Terms And Conditions

These Terms and Conditions govern your use of our website and services, as well as any purchases you make with Up in the Trees—whether placed online, in-store, or through any other ordering channel.

The Contract

These terms should be read alongside our current Returns Policy, Delivery Information, and Privacy Policy. Together, these documents form the complete and binding contract between you and Up in the Trees.

Changes and Severability

• Updates: We may review and update these terms from time to time. We encourage you to check this page periodically to stay informed of any changes.
• Severability: If any individual clause or part of these terms is found to be invalid or unenforceable by a court of law, the remaining provisions will continue in full force and effect.

Communicating in Writing

Whenever these terms require notice “in writing,” or if you wish to formally contact us, you can do so through this channels:

• Email: info@upinthetrees.co.uk

1. Accurate Information

When placing an order with Up in the Trees, you will be asked to provide certain personal and delivery details. It is your responsibility to ensure all information provided is accurate and complete. We cannot be held responsible or liable for any losses, delays, or issues that arise from incorrect details supplied during checkout or ordering.

2. Order Acceptance & Contract Formation

Your order constitutes an offer to purchase. A binding contract between you and Up in the Trees is formed only when your order is dispatched, not at the time the order is placed or payment is authorized.

3. Stock Availability & Partial Dispatches

If any item in your order is unavailable at the time of fulfillment:

• The unavailable item will be removed from your shipment.
• Any remaining available items will be dispatched as normal.
• The contract between us will apply only to the goods that have actually been dispatched.
• For the unavailable item(s), we will either notify you that it will follow in a separate shipment or issue a prompt refund.

4. Our Right to Cancel

We reserve the right to cancel any order (or part of an order) at any time prior to dispatch without compensation or additional liability. Common reasons for cancellation include, but are not limited to:

• Stock unavailability or inventory errors.
• Invalid or incomplete contact or delivery information.
• Pricing or product description errors on our website or sales channels.

If we cancel your order, any payments made for non-dispatched items will be fully refunded.

1. Prices and VAT

All current prices are displayed on our website and are inclusive of VAT at the applicable standard rate (0% or 20%, depending on the items purchased). Please note that prices on our website may differ from prices listed across other sales channels or in-store. All prices are subject to change at any time without prior notice.

2. Pricing Errors

While we make every effort to ensure accurate pricing across our products, errors may occasionally occur. We reserve the right to decline or cancel any order placed for a product listed at an incorrect price or affected by unauthorized discount codes or gift vouchers.

3. Promotional & Discount Codes

From time to time, we may offer promotional, affiliate, or discount codes and vouchers:

• Scope & Terms: We reserve the right to restrict discount codes to specific products or order criteria. Eligible products are subject to review and change at our discretion.
• Redemption: Discount codes and vouchers must be applied at checkout at the time of purchase. We strictly cannot apply discounts, codes, or vouchers retrospectively to an order after it has been placed.

1. Standard Delivery Charges

Shipping fees are calculated at checkout and apply to all orders based on the total weight and dimensions of your package.

2. Tarantula & Live Animal Shipping

Due to special handling and welfare requirements, all Tarantulas are shipped via a dedicated Flat Rate Service:

• Flat Rate: £12.00
• Delivery Method: Special Delivery (Guaranteed Next Day by 1:00 PM)

1. Estimated Delivery Dates & Delays

All delivery dates and timeframes provided are estimates only and are not guaranteed.

• Compensation for Delays: We do not offer compensation for missed delivery estimates. If you select an Express Delivery service and we fail to meet our internal dispatch target, our liability is strictly limited to refunding the price difference between Express Delivery and Standard Delivery.
• Time-Sensitive Orders: For urgent or time-sensitive orders, we strongly recommend choosing a Tracked Shipping option at checkout. Untracked shipments (particularly via Royal Mail) may be subject to third-party delays outside of our control, and we are unable to track or obtain live status updates on these packages once dispatched.

2. Courier Surcharges & Delivery Restrictions

We reserve the right to cancel an order prior to dispatch if a courier imposes unforeseen surcharges or delivery restrictions on specific items or locations. Should a restriction or courier issue arise after dispatch, we reserve the right to retrieve the parcel and issue a full refund for the order. In these circumstances, no additional compensation or replacement items will be provided.

3. Perishable Goods (Livefood, Frozen Foods & Plants)

When ordering perishable goods—such as livefood, frozen goods, or live plants—it is critical that you are available to accept delivery on the very first attempt.

• Perished Items: If delivery fails because no one was available to accept the parcel, we accept no liability for spoiled or perished goods. No refunds or replacement items will be issued under any circumstances.
• Depot Destruction Policies: Delivery couriers and postal depots reserve the right to dispose of returned parcels containing live, frozen, or perishable items. If a depot destroys a returned shipment, we are unable to resend, refund, or compensate for the order.

4. Uncollected Parcels & Tracking Deadlines

If your order is held at a local delivery depot or post office, it is your responsibility to collect it promptly. While couriers usually leave a calling card, missed delivery cards are occasionally not left.

• 4-Day Reporting Rule: If your order has not arrived within 4 working days of placing it, you must contact us immediately at info@upinthetrees.co.uk so we can trace the shipment for you. Failing to notify us within 4 working days may prevent us from locating your parcel or incur additional fees.

5. “Safeplace” & Delivery Instructions

A notes section is available at checkout for custom delivery requests (such as leaving a package in a designated safeplace on your property or with a neighbor).

• Customer Liability: If a parcel is left in a designated safeplace or with a neighbor, all liability for loss, damage, or theft transfers entirely to the customer. Up in the Trees accepts no responsibility for the condition or safety of items once delivered to your requested safeplace.

Please also refer to our main Delivery Information Page for current shipping rates, carrier options, and dispatch schedules.

1. Standard Orders

For all in-stock items, we aim to dispatch your order on the same day, provided your order is placed before our daily cut-off time (Monday to Friday).

• Late Orders & Weekends: Orders placed after our daily cut-off time, over the weekend, or on a public bank holiday will be dispatched on the next working day.

2. Tarantulas & Live Stock Dispatch

To ensure the health and safety of live animals during transit, Tarantulas and all other livestock are dispatched strictly from Monday to Thursday only (excluding bank holidays).

• Live orders placed after the Thursday cut-off time will be held safely and dispatched on the following Monday to prevent animals from being held in courier transit over the weekend.

We offer a Live Arrival Guarantee on all spiders, scorpions, and other invertebrates.

In the rare event that your animal arrives deceased or in poor condition, please follow the steps below to make a claim:

How to Report an Issue (Within 24 Hours)

1. Contact Us Immediately: Send an email to info@upinthetrees.co.uk with a clear photo or video showing the issue within 24 hours of delivery receipt.
2. Do Not Dispose: Please do not dispose of the animal or packaging until we have confirmed and processed your claim.

Claim Resolutions & Health Guarantee

If you notify us of an ill or compromised animal within the initial 24-hour window, you have two options:

• Return for Refund or Replacement: Return the animal to us for a full refund or replacement (determined at our discretion).
• Extended 14-Day Guarantee: If you choose to keep and nurse the animal, we will extend your live guarantee cover to 14 days from the date of receipt.

1. Order Cancellations Before Dispatch

Due to automated order processing within our system, we may not always be able to cancel or stop an order once it has been submitted.

• If you need to cancel an order, please contact us immediately by phone or email at info@upinthetrees.co.uk so we can check if cancellation is still possible.
• If your order has already entered our dispatch process or shipped, we cannot accept liability for any associated shipping costs or return fees.

2. Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns, exchanges, or mind-changes on the following products:

• Perishable Items: Livefood/insects, frozen foods, live plants, or short-dated/perishable products.
• Bespoke & Special Orders: Custom-made items or products ordered specifically on your behalf.

3. 14-Day Return Policy (Standard Items)

For all other non-perishable goods, you have 14 calendar days from the date of delivery to request a return if you change your mind:

• Return Eligibility: Items must be completely unused, pristine, and returned in their original, unopened packaging.
• How to Request: You must contact us by email within the 14-day window to notify us of your return request.
• Packaging & Delivery: Return postage costs are the sole responsibility of the customer. Please ensure items are packaged securely, as we cannot issue refunds for items damaged in transit during return shipping.

For complete details, step-by-step return instructions, and postal addresses, please see our full Returns Policy.

If any item in your order arrives damaged or is missing upon delivery, you must notify us in writing within 24 hours of receipt:

• Reporting Procedure: Send an email to info@upinthetrees.co.uk within 24 hours of delivery, attaching clear photos or videos of the damaged item and packaging, or detailing the missing item.
• Retention of Goods: Please retain all damaged items and packaging until advised otherwise, as items may need to be returned for inspection or quality control.
• Resolution: Provided we receive notification and photographic evidence within the 24-hour window, we aim to offer a resolution (replacement or credit, at our discretion) within 1 working day.
• Lost Packages in Transit: Couriers require a 14-day window from the date of dispatch to trace and deliver missing parcels. If an item remains undelivered after 14 days, it will officially be declared lost, and a replacement shipment will be processed.

1. Within 30 Days of Purchase

If a product develops a fault within 30 days of purchase, we will offer a replacement or, at our discretion, a full refund.

2. Between 30 Days and 6 Months

If a fault occurs between 30 days and 6 months from purchase, the item will be repaired or replaced in accordance with the manufacturer’s guidelines.

3. After 6 Months (Extended Warranties)

Faults reported after 6 months are subject to the specific terms and conditions of the manufacturer’s extended warranty.

4. Testing & Inspection

All items must be returned to us for assessment before a final resolution can be issued. If an item is returned and found not to be defective (or fails due to user error/misuse), the customer will be billed for any testing, inspection, and return shipping expenses incurred.

5. Consumables Exclusions

Consumable products—including but not limited to light bulbs, UV tubes, and batteries—are not covered under manufacturer warranties unless explicitly stated on the product packaging.

Up in the Trees accepts no liability for any consequential, indirect, or secondary loss howsoever caused.

Specifically, this includes (but is not limited to) situations where a product malfunction or failure leads to secondary damage or loss—such as an incubator failure resulting in damaged eggs, or a thermostat failure affecting enclosure conditions.

Product imagery across our website and sales channels is provided for illustrative and representative purposes only. This applies particularly to live animals and natural products, where color, size, and markings will naturally vary. Actual products received may differ slightly from the displayed photographs.

While we strive to provide accurate, up-to-date, and reliable information both online and in person, Up in the Trees cannot guarantee the absolute accuracy, completeness, or effectiveness of any product descriptions, husbandry guides, or advice provided.

The exotic pet and invertebrate keeping hobby is constantly evolving, with best practices, care standards, and product innovations advancing rapidly. As a result, care information can become outdated or superseded by new research and methods.

All advice, information, and guidance are provided without warranty of any kind. Customers are strongly encouraged to consult multiple reputable sources and conduct their own research to make informed decisions regarding animal welfare and product selection.