Deliveries and returns (excluding live animals)

Delivery areas


We ship orders worldwide (except for live animals). Initially, depending on the choice made by the customer, the packages are handled by a private carrier either by the Belgian or French postal services. Once arrived in the country of destination, the postal service of this country takes over. An online tracking number is available upon request for all orders.


HobbyReptiles.com takes care of completing all the necessary documents for the possible customs clearance. These documents are placed in sufficient numbers on the package, protected in a transparent envelope specifically adapted for this purpose. Any additional customs fees are the responsibility of the customer. It is impossible for us to take note of the specific procedures for each country regarding possible customs fees. The price that the customer pays for the sending of his order includes only the delivery, the packaging and the provision of customs documents in good and due form.




Delivery times


For orders placed and paid for where all items are in stock in our warehouses, packages are generally sent the same day or the next day (without firm commitment on these deadlines given for information only), i.e. within 24 to 48 hours on working days. (from Monday to Friday). It remains to add the delivery time used by the postal service of your country of residence. These deadlines are valid for Belgium or France only. For other countries, the delays depend on the destination and the shipping method.


Parcels containing items that are not in stock with us but with our suppliers are generally dispatched within 1 to 15 working days after receipt of your payment (without firm commitment on these deadlines given as an indication). For packages of items that are neither in stock with us nor with our suppliers (out of stock), we cannot define well-defined delivery times. However, restocking usually takes 1-3 weeks.


A possible delay in delivery does not entitle HobbyReptiles to damages.




Tracking number


Once your order status shows "Shipped", your package should arrive at your location no later than 2-3 business days (Saturday and Sunday are not considered business days). After this period of 3 working days after changing to "Shipped" status; if you have not been delivered, please contact sav@hobbyreptiles.com to receive your tracking number and information about the delivery of your package. We do not provide a tracking number before this 3 business day period.

Shipping methods


The standard shipping methods for France are followed Colissimo and So Collisimo, (delivered without signature) or, if the customer chooses, a private carrier. For Belgium, the Bpack 24h with online tracking is generally used. If you want a delivery with signature, an additional cost applies, please contact us. Other shipping methods such as MAX Letters or similar types of envelopes with online tracking for sending small items are systematically used if all the items in the order fit into this type of envelope. Whatever the shipping method chosen, if a technical device exists, we will provide you on request with a link that will allow you to track the delivery of your package online.




Shipping costs


Shipping costs include packaging, handling and postage. They may contain a fixed part and a variable part depending on the price or weight of your order. We advise you to group your purchases into a single order. We cannot combine two separate orders without prior request from you and you will then have to pay the shipping costs for each of them.


The animals travel in an insulated package equipped, if necessary, with a heater or an ice pack that will maintain an adequate temperature during transport for more than 24 hours. The value of an insulated package is between €3.5 and €6, this amount is automatically included in the final cost of delivery costs or deposits at the package collection point.




Possible problems encountered during shipping/receiving


It is understood that the goods always travel at the risk and peril of the recipient. This means that in the event of a problem during transport/sending, Hobbyreptiles.com will only be able to compensate you on the sole condition of having been compensated beforehand by the carrier responsible for the problem.


In the event of an incorrect address, the return costs will be borne by the customer.
HobbyReptiles is released from its obligation to deliver in the event of force majeure such as war, riot, fire, strikes, accidents, the state of natural disaster and the impossibility of supply from a supplier .


The customer is required to check the good condition of the contents of his package upon receipt otherwise, in the event of a problem, we could not intervene in any way whatsoever!


If the packaging is damaged or if its contents are damaged, the package should be refused to the post office clerk. In the event that the packaging is not damaged, it is necessary to indicate on the proof of delivery: "parcel accepted subject to unpacking".


If the customer notices the breakage of an article, he must have this deterioration noted with his local post office within a maximum of 24 hours. At the same time, the customer must send his complaint to sav@hobbyreptiles.com so that it can be processed by our after-sales service.


If the Post Office refuses to return your package to us free of charge (breakage reason invalidated by the Post Office), we cannot intervene to compensate you! Indeed, when sending, only the carrier is responsible for damage to the package and its contents. In the event of a complaint procedure accepted by the carrier, we could be compensated. In the latter case, we could therefore reship a package to you at no additional cost to you. We usually reship within 5 business days.


Under no circumstances will we reimburse the breakage caused by the carrier of your package for the following items: bulbs / lamps / glass tubes or other similar systems emitting light, UV rays, heat, shelters, hiding places, decoration ,... or any article made of resin, plaster, plexiglass or ceramic.


If your package is lost by the carrier, your order will be reshipped free of charge. To do this, send an email to sav@hobbyreptiles.com indicating your order number and indicating an abnormal delivery time (more than 3 working days after the change to "Shipped" status in the tracking of your order). No compensation from HobbyReptiles.com can be claimed for a problem for which the carrier is responsible.


An order marked "delivered" in the online tracking of your package is considered closed at HobbyReptiles.com. Any claim for theft or non-receipt of this package despite the indications of online tracking should be addressed to the postal service or private carrier who claims to have delivered or dropped off the order at the delivery address.

Returns conditions


You have a period of 15 calendar days after receipt of your order to return items to us. This is called the right of withdrawal. There are no additional costs, except for the transport costs at your expense to return the product to us which is not suitable. Please send an email to sav@hobbyreptiles.com to obtain the address to indicate for the return of the package (this address is located in Belgium). For faster processing, please attach a copy of your invoice to the return package.


Upon receipt of the package and verification of it, only items that have arrived intact are eligible, we will refund the products in their entirety by the payment method you used when ordering.


Warning: the product must be like new (no trace of use) and in its original undamaged packaging! If this is not the case, we will only be able to refund up to 50% of the sale price.


The refund is made within 31 calendar days after receipt of your package, by Paypal or by bank transfer. No reimbursement of shipping costs, total or partial, is possible.


The right of withdrawal does not apply to animals, as they are considered by law to be "perishable goods".


Guarantee


1) The following are not covered by a guarantee beyond delivery in good working order:


* perishable goods (those on which expiry dates are written);


* live animals, including insects;


* consumables such as bulbs, neon tubes, spotlights, chemical heaters, substrates...;


* damaged equipment due to misuse, negligence, accident,... occurring after delivery;


* equipment that does not include any electronic element such as analog thermometers / hygrometers, sockets, supports, furniture, terrariums, boxes, books, decorative elements, etc.


* any merchandise not included in the "Warranty 2)" section


2) Are covered by a one-year warranty:


* electronic equipment


* the material indicating a warranty period on its packaging (the warranty period indicated on the packaging acting as function)