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Customer Care, Privacy & Safety Policy

  • We do not store any customer financial information, nor do we share it with any third parties

  • We collect the e-mail addresses of those who communicate with us via e-mail.

  • If you have placed an order with us we may occasionally send through information on special offers on the site, you can opt out of this service.

  • If you do not want to receive e-mails from us in the future, please let us know by sending an e-mail to

  • If you supply your postal address on-line you will only receive items for which you provided your address.

  • Persons who supply their telephone numbers on-line will only receive telephone contact from us with information regarding orders they have placed on-line.

  • With respect to Ad Servers: We do not partner with or have special relationships with any ad server companies.

  • Upon request we provide site visitors with access to all information [including proprietary information] that we maintain about them, unique identifier information (e.g. customer number or password) that we maintain about them, transaction information (e.g. dates on which customers made purchases, amounts and types of purchases) that we maintain about them, contact information (e.g. name, address, phone number) that we maintain about them.

  • Consumers can access this information by e-mailing the above address.

  • We do not store credit card details nor do we share customer details with any 3rd parties.

  • With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

  • If you feel that this site is not following its stated information policy, you may contact us at the above addresses or phone number

Security & Payment Methods

We here at The Tortoise Hut do not have access to your payment details, these are sent directly to our payment provider and are therefore not stored by us. We do not sell or pass on any of your personal details to any other third party. We will only contact you by phone if it is regarding your order with us. If you place an order with us we may in the future email you with any special offers on the site but you have the option to withdraw from this service at any point.


We accept the following payment methods

  • Credit / Debit Cards


  • Apple Pay and 

  • Offline Payment

  • Cash in store 


  • If you need to cancel an order please call us as soon as possible before dispatch day. We cannot be held responsible once they have left our property and postage has been paid for.

Amendments to orders & substitutions

  • If you need to amend an order, we will try our best to accommodate any changes as long as the order has not been packaged up or dispatched. Please contact us as soon as possible to make any amendments. 

  • If for any reason, the plant you have ordered is out of stock, we will make a substitution for a similar plant of at least the same monetary value or more.

  • We do our best to package each plant individually by wrapping it in bubblewrap, on the rare occasion you receive your plant and it is damaged, please send photos within 24 hours to our email address and we will do our best to resolve the situation. More often or not, the plant will need to sit in a shallow dish of water to recover from any damage during transportation.

  • All plant orders are sent on a next working day delivery, (iMonday-Thursday),if you're plant order has not arrived with you within 48 hours(excluding weekends), please email us with your order reference number so we can contact the courier company. It is important we are contacted within 24 hours of the due delivery day due to the plants being perishable items. Any claims made after 48 hours will not be be valid for a claim/compensation.

  • Livestock courier:

  • When purchasing a tortoise from The Tortoise Hut, you must choose the correct price band before adding to the cart, this is determined by whether a setup is being purchased from The Tortoise hut or not. You must then choose the Livestock courier delivery option at checkout if you wish the tortoise to be delivered to you. Please call us on 07827224894 to arrange this. If you wish to collect from us in South Devon, please call us on 07827224894 to arrange an appointment to collect. If you are not purchasing a setup from the Tortoise Hut, we will require a photo of your setup with details of lighting and heating shown to us prior to the tortoise leaving us. We reserve the right to refuse sale of the tortoise if we believe the setup does not meet the tortoise's requirements.  We recommend all new livestock should be quarantined before mixing with your existing livestock.

  • Please ensure you research the tortoise's requirements before you add them to the enclosure and contact us immediately if you have any queries regarding compatibility. We cannot be responsible if you add a different species to your existing livestock. If you have any issues or queries regarding the livestock received, please contact us immediately.

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