Live animal deliveries
Preamble:
If the delivery of invertebrates can be done by carrier at home (via France Express) or at a collection point (Chronopost or Bpost relay for example), the delivery of live reptiles and amphibians is however highly regulated. Only one company is approved for such deliveries in France (we generally deliver all the animals ourselves in Belgium and Luxembourg). This French monopoly allows this company to be inflexible on the conditions it imposes on the customers it will deliver. Thus, it is unfortunately IMPOSSIBLE:
* to choose a TIME SLOT for the delivery which will be between 8:00 a.m. and 6:30 p.m.
* to deliver live animals on Monday, Friday, Saturday or Sunday or the day before a public holiday
* to indicate several delivery addresses, for example one if the delivery is scheduled for the morning and the other for the afternoon
* that the DELIVERY PERSON DOES NOT TELEPHONE shortly before his visit to the address indicated
* that the parcel be DEPOSITED at the delivery address even in the event of absence (mandatory signature in exchange for the parcel)
* to deliver without having obtained the written agreement of the recipient regarding the delivery date.
* to leave on the door of the delivery address a written instruction that the deliverer should follow in case of absence.
Sometimes, these constraints do not allow easy reception at the homes of customers who are often detained at their workplaces. We therefore propose to our customers to study some alternatives:
* delivery to the workplace
* a delivery to a neighbour, a family member, a retired friend,... who will be present at his home from 8:00 a.m. to 6:30 p.m.
Taking a day off to be at home could be a solution, but in this case, you should know that around 10% of scheduled deliveries are canceled by the carrier for reasons such as the impossibility of delivery:
* because the parcel was delayed during its transit through the carrier's network and missed a "correspondence" between two sorting sites.
*because the weather conditions prohibit it
* because social movements are underway
* because a control, traffic jams, works/diversions,... require the delivery person to be delayed long enough to shorten/modify his delivery round.
Shipping costs
Shipments of live animals are only possible in Belgium, Luxembourg and France (except Corsica).
Shipping costs depend on the total mass of your package and in some cases, your delivery address. Therefore, to know the shipping cost of your order, you must first create an account on our store, connect to it and then place items in your basket. Since your account is linked to an address, our system will automatically display the shipping costs for the items in your basket. These costs range from €14 for invertebrates to €69 for reptiles and amphibians. We do not mark up on shipping costs, this amount is fully collected by the approved carrier who has the monopoly on the delivery of live animals.
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 parcel is between €3.5 and €12, this amount is automatically included in the final cost of delivery costs or deposits at the parcel collection point.
Delivery times:
Transporting live animals (excluding invertebrates) is subject to very strict regulations. Delivery of special packages containing live animals can only be made on Thursdays for customers in a large half of southern France and on Tuesdays, Wednesdays or Thursdays for other customers. For Belgium and Luxembourg, the delivery day is generally Wednesday or a weekend day.
However, in the event of weather conditions that are too cold or too hot, strikes, public holidays, etc., the carrier is prohibited from circulating and he sometimes only warns us the day before the delivery initially planned!
A live animal transits well in less than 24 hours in its package but as we do not keep the animals we sell at home, to this period we must add the time that our suppliers will take to deliver to us and the time necessary for the next day delivery for your area arrives. On average, 2 to 14 working days pass between a customer's order and the delivery of their animal.
A possible delay in delivery does not entitle HobbyReptiles to damages.
Before delivery of the live animals ordered
When a customer places an order for one or more live animals, we must start by ensuring the availability of these animals from our suppliers.
We maintain virtually no animals on our own operating sites. The repatriation of the animals ordered from the premises of the breeders / suppliers and the preparation of the packages for their shipments generally takes between 1 and 10 days (without firm commitment on these deadlines given as an indication).
When we have been able to organize the reservation and plan the repatriation of the animals ordered, either we contact the customer to offer him a delivery date for his package when his order includes a reptile and/or an amphibian, or we impose a delivery date on him. in Pick-up point. Animal deliveries are only possible in FRANCE on Tuesdays, Wednesdays or Thursdays at the customer's premises, but only on Thursdays for a large southern half of France. For Belgium, Wednesday is the usual delivery day but some weekend days are sometimes offered. No delivery is possible outside of these days.
Live animal transporters do not deliver during periods of extreme cold, frost, heat waves, strikes, Mondays, Fridays and weeks when Tuesday, Wednesday and/or Thursday are public holidays, etc. The transporters themselves define the days of restrictions according to their own criteria. Hobbyreptiles has no influence on the dates of application of restriction days. In these cases of temporary impossibilities of deliveries independent of our will, the customer cannot ask for any compensation other than the reimbursement of his order.
The day before the day of delivery to the customer
The animals are left with the carrier the day before delivery to the customer, no later than 4:00 p.m. Once the package is taken care of by the carrier, it is no longer possible to cancel the shipment.
The packages are adapted to the animal species you have ordered, they are insulated and are often heated to maintain at least 20°C during transport. The heater has an operating time of approximately 48 hours. The animals therefore transit under appropriate conditions (temperature, handling of the package, time limits, etc.) as defined by European legislation.
However, a weather report and a list of traffic bans for live animal carriers is broadcast every morning around 11:00 a.m. It regularly happens that a scheduled departure is canceled a few hours before the carrier picks up! We must then contact our customer and schedule another delivery date. The bans for the days to come are not foreseeable and are only announced each morning on the days of departure of the parcels.
The day of delivery of the package to the customer
We only ship live animals by "express". This means that the animals transit less than 24 hours. The delivery takes place between 8:00 a.m. and 6:00 p.m. without further precision as to the exact time of the passage.
For deliveries to a pick-up point, an online follow-up will be sent to you by email indicating the address of the pick-up point and informing you of the geographical position of your package. You will receive notifications by email and/or sms when your package is available at the Pick-up Point.
For home deliveries, the driver does not telephone the customer, does not send a message, does not notify shortly before his passage, there is no geographical tracking of the package... a presence at the address of delivery is essential between 8:00 a.m. and 6:00 p.m. as long as the package is not delivered.
In the event of an incorrect address provided by the customer, absence at the delivery address, incorrect telephone number or absence of response in the event of a call from the delivery person, refusal of the package for a reason deemed abusive, etc. the return costs will be borne by the customer. In the event that the animal cannot be returned to our warehouses, in the event that the animal dies or is in poor condition following the additional delay caused by the return of the package, the customer will lose the entire amount of his order. and cannot claim any refund.
In the event that the package cannot be delivered due to a reason for which the customer is responsible, the carrier may drop off your animal in one of these warehouses "close" to the delivery address. The package is then considered delivered and disengages the responsibility of HobbyReptiles.com. It will be the responsibility of the customer to go by his own means to this warehouse, during opening hours, to pick up his order regardless of the distance or the availability of the customer.
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.
Guarantees on live invertebrates delivered to a "pickup point"
100% money back guarantee, animal + delivery costs, in the event of death during the 24 hours following arrival at the "Pickup point"
Guarantee of reimbursement of the price of the animal excluding delivery costs, in the event of death during the 72 hours following arrival at the "Pickup point"
Please note: it is the time of arrival of your package at the "Pickup point" that refers and not the time at which the customer was able to take possession of his package at the "Pickup point" !
Guarantees on live invertebrates delivered to your home
100% money back guarantee, animal + delivery costs, in the event of death within 24 hours of delivery
Guarantee of reimbursement of the price of the animal excluding delivery costs, in the event of death during the 72 hours following delivery
Attention: it is the time of the signature of the recipient attesting to the delivery which refers
The delivery of an animal still alive at the time of receipt is guaranteed by a full refund of the price of the animal + the transport costs if all the animals in the order are delivered dead.
It is forbidden to refuse a delivery containing at least 1 live animal or intact equipment under penalty of return costs to be paid by the customer or the loss of the activation of the guarantee!
If, for example, 1 of the 2 animals ordered is delivered dead, accept the delivery and follow the guarantee procedure by writing to us.
To benefit from the guarantee, send an email to sav@hobbyreptiles.com:
the subject of the message must be the reference of your order composed of 9 capital letters (see in your customer account)
write a message describing the problem in good time after receiving the animal
a photo of the dead animal leaving no doubt about its condition must be attached to the email
Are NOT guaranteed:
Passed the period of 78 hours after receipt, animals dead, sick or described as such, injuries or other defects.
Any veterinary costs incurred by the customer could not give right to any participation in these costs by Hobbyreptiles.com.
Animals delivered dead if the deliverer found the door closed when he arrived at the delivery address, on the agreed delivery day between 8:00 a.m. and 6:30 p.m.
Animals delivered dead if the customer has not visited the Collection Point within 24 hours after the parcel has arrived at this address.
The sexing of animals is not guaranteed but the probability of making a sexing error is very small.
Findings that do not involve the health of the animal delivered (animal deemed too small, not colorful enough, not easy enough to handle,) are not valid grounds for refusal of delivery or compensation.
Delivery charges are not refunded if at least one animal or item is accepted on delivery.
The right of withdrawal does not apply to animal constituents of live food.
HobbyReptiles.com is relieved of its duty to deliver in case of force majeure such as war, riot, fire, strikes, accidents, state of natural disaster, impossibility of supply from a supplier and the prohibition of movement of the approved carrier for climatic or social reasons.
OUTSIDE THE WARRANTY PERIOD OF 78 HOURS ON LIVE ANIMALS, IT IS THEREFORE NO NEED TO ASK US TO REPORT THE DEATH OF YOUR ANIMAL: WE WILL NOT INTERVENE.
Picking point adress and delivery zones
All items present in the "Animals" and "Food"/"Live" sections of our online store are considered to be live animals.
We ship live animals by approved carrier only in mainland France (not in Corsica or in the DOM TOM) in Luxembourg and Belgium.
Shipping costs depend on the total mass of your package and in some cases, your delivery address. Therefore, to know the shipping cost of your order, you must first create an account on our store, connect to it and then place items in your basket. Since your account is linked to an address, our system will automatically display the shipping costs for the items in your basket.
Tracking number
Once the status of your order indicates "Shipped via express carrier" or "Shipped", the package is well taken care of by the carrier and will be delivered the next day between 8:00 a.m. and 6:00 p.m. You will receive by email and/or SMS, the reference number of your shipment generated by the carrier.
There is no real-time tracking for packages delivered to your home, but this tracking does exist for deliveries to pick-up points.