g. if you paid for before noon delivery and your parcel did not arrive until after 12.00 then we will refund the difference between the "Before noon Courier" option and the "Next Working Day" option. If the "Next working day" option is the cheapest option available at the checkout for the goods you have ordered and it is delayed through no fault of our own then there will be no refund for the cost of delivery.
If you are not in and you do not ask for your order to be left then the courier will return the item to the depot. If you do not wish to collect the item from the couriers depot then they will attempt a second delivery free of charge. If you are still not in to accept the item on the second delivery attempt then any further delivery attempts by the courier will incur a £5.00 charge. If you have not arranged re-delivery or collected the parcel within 5 days of the original delivery date then the item will be returned to us by the couriers at your expense, usually £8.00 but will be more for heavier parcels.
Frozen Foods
Frozen food items are NOT covered by our 7 day returns policy
We will not replace any items that have thawed during transit if you have not ordered SUFFICIENT** quantities
We will not replace any frozen rodent orders delayed in the post unless you select "Next Day Before Noon or Special Delivery" as the delivery method.
You will be liable for any losses if your order is delayed due to there being no one available to sign for your order on arrival.
If you do not live in the English Mainland then ALL frozen food orders are at your own risk! unfortunately we can no longer take the risk in delivering frozen rodents to Scotland as we have had too many arrive later than they should resulting in us having to send replacements.
We can not despatch frozen rodents to countries outside the UK. at all
To ensure your goods arrive frozen you must select Special Delivery or Next Day Before Noon* and order SUFFICIENT** quantities
*Please check with Royal Mail first for availability of before 12.00 noon deliveries if you live in one of the more remote areas of the uk
**The amount you need to order to remain frozen will depend on the average ambient temperature, but as a guide it would be at least 200 large mice or 30 medium rats. Of course if you intend to feed these items as soon as they arrive and only wish to order small amounts then it will not matter if they are defrosted apon arrival. Tip! ... To help keep small quantities frozen you could add frozen chicks to your order as these are relatively cheap (although this will also add more to the delivery costs)
1st Class post
Please note if you select this as the delivery method be aware that although Royal Mail endevour to deliver all 1st class items the next day this is not a guaranteed service and in our experience they achieve around 95% next day with the remaining 5% usually taking from 2 - 4 days to arrive although we have had cases where the delay has been longer. Do not select this method if your order value is over £25.00 as this is the maximum compensation value (should your items become lost or damaged) for items sent by 1st Class post
Royal Mail Special delivery
This is a gauranteed next day (usually morning) delivery to virtually all of the UK but is dependant upon us having the items in stock, please check with Royal Mail if you live in a very remote part of the country or one of the off shore isles. The parcel can be tracked throughout its journey and is signed for on delivery. Orders sent with this method have a maximum compensation level of £250 should your items become lost or damaged
Next working day courier
This is a gauranteed next day (usually between 8.00am and 3.00pm but could be from 7.00am to 7.00pm) delivery to virtually all of the UK by City Link, please check with City Link if you live in a very remote part of the country or one of the off shore isles. All orders placed before 3.00pm Monday to Thursday will be despatched that day and orders placed after 3.00pm Thursday will be despatched Monday for next day delivery but is dependant upon us having the items in stock, "Next Day" is the type of delivery and means your order will be delivered the day after we despatch it. The parcel can be tracked throughout its journey and is signed for on delivery. Orders sent with this method have a maximum compensation level of the total order value should your items become lost or damaged
Before Noon (next day) courier
This is a gauranteed next day before noon delivery to virtually all of the UK by City Link, please check with City Link if you live in a very remote part of the country or one of the off shore isles. All orders placed before 3.00pm Monday to Thursday will be despatched that day and orders placed after 3.00pm Thursday will be despatched monday for next day delivery but is dependant upon us having the items in stock, "Next Day" is the type of delivery and means your order will be delivered the day after we despatch it. Please note that if City Link fail to deliver before noon we can only refund the difference between the cost of before noon and next day delivery. The parcel can be tracked throughout its journey and is signed for on delivery. Orders sent with this method have a maximum compensation level of the total order value should your items become lost or damaged
Saturday before Noon courier
This is a gauranteed Saturday before noon delivery to virtually all of the UK by City Link, please check with City Link if you live in a very remote part of the country or one of the off shore isles.This is for deliveries on Saturday morning and your order needs to be placed before 11.00am on Friday but is dependant upon us having the items in stock. "Saturday before Noon" is the type of delivery and means your order will be delivered the Saturday after we despatch it. If for any reason we can not despatch on Friday we will contact you and make other arrangments refunding the extra cost of a Saturday delivery if you arrange an alternative day. Please note that if City Link fail to deliver before noon on Saturday we can only refund the difference between the cost of Saturday before Noon and next day delivery.The parcel can be tracked throughout its journey and is signed for on delivery. Orders sent with this method have a maximum compensation level of the total order value should your items become lost or damaged
Overseas Orders
Could we please remind customers that they need to check their national regulations on the import of live insects before they order so they can have permits and customs papers (if required) ready, failure to do so may result in your package being delayed.
Delivery instructions
Although we will always try to adhere to notes placed in the delivery comments section of the order form we can not guarantee to despatch an order on a given date specified in the comments section. If you require an order delivered on a specific future date it is always better to order after 3.00pm the day before you require despatch.
We can not leave instructions for Royal Mail to leave a parcel if you are not in although this can be done for orders sent by courier.
Returns
Our Returns Policy is simple Within 7 days of receipt of your order, you may return any merchandise (except Frozen food or light bulbs as the filaments in these become fragile after use) purchased from us
that is in new condition including the original packaging, for a full refund of the original purchase price of that item.
You may do that by either bringing the item to our office location with
a proof of purchase, or by shipping it back to our office location with your details eg. invoice number, order number and date of order.
Please send returns to:
Returns Dept.
Livefood UK.
The Acres, Gills Lane
Rooks Bridge
Somerset, BS26 2TZ. |
