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Last updated: 16/08/2025

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Everything you need to know about getting your snake friends delivered safely to your door!

Processing Time

How long before we ship your order:

• 3-5 working days for all physical products

• Digital downloads are sent instantly via email after payment

Why it takes a few days:

• Each item is made to order (no mass production here!)

• Quality checking to make sure everything's perfect

• Careful packaging so your snakes arrive safely

• We're a small business - orders are processed in the order received

Busy periods: During holidays or special promotions, processing may take up to 7 working days. We'll let you know if there are any delays.

UK Shipping Options

Standard Delivery (Royal Mail 2nd Class)

• Cost: £1-4 depending on order size

• Delivery time: 2-3 working days after dispatch

• Tracking: Not included

• Best for: Small orders, non-urgent delivery

Tracked Delivery (Royal Mail 1st Class Signed For)

• Cost: £4-6 depending on order size

• Delivery time: 1-2 working days after dispatch

• Tracking: Full tracking and signature required

• Best for: Larger orders or when you want peace of mind

Free Shipping

• Orders over £25 get free standard delivery

• Upgrade to tracked: Pay the difference (usually £2-3)

International Shipping

Currently: We're focusing on the UK market while we get established Future plans: Exploring international options - sign up for our newsletter to be notified when available! EU/Worldwide: Coming soon - we know there are snake lovers everywhere! 🌍

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What's Included

Packaging

• Eco-friendly materials where possible

• Protective packaging to prevent damage

• Snake-themed touches because everything's more fun with snakes

• Care instructions for your new snake friends

Your Order

• Everything you ordered (we double-check!)

• Invoice/receipt for your records

• Care instructions for prints and stickers

• Occasional surprise snake sticker (when we're feeling generous!)

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Delivery Information

Addresses

• Double-check your address before completing your order

• We're not responsible for incorrect addresses you provide

• Delivery attempts: Royal Mail will usually try 2-3 times

• Collection: Failed deliveries go to your local sorting office

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Delivery Times

• Working days only: Monday-Friday (excluding bank holidays)

• No weekend delivery unless you pay for special services

• Peak times: Christmas, holidays may cause delays

• Weather delays: Sometimes snow stops even snakes getting through!

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Delivery Confirmation

• Standard delivery: No tracking, but most arrive without issues

• Tracked delivery: You'll get updates via text/email from Royal Mail

• Delivery confirmation: Take a photo when your package arrives (just in case!)

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Common Questions

"When will my order ship?"

Check your email for order confirmation with estimated dispatch date. We always aim for the earlier end of our 3-5 day window!

"Can I change my address after ordering?"

Only if we haven't shipped yet! Email hello.snakeswithlegs@gmail.com ASAP with your order number and new address.

"Can you ship faster?"

Unfortunately, our processing time is fixed (quality takes time!), but you can upgrade to tracked delivery for faster shipping once dispatched.

"My tracking says delivered but I don't have my package"

Contact Royal Mail directly with your tracking number. Check with neighbors, behind bins, etc. - sometimes they're creative with "safe places"!

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Problems & Solutions

Lost Packages

• With tracking: Contact Royal Mail for investigation

• Without tracking: Unfortunately we can't help locate untracked packages

• Insurance: Tracked deliveries are insured up to £100

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Damaged Packages

• Email us: beth@bethbennett.co.uk with photos within 7 days

• We'll help: Usually replacement items, though shipping damage is rare

• Prevention: We package carefully, but can't control how Royal Mail handles parcels

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Wrong Address

• Your responsibility: We ship to the address you provide

• Can't redirect: Once shipped, we can't change delivery address

• Returned packages: We'll reship once for free if returned to us

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Delays

• We'll notify you: If processing takes longer than expected

• Peak periods: Holiday delays are communicated in advance

• Weather/strikes: Sometimes these things happen - we'll keep you updated

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Digital Downloads

Delivery Method

• Instant delivery to your email address after payment confirmation

• Download links are valid for 30 days

• Keep your receipt - it contains your download information

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Technical Issues

• Can't download? Check your spam folder first

• Link expired? Email us and we'll send a fresh link

• File won't open? We'll help you troubleshoot or provide different format

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Order Tracking

How to Track

• Tracked orders: You'll receive tracking information via email/text from Royal Mail

• Standard orders: No tracking available (hence the lower price!)

• Order status: Email hello.snakeswithlegs@gmail.com with your order number for updates

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Tracking Information

• Dispatched: Your order has left us

• In transit: On its way to you

• Out for delivery: Should arrive today

• Delivered: Signed for or left in safe place

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Contact Us

Questions about shipping? Email hello.snakeswithlegs@gmail.com with your order number

Need to change something? Contact us BEFORE your order ships

Package problems? Email us within 7 days with photos and details

Want tracking updates? Make sure your phone number is correct at checkout

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Remember: We're a small business doing our best to get your snake friends to you safely and quickly. If something goes wrong, just get in touch and we'll sort it out together! 🐍📦