Help & FAQs
Can I come to collect my order in store?
We are pleased to offer in store collection for our South Australian customers only. Our warehouse is based in Edwardstown. Select the Local Pickup option at checkout and we will email you when your order is ready to collect. For any questions, please contact us directly via email customerservice@thereptilewarehouse.com.au.
How do I return or exchange an item?
All information on returns and exchanges is available over on our Returns page. We can send you a return form via email - our contact is customerservice@thereptilewarehouse.com.au.
Do you really offer free shipping on everything?
Yes, we do! Free shipping applies to all Australian customers using the regular post option at checkout.
The only exceptions are for express shipping, and regional customers purchasing heavy items which may incur extra shipping fees. If you believe you may be impacted by these fees then please contact us and we will endeavour to provide you with the best shipping option for your location.
Do you price match?
If you find the product you want at a lower price elsewhere, we will endeavor to price match under the following conditions;
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The product is being offered by a reputable store or website that is located and operated in Australia. Note: Ebay stores are not included
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The item is identical and in-stock at the time of the inquiry
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The product is not a sale or clearance item
Price matching does not extend to clearance and warehouse outlets, auction sites, fire or liquidation sales.
Can you order in an item for me that you don't normally stock?
The Reptile Warehouse run into the thousands, so sometimes there are some items that we are unable to keep in stock all the time. These items are able to be ordered via our Special Customer Orders.
We suggest if you are urgently needing a specialty item please contact us before placing your order so we can provide you with an accurate timeframe for delivery.
We do our best to source the items that you struggle to find elsewhere. Please understand that we will do our best and sometimes it takes a little time. Special customer requests can be made via customerservice@thereptilewarehouse.com.au
Do you have a phone number I can call?
As an online store, we are unable to offer phone support. However, our dedicated customer service team offer prompt email support throughout the week. We do this because email support allows us to prioritise urgent queries and ensure we can get the right support person onto your enquiry promptly and provide the right information the first time you contact us.
How can I pay for my order?
We accept all major payment options including MasterCard, Visa, PayPal, and AfterPay (on applicable orders/to approved purchasers). All credit card payments are processed through a PCI DSS compliant gateway that securely captures and processes your credit card details.
You can also choose to use your PayPal account for a seamless and fast checkout experience. If you wish to use your credit card via the PayPal gateway, you can do that as well.
We do not accept payment by Direct Deposit. However, if you wish to use funds from your bank account to pay for an item, we suggest setting up or using your PayPal account. This will allow you to set a bank account as the funding source.
All prices are listed in Australian dollars.
Do you ship internationally?
Yes, we ship to a large range of countries around the world. To see if your country is currently serviced, please add an item to your cart and go to the checkout and select your country. If it is on the list, we'll ship there! International freight charges are displayed at the checkout, however large or heavy orders (over 1kg) may incur additional fees.
If your country is not displayed, please contact us at customerservice@thereptilewarehouse.com.au and we will endeavour to respond with approximate shipping costs to deliver your item.
Will I have to pay import duties and taxes?
That depends on the laws and regulations in your country, so you'll need to inquire of your own customs authorities about this. Please note that we are legally required to accurately describe the value and contents of the parcels we send internationally, so we cannot and will not falsify the details on these forms (e.g. claim a lower value or marking the item as a gift), so please don't ask us to do this!
When will my order arrive?
We will endeavour to ship your order by the next business day after your order is placed. However, there may be exceptions during peak sale periods. After that, your parcel is in the hands of our shipping providers.
Most parcels ship via Australia Post eParcel, so you can track and monitor your own delivery. Track with Australia Post here: http://auspost.com.au/track/
If your parcel hasn't arrived when you expect it to, we recommend first contacting Australia Post as they have all the systems in place to figure out where your parcel has ended up. If you don't get a resolution with them after 3 days of the expected delivery date, then please contact us and we will look into this for you.
What does it mean if I put an Authority to Leave on my parcel?
At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. For some people this is a great option if you don't think you'll be home when the delivery is made.
However, we do not recommend this option if you live in an apartment/unit block or gated complex as this may increase the risk of your parcel being stolen. The Reptile Warehouse is not responsible for any misplaced orders if you have chosen the Authority to Leave option. Please choose this option at your own risk.
Without Authority to Leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no one is at home.
Talk to me about privacy and cookies.
No problem, head to our Privacy Page, where you'll find all you need to know about what data we collect and what we do with it.
I’m interested in purchasing a heavy/bulky item. Can this be shipped directly to me?
Unfortunately there are a few items in our range (i.e. large aquariums and fragile items) that we cannot guarantee their safe arrival. Therefore, we offer these items as local pick up only from our showroom in Edwardstown, South Australia.
We suggest contacting us before proceeding with an order. If you live outside South Australia and proceed to place an order for a large or fragile item, our customer service team will be in contact with you to organise a full refund.
Can’t find your question here? Please head over to our Contact Page and send us an email.