SHIPPING AND RETURNS
1. ORDER PROCESSING AND SHIPPING
1.1 Processing Times - HerpStaxx working hours are Monday to Friday 9am - 5pm, excluding bank holidays. Orders placed outside of these times will be processed on the next working day. All orders will be processed and shipped promptly, usually within 1-3 business days.
1.2 Pre-Orders - We are able to accept pre-orders for out of stock items via direct communication. We allow 6-8 weeks for the processing and delivery of pre-ordered enclosures. Occasionally these timescales may be extended due to circumstances out of our control.
1.3 Dispatch - Dispatch times can vary depending on the product's availability and the shipping method chosen at checkout. All items will be securely packaged and clearly labelled for delivery. Our packages are insured to cover the product's total value, our higher shipping costs may reflect this to cover the insurance fees.
1.4 Delivery - We are not liable for delays in delivery due to circumstances beyond our control, including but not limited to carrier issues or weather conditions. We require notice to be given within 24 hours should any parcel become damaged or lost in transit. Photographic evidence of the products packaging upon delivery will be required for any items damaged during transit. Most claims will be covered by the additional insurance mentioned in 1.3 and we will contact the customer directly to rectify the issue should this arise.
1.5 Reporting of Damages - Customers must note any damage to goods or packaging upon delivery and report to the courier. HerpStaxx cannot process any damage claims if the parcel has been signed for as being received in good condition. All damages must be reported to us via herpstaxx@outlook.com within 24 hours of delivery, accompanied by the order number, photos of the packaging and photos of all product damage(s).
1.6 Definition of Damage - Minor cosmetic damage that does not affect product use or impact safety, such as minor scratches or dimples in the PVC or Acrylic surfaces will not be considered as damage.
2. RETURNS
2.1 Refund Policy - Returns are accepted for unopened products within 14 days, with customers being responsible for any return shipping costs. All shipping costs are non-refundable. Refund payments will be issued immediately upon receipt of the returned item(s).
2.2 Refund Deductions - HerpStaxx is unable to refund the cost of payment processing fees when issuing refunds, including PayPal. These processing fees will be deducted from any refund payments issued, alongside shipping costs.