Operations Update - 3rd of September
There's a lot of disruption in the wider market right now, causing widespread chaos and shortages. Unfortunately, we are not immune to this.
However, we do ship 99.9% of all of our own orders, and use multiple suppliers for live foods, including some local producers. Allowing us to be more agile and responsive to issues when they arise.
✅ I'm pleased to say that all live food orders placed from today, the 3rd of September, will ship on time and in line with our dispatch schedule. 😃 - This means orders placed before 1 pm will ship the next working day, and orders placed after 1pm ship within 2 working days.
❌ Frozen orders will, unfortunately, continue to see delays. We will split orders that contain frozen and live foods, sending live foods separately to avoid delaying that part of your order.
✅ Hardware, items from Habistat and Arcadia will ship without delay 😃
❌ Hardware items from ProRep, Exo-Terra, and Blue River Diets will be delayed or potentially removed and refunded from orders. 😢
Unfortunately, we have had to remove some items from stock and make some substitutions temporarily. The most popular items are isopods, curly wing flies, and fly-only fruit fly tubs. We have also removed the 250g bags of mealworms and morio worms, but we do have a good stock of the 500g bags.
🟧 Additionally, the 3 smallest sizes of silent crickets are now banded crickets. Nutritionally, there is little difference, but they will appear slightly different; we have stock, and they will ship on time.
🟧 If you have a live food subscription for any of the items removed from stock, the items on the order will not be billed. You can add to and edit the order up until 1 pm after it's billed by following the link in your confirmation email.
All of these issues have unfortunately originated from the upgrading of a back-end system at one of the UK's largest reptile wholesalers. Despite working on this for over 5 years, they have severe implementation issues. This wholesaler drops ship orders for many online companies. This continues to result in orders being delayed beyond their control, and is likely to continue well into next week, which is why we have quickly ensured we have alternative arrangements in place for many items to avoid delays where possible.
Customers who have placed orders with us this past week and had an item refunded or removed from the order will be sent a FREE shipping code once everything gets back to normal. This allows you to reorder any refunded items without incurring an additional delivery fee.
Thank you for your patience and understanding, in what has been a very challenging week