FAQ & Care Guide's
FAQ
ANSWERS? WE'VE GOT THEM.
Here are the questions we are most frequently being asked:
CARE GUIDES
Care guides can be found at the bottom of this page for all the animals we sell and house in our store.
SHIPPING
How long does shipping take?
We aim to deliver 3-5 business days from time of order. We may deliver this earlier but this cannot be guaranteed.
Delivery pricing
Orders up to £15 will be charged at £3.49 for delivery. Orders between £15.01 and £50 will be charged at £5.49. all orders over £50 will be shipped free of charge.
In store collection
Your order will be ready in less than 5 business days. please bring proof of purchase to collect your order. You will be sent a notification when your order is ready. Orders may be collected the same day if the product is in stock.
PRIVACY POLICY AND DATA PROTECTION
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address.
Your personal information will be used for the specific reasons stated above only. We collect such Non-personal and Personal Information for the following purposes:
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To provide and operate the Services;
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To provide our Users with ongoing customer assistance and technical support;
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To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
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To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
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To comply with any applicable laws and regulations.
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
If you don’t want us to process your data anymore, please contact us at info@racks4reptiles.com or send us mail to: 25, Cockburn Street, Falkirk, FK1 1DJ.
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at info@racks4reptiles.com or send us mail to 25, Cockburn Street, Falkirk, FK1 1DJ:
RETURNS
What is your returns policy?
If you do receive damaged goods, please retain all relevant documentation so that we can make an insurance claim against the carrier's insurers. Please contact us immediately so we can rectify the situation for you and organise a return of the damaged item.If you receive goods in damaged condition, that you deem as of unmerchantable quality, you must notify us by e-mail, post or telephone, within 48 hours of receipt of the goods. Refunds will be made by the same method as that used for the original purchase.
If you change your mind about any items you have ordered from us, please notify us within 7 days of receipt and return the goods, complete and within unopened packaging for a full refund. In this event we will not normally refund your return postage and again a refund can only be made by the same method as that used for the original purchase. This option is not available on items paid for using vouchers, or purchased on a pre-pay payment scheme.
PAYMENT & WARRANTY
What forms of payments do you accept?
All prices on this site are quoted in pounds sterling (£ or GBP). Payment will be made in pounds sterling and your credit card provider will automatically make the exchange for you, billing you in your own currency. We accept payment via all major credit and debit cards, through a secure server. The confirmation email you receive will also be your official receipt. The security of our customers is paramount and the website is both secure and follows all guidelines on this issue.
We undertake to exercise all reasonable precautions to keep information supplied by customers strictly confidential. Any other information supplied to us may be stored on our computer system for our convenience, but will never be supplied to any outside agency.
We endeavour to provide the highest level of customer service. If something should go wrong please don't hesitate to contact info@racks4reptiles.com. We welcome your comments as it enables us to continually improve our service. We will reply to you within 5 working days, normally with an immediate resolution. If the problem cannot be resolved immediately we will keep you informed of the steps we are taking to put the matter right.
Should you wish contact us for any reason please send e-mails to info@racks4reptiles.com or post to Racks 4 Reptiles.. address.
Our telephone number is (+44)01324270504 . The telephone line is manned five days a week, Monday to Friday from 12pm to 17:00pm
Our terms and conditions in no way affect your statutory rights as a consumer.
All transactions undertaken through this web site are governed by Scottish Law and any legal actions arising out of such transactions shall be subject to Scottish Legal processes and under the jurisdiction of Scottish Courts.