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  • Frequently Asked Questions | Monkfield Reptile
Frequently Asked Questions

Frequently Asked Questions

We've compiled a list of commonly asked questions, but it's possible we may have missed something! If your question isn't addressed here, please don't hesitate to give us a call, and we'll do our best to assist you.


What are Monkfield Reptile's Opening Hours?

Our office is open from 9am to 5pm, Monday to Friday (excluding Bank Holidays); you can also order or contact us online at anytime.

Can anyone purchase from Monkfield Reptile?

Monkfield Reptile supply to the Trade only. If you would like to request a trade account with us, please complete our Open a trade account form and we will respond ASAP. Please note all Trade accounts require a registered business premises.

If you're not a trade customer and need help locating your nearest stockist, please contact us on 01223 208261 or sales@monkfieldnutrition.co.uk.

I have a business that sells Reptile and/or Aquatic products, what do i need to do to become a trade customer?

If you have a business premises and would like to enquire about a trade account with us, please complete our Open a trade account form. After submitting the form, a member of our sales team will reach out to you ASAP.

What other business's do you supply apart from shops?

We supply a wide range of business including garden centres, schools, universities, zoos, wildlife centres and many more.

Can Monkfield Reptile offer me any advice on expanding my existing range?

Yes! We are always happy to talk through any plans you may have and can recommend products to add to your range. For assistance, feel free to reach out to our dedicated sales team on 01223 208261 or sales@monkfieldnutrition.co.uk.


Is there a minimum amount I can order?

No! Whilst we do not enforce a minimum order requirement, please note that delivery charges are calculated based on the weight of your order. For details of our delivery charges please click here.

What is the latest time I can place an order?

You can place an order with us at anytime, for specific order deadlines see below:

Order DeadlineDelivery Service
UKMonday - Thursday before 2pmRoyal Mail /Courier / Monkfield Van
Friday before 12pmMonday Monkfield Van
IrelandWednesday before 5pmMonkfield Van - Delivered on a Monday

We aim to despatch overseas orders as soon as possible.

Please bear in mind we do not generally desptach deliveries on a Friday due to weekend delays, if necessary we can offer saturday delivery but this is at your own risk and at an additonal cost.

Please note we can only offer a next day delivery service to UK customers (excluding Nothern Ireland and Highlands & Irelands)

For more delivery information click here.

Can I arrange a to collect my order?

Yes! Collections are available by prior arrangement only. Please ensure orders are placed the day before the scheduled collection date, and specify whether you prefer an AM or PM pickup.

I'm not happy with my order, what do I do?

We are sorry to hear that. We make every effort to ensure that orders arrive correct and in good condition, but mistakes sometime happen.

You can submit a support case when logged into your online account by going to 'My Account - Cases - Submitt New Case'. Once submitted, you can keep track of the case by clicking on 'Support Cases' under 'Cases'. Alternatively, you can contact customer support on 01223 208 261 or email support@monkfieldnutrition.co.uk.

Do you offer a Dropship service?

Yes! We can offer a dropship service where you can have products delivered direcetly to your customer's door. Click here for more details.

Ordering Online

Is there a quick way order regular items online?

Yes! When logged in, you can view all previously bought items by going to 'My Account - Purchases - Reorder Items'. Here you can add the required items to your basket.

You can view specific past orders by going to 'My Account - Purchases - Purchase History'. You can then open up orders by clicking on their Purchase Number and adding the items you require to your basket.

I haven't recieved any log in details, what should I do?

Please check your junk folders in case the message has been rerouted and if not please contact us on 01223 208261 or email support@monkfieldnutrition.co.uk.

I have forgotten my password or email address, can I reset it?

To reset your password click here, enter your email address and your details will be resend and emailed to you.

If you cannot remember your email address, please contact us on 01223 208 261 or email us at support@monkfieldnutrition.co.uk.

I have changed my email address, what do I need to do?

You can update your email address when logged into your online account. Go to ‘My Account – Settings – Profile Information’ and you will see the option to change your email address.

If you do not have an online account, you can either contact us on 01223 208261 or alternatively you can email support@monkfieldnutrition.co.uk with your updated details.

I have placed an order online but I have not received a confirmation email?

If you have not received a confirmation email, please check your junk folders. If you still cannot find it, please contact us.


How will my order be delivered?

We have a variety of delivery options to suit your needs, based on your order and location. For Uk customers we offer Royal Mail, Courier & Van delivery.

Please note if your order contains:

  • Frozen items - this will either be delivered via our own vans or on a before 12 courier service.
  • Animals - this will be delivered via our own vans with the exception of some smaller animals which can go via courier.
  • Glass Terrariums - this will be delivered via our own vans with the exception of HEGT ecommerce packaging skus which can be sent via courier.

Do you ship outside the UK?

Yes! We can ship internationally, with the exception of Live, Frozen food and Livestock.

Do you ship to Southern Ireland?

Yes! We can deliver to the majority of Southern Ireland on our own vans or via our regional partners.

Which postcodes are classed as Scottish Highlands and Islands?

Scottish Highlands and Islands refers to destinations in the following postcodes:

AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, and ZE1-3.

How can I check my delivery status?

You can check via the website if you have an online account. Go to ‘My Account – Purchases – Purchase History’ and you will be able to see the status of your orders. If your order has been sent via Royal Mail or TNT, you will also receive an email with tracking details.

Alternatively, you can contact customer support on 01223 208 261.

Can you despatch animals in cold weather?

Yes! During cold weather, animals can be delivered on our own heated vans. However, there may be some extreme circumstances where this may not be possible, in the event this happens we will let you know.


Do you require a license to sell Exotic Pets?

Anyone selling vertebrate pets to the general public is required to have a Pet Shop License issued by their local authority. It is an offence to sell them without this.

How do you ensure the health of your animals?

All animals undergo a health inspection before despatch to ensure they're healthy. If we are not satisfied with the well-being of an animal, we will postpone dispatch and closely monitor the animal until we are completely satisfied.

Do you sell wild caught animals?

Yes, we do sell some wild caught animals. However, we strictly source them from reputable suppliers who follow sustainable practices.

How do you package your animals?

Live animals are carefully packed using methods appropriate to the species including sturdy outer containers for maximum protecion.

Please note we are only able to deliver live animals on our own vans, with the exception of some smaller animals which can go via courier.

For more information on animals that can go via courier see below:

Product Codes that start withSub Class
AITStick Insects, Millipedes, Cockroaches, Snails & Crabs

Do you have care sheets for your animals?

Yes! We have a large range of care sheets for you to view and download here. Be sure to check back at a later date as we are regularly adding new ones!

Live & Frozen Food

I need help recommending the appropriate size rodent for a customer's snake

As a general rule, the feed being offered to a corn snake should be no wider than one and half times the width of the widest part of the snake.

What shall I do with my Livefood order in cold weather?

During cold weather, we strive to ensure that your live food arrives as warm and active as possible. However, despite our best efforts, it's possible that your live food may still arrive appearing lifeless. Click here on how to bring your livefood back around.

Still have a question?

No problem! Contact us on 01223 208261 or sales@monkfieldnutrition.co.uk