Last updated: 31 August 2026
At Happy Tortoise Habitat, we want your order to reach you safely and for you to be happy with your purchase. This page explains our general delivery, cancellation and returns arrangements.
Different arrangements apply to live tortoises because they must be transported appropriately and with their welfare in mind.
UK Delivery
We deliver tortoise tables, outdoor runs, accessories and other products throughout the UK where delivery is available for the product ordered.
The delivery methods and charges available for your order will normally be shown during checkout.
Delivery costs can vary depending on the size and weight of the products ordered and the delivery destination.
Please check that your delivery address, postcode, email address and telephone number are correct before completing your order.
Handmade and Made-to-Order Products
Many Happy Tortoise Habitat products are handmade and some are made after an order is placed.
Where a product requires a production period before dispatch, an estimated timescale may be provided on the product page.
We make every reasonable effort to complete and dispatch orders within the estimated timescale. Occasionally, handmade or made-to-order products may take longer than expected.
If there is a significant problem or delay with your order, we will contact you where reasonably possible.
Large Items
Tortoise tables, outdoor runs and other larger products may require a different delivery service from smaller accessories.
Please make sure that the delivery address is suitable and that there is reasonable access for delivery.
If you have particular concerns about delivery of a large item, please contact us before ordering.
Live Tortoise Delivery
Live tortoises require specialist transportation and are not sent through an ordinary parcel service.
We use a specialist reptile courier for live tortoise deliveries.
The courier service may operate on particular days and delivery availability may depend on your location.
Someone responsible must be available to receive the tortoise at the agreed delivery address.
Please make sure that the telephone number and delivery information supplied with your order are correct.
If you have any questions about live tortoise delivery, please contact us before placing your order.
Live tortoises are not available for international delivery through our normal website ordering process.
International Delivery
Some non-animal products may be available for international delivery.
Availability and delivery costs depend on the product and destination.
International customers may also be responsible for customs duties, import taxes or other charges imposed by their own country.
If you are outside the UK, please check the delivery options available during checkout or contact us before ordering if you are unsure whether a particular product can be delivered to you.
Changing Your Mind About Ordinary Goods
For most ordinary goods purchased online, UK consumers normally have 14 days after receiving their order to tell us that they wish to cancel.
You do not need to give a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
To request a cancellation or return, please email:
sales@happytortoisehabitat.co.uk
Please include your:
- name
- order number
- item or items you wish to return
Returning Unwanted Goods
Unless we agree otherwise, you are responsible for arranging and paying for the return of unwanted goods when you have simply changed your mind.
Items should be appropriately packaged and protected to prevent damage during their return.
For large products such as tortoise tables or outdoor runs, please contact us before arranging a return so that the practical arrangements can be discussed.
You may be responsible for any reduction in the value of returned goods caused by handling them beyond what would reasonably be necessary to examine them.
Handmade, Bespoke and Personalised Products
Being handmade or made after an order is placed does not automatically remove your cancellation rights.
However, different rules may apply where a product has been genuinely made to your individual specifications or personalised specifically for you.
Where a product is genuinely bespoke or personalised and the normal change-of-mind cancellation right does not apply, this should be made clear before you place your order.
This does not affect your statutory rights if an item is faulty, damaged, misdescribed or otherwise does not meet the requirements of consumer law.
Faulty, Damaged or Incorrect Goods
If something is wrong with your order, please contact us as soon as possible.
This includes goods which:
- arrive damaged
- are faulty
- are not as described
- are not fit for their intended purpose
- are different from the item you ordered
Please email:
sales@happytortoisehabitat.co.uk
Include your order number and a description of the problem. Photographs can be helpful where an item has arrived damaged or there is a visible fault.
Your statutory consumer rights are not affected by this policy.
Refunds
Where you validly cancel an eligible online purchase, we will provide the refund required by applicable consumer law.
Refunds will normally be made using the same payment method used for the original purchase.
Where goods need to be returned, we may wait until we have received the goods back, or received evidence that they have been returned, before issuing the refund where the law permits us to do so.
Where the original standard delivery charge must be refunded, we will refund the amount required by law. Additional amounts paid because you chose a more expensive delivery option do not normally have to be refunded.
Cancelling a Live Tortoise Order
Because live animals have particular welfare and transport requirements, please contact us as soon as possible if you need to cancel an order for a tortoise.
If the tortoise has already been booked with or collected by the specialist reptile courier, contact us immediately so that the appropriate arrangements can be discussed.
Please do not attempt to return a tortoise without speaking to us first.
A live tortoise must never be returned using an ordinary postal or parcel delivery service.
Concerns After Receiving a Tortoise
If you have any concerns about the health or condition of a tortoise following delivery, please contact us promptly.
We will discuss the circumstances with you and the appropriate next steps.
The welfare of the animal must always be taken into account when considering transport or return arrangements.
Nothing in this policy excludes or restricts any statutory rights that apply to your purchase.
Contact Us
If you have a question about delivery, cancellation, a return or an existing order, please contact:
Happy Tortoise Habitat
Ken Dickinson
18 Preston Road
Hull
HU9 5TF
United Kingdom
Email: sales@happytortoisehabitat.co.uk
For further information about purchases made through our website, please also see our Terms & Conditions and Privacy Policy.