Thank you for considering signing up to our live food subscription service. This service has been designed with ease of use and customer convenience in mind, and as such has been kept as simple and transparent as possible.

How does it work?

• Simply add the subscription items you would like to the basket via the subscription widget on each relevant product page or our handy livefood bundle page, making sure to select how often you would like to receive the order.
• Proceed through the main checkout online, using the address you would like the orders to be sent to and the payment method you would like to use for the subscription.
• The first order will be raised as soon as it is placed, and the subscription will keep raising new orders at the interval selected.
• As a special thank you for using our subscription service, a free jelly pot will be in included in each subscription order.

What about subsequent orders?

• Orders will be raised based on the frequency selected and your last successful order date.
• Payment is only attempted when the order is raised on the day it is due.
• You will receive an 'Upcoming Order' email from us 2 days before the next order is due to be processed.
• Once the order has been raised and paid for it will be processed as normal and you will receive an order confirmation email, and later, an order tracking information email.
• Recurring subscription orders are raised in the early morning (Usually 2 AM)
• Orders are dispatched Monday-Friday (Excluding bank holidsays) with Royal Mail tracked delivery to arrive in 1-2 working days.
• Adding heavy or frozen items to a subscription order may change the courier and delivery charge.

What if I need to make changes?

• Changes can be made to the subscription at any time by accessing the subscription page through your Reptile Centre online account or via the button in your upcoming order email.
• Changes can also be made for you by our team by emailing the request to sales@reptilecentre.com from the email address associated with your account.
Please note that our team does not work 24/7, so the fastest way to make sure a change takes effect before the next order is raised is to log in and make that change directly.
• It may not be possible to change or cancel an order once it has been raised, so please make sure to make any necessary changes as early as possible and reach out to our team for assistance if you need additional help

What changes can I make?

• Change the items on the order
• Add a one-time item to the order
• Change the delivery address
• Change the payment method (Only through the online account)
• Change the frequency of orders: 7 Days, 14 Days, 21 Days, 28 Days
• Skip the next order
• Pause the subscription for up to 90 days
• Cancel the subscription

This subscription service has been created to make it as easy as possible to receive high quality live foods for your reptile on a regular schedule with as little fuss as possible. We're constantly working to improve the service and bringing in new features, new offers and new ways to save. If there is anything about the subscription that you think could be better, please reach out to us and let us know!

How do I cancel my subscription?

• Your subscription can be cancelled at any time by accessing your subscription and clicking the 'cancel subscription' button below your payment details.
• Your subscription can be accessed by logging into your Reptile Centre account and clicking the subscription button.
• Your subscription can also be accessed by clicking the button in the 'Upcoming Order' email sent 2 days prior to an order being raised.
• Alternatively, you can email our team at sales@reptilecentre.com from the email address associated with the account to cancel the subscription for you. Our team will cancel the order for you as soon as possible after receiving the email, but the fastest way to cancel is with the methods above.
• Any orders raised before the subscription is cancelled will not automatically be cancelled. Please contact our customer service team with the order details if you would like us to attempt to cancel the order too.

Terms and Conditions

• While we do our best to keep prices stable, any price changes will be communicated to affected active subscribers prior to their next order being raised.
• Shipping is calculated on raising the order and will change to the cheapest available option should frozen or heavy goods be added to the subscription.
• Any changes to an order must be made before the next order is raised
• Any issues with an order or ongoing subscription must be raised with our customer service team at sales@reptilecentre.com as soon as possible, and evidence of the issue may be required.
• Live foods are covered by our Livefood Freshness Guarantee.
• Once an order is placed, it falls under our normal terms and conditions for orders listed here.
• All orders are processed under our full terms and conditions for the website listed here.