Terms & Conditions
Updated 15-09-2023

1.1 Prices are subject to change without notification and are charged at the price set on the time and date of the order.

1.2 All goods remain the property of Dartfrog until all payments are made in full and are cleared by the banks.

1.3 Any cheque that has to be re-presented or is returned to us is subject to an administration charge of £15.00.

1.4 Please allow up to 21 days from the time of order for the delivery of your order. Usually it takes 1 - 3 days for us to send out orders but occasionally items listed are out of stock or we are particularly busy during certain times of the year.

1.5 All breakages or damage to goods in transit, lost or missing items or packages must be reported to Dartfrog on receipt of the order. We will not be held responsible after 24 hours of receipt of the order.

1.6 Any dry goods returned for a refund are subject to a £10 administration fee. We will only refund if the item is intact with full packaging. The refund will either be credited back to your debit/credit card, paypal account or by cheque.

1.61 Any goods ordered and paid for by credit or debit card or PayPal and then subsequently cancelled will be subject to a 5% fee as we get charged by card handlers for both taking payment and refunding the payment back to the card holder.

1.62 For plants and live foods or other perishable goods sent outside the UK we can offer no guarantees on live arrival as we have no bearing on how a package will be handled. This includes items sent via AirSure, International Tracked or courier. Where standard airmail/AirSure is used sometimes deliveries to the EU for instance can take a few weeks even though the usual delivery times are stated as 5 - 7 days by Royal Mail.

1.63 For plants and live foods sent within mainland UK we recommend using a next day service (courier or special delivery) during the colder months (November - March) especially for tropical types such as woodlice, crickets, firebrats and springtails. We also recomnend adding a heat pack for tropical live foods and plants during the colders months. We can offer no guarantee on live arrival for orders containing these items that are sent without adding a heat pack and therefore will not offer a refund or replacement.

1.7 For plants we can only guarantee arrival of healthy plants where the next day courier option or Royal Mail special delivery method is used as the Royal Mail standard postal service (including 1st class post and signed for / recorded delivery) and Hermes is unreliable and parcels can sometimes be in transit for up to 15 days even using these postal methods. We will not replace dead or damaged plants if the Royal Mail postal service is opted for. However, we reserve the right to offer a replacement plant(s) at 50% reduced cost plus the delivery cost.

1.72 For plants sent outside mainland UK we can offer no guarantees as we have no control over what duration these will be in transit and how the delivery agents will handle the package including how they are stored. Such plants damaged or dead on arrival can be re-offered at 50% our retail value plus delivery.

1.8 Livestock being collected from us will have a 48 hour guarantee. Please note we cannot guarantee amphibians that are sent by courier or by any other means. In this case we reserve the right to replace amphibians that are DOA or die within 24 hours of receipt. There will be a £10 administration charge where any amphibians are replaced FOC or where a refund is offered.
We will not deliver livestock during adverse weather conditions. We reserve the right to replace or refund any amphibians that die outside the initial 24 hour period. If granted, this again will be subject to a £10 administration charge. We will request that full delivery costs are paid by the consignee where we send out replacement amphibians.

1.81 All reptiles and amphibians sold as sexed pairs will not be 100% guaranteed as sexed pairs. Where reptiles and amphibians sold as sexed pairs subsequently turn out to be the same sex we will offer to exchange one of the specimens with the opposite sex. However we will not be responsible for any carriage fees associated with this exchange. You can return the specimen either by yourself or a reputable livestock courier or we can arrange a courier to deliver and/or collect the replacement specimen at your cost.

1.82 Any livestock denoted as 'available to order' which is ordered in for a customer and delivered to us but then subsequently cancelled by the customer before it is picked up or despatched will not be refunded until we are able to sell the ordered livestock to another customer.

1.9 The charge for non-livestock courier delivery services is subject to location, where the order is to be sent and time of expected arrival. As a guide the minimum charge is £15.00 for plants, dry goods and live foods. Saturday delivery is extra. We cannot deliver by courier on a Sunday.
The price structure for these areas not classed as mainland UK (i.e. Northern Ireland, Highlands and Islands and other islands including but not limited to the Isle of Man and the Channel Islands) is not in line with the standard mainland UK courier charges so please enquire for a courier quote before placing an order. If you select and pay for the courier option before requesting a quote we will send the order by Royal Mail standard parcel.
For further information please e-mail your requirements and we will quote you a definitive price. Normal parcel delivery will be free for any orders over £1000 (standard mainland UK only). Delivery charges for orders over £1000 requiring a courier (such as live amphibians) will be discounted by 50% (standard mainland UK only).

1.91 We reserve the right to upgrade delivery to a different delivery method if an order exceeds a certain weight or the dimensions of the box are too large for the delivery type selected.

2.0 We cannot guarantee we will send out orders that are Special Delivery or Next Day courier as soon as we receive them. Although we will endeavour to send out such orders as soon as possible, quite often we have a backlog of orders and orders are sent out on a "first received first sent out" basis regardless of delivery type selected. Selecting Special Delivery means that you will receive the order by 1pm the day after we send it not the day after the order is placed. Similarly next day or 1 - 2 day courier means that you will receive the items either next day or 1 - 2 days after we have sent the order out.

2.1 Special Delivery and Courier delivery options offer peace of mind and are insured. They offer a guaranteed arrival time once the order is sent. Orders placed by other methods are not insured and therefore we reserve the right to send replacements if lost. We will request re-payment of postage if we deem the item replaceable. In such cases we have to allow up to 15 days before a claim can be made with the post office.

2.1 We strongly recommend that amphibians are viewed before purchasing.

2.2 Collection of livestock is by appointment only, as not all listed species are maintained on the business premises. We fully encourage the collection of livestock.

2.3 We reserve the right to refuse the sale of livestock to a person(s) deemed, in our opinion, incapable of maintaining that animal in the correct environment with the correct husbandry.

2.4 We will reserve livestock for a maximum of 14 days on receipt of a 50% deposit. All deposits are non-refundable.

2.5 Payment must be made in advance unless you have a prior arrangement. Then all accounts must be settled within 7 days.

2.6 Orders sent outside the UK by standard Airmail or Surface Mail will not be eligible for replacement or refund if lost en route or confiscated by the respective countries' customs control. If you require insurance then please select the 'AirSure' or 'International Signed For' delivery options.

2.7 We accept all major credit/debit cards, cheques, cash (only valid for collection), PayPal, postal orders or payment by Bank Transfer. Any accounts not settled within 28 days may be charged interest at 5% above bank rate. Any debt outstanding will be handed to our debt collection agent.

2.71 We do not accept PayPal payments for livestock.