tortoise care & delivery
By checking the terms and condition box you are agreeing that you have read and understood the required care and what equipment is needed for your tortoise.
When purchasing a tortoise it is your responsibility to you understand what care is required. Our tortoises are thoroughly checked before they are sent out. If you have any concerns or questions about your tortoise please contact us straight away before seeking advise elsewhere.
We use High Flyers as our animal courier, they will text or call you the day before your delivery with a time slot. This is your responsibility to provide us with the correct contact number. If you refuse, you do not answer or you are not at your chosen address, the courier will return the tortoise to us and you will be charged delivery. You will be charged £50 for the courier to deliver the tortoise to your chosen address, then you will be charged £50 for the courier to deliver to tortoise back to us.
Our courier can deliver on a Wednesday or Thursday this sometimes isn’t decide until that week. We advise that you are flexible with dates and times to account for changes and delays. See map below from our courier. Purple is Thursday delivery and Green is for Wednesday delivery. This is an estimate but please be aware this can change.
For tortoise deliveries we will send a care sheet, set up sheet (if needed) and if your tortoise requires an Article 10 Certificate in an envelope with your postcode on it. This will be on top of one of your parcels.
If we have delivered a tortoise and you decide that you do not want it and it has to be returned, please contact us immediately. You will still have to pay the original delivery charge as well as the collection fee.
We accept all credit and debit cards over the phone. Once the transaction is complete we delete all records of your payment method. We do not store your credit or debit card details.
While we make every effort to maintain correct prices, they do sometimes fluctuate. Should a product be incorrectly priced on the website and is chosen in your order, we will not process your order and no charge will be taken from your card until we have contacted you.
We will inform you of the revised price and leave it for you to decide whether to continue with your order.
Returns, Refunds and Exchanges Policy
How To Return An Item
Your item must be in its original unused condition to be returned, with packaging, unless there is a manufacturer fault or defect. Your must return the item within 30 days of your purchase. We do not cover return postage costs.
1. Please email firstname.lastname@example.org to request a refund.
2. Mail your returned item to:
Wilton Pet Centre
95-97 Pound Lane/Bowers Gifford
3. Include in your package a signed letter stating the reason for your return and the original receipt.
Some items cannot be returned if they are opened.
Merchandise that has been used, or altered will not be accepted for return or exchange.
We do not refund the original shipping and handling that you paid on the order. Paypal and Stripe both charge a processing transaction fee and refund fee, this will be deducted from your refund.
If your item is in like new condition, you may exchange your item for a different size or colour. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.
If a parcel is damaged on delivery from our courier then it must be refused and not accepted.
PLEASE REMEMBER TO CONTACT US IMMEDIATELY IF THERE IS A PROBLEM AND WE CAN ADVISE THE NEXT APPROPRIATE STEP