Frequently Asked Questions
We have put together a list of frequently asked questions but we cannot guarantee we have captured everything! Please pick up the phone if we have not answered your question below and we will endeavour to help you.
General
Can anyone purchase from Monkfield Nutrition?
Monkfield Reptile supply to the Trade only - if you would like to request a trade account with us, please fill in our registration form and we get back to you.
Alternatively, please contact us on 01223 208 261 if you would like to find your nearest stockist.
What are Monkfield Nutrition's Opening Hours?
Our office is open from 9am to 5pm, Monday to Friday; you can also order or contact us online at anytime.
I have a business that sells Reptile and/or Aquatic Products, what do I need to do to become a trade customer?
You can fill in our trade customer form to check your eligibility for a trade account. Once you have successfully filled in and submitted the form, a member of our sales team will contact you within 48 hours to discuss your requirements.
What other business' do you supply apart from shops?
We supply a wide range of business including garden centres, schools, universities, zoos, wildlife centres and many more.
Is there a minimum amount I can order?
There is no minimum order requirement, but delivery charges are calculated on order weight, starting at £2.90. For details of all our delivery charges please click here.
Can Monkfield Nutrition offer me any advice on expanding my existing range/refitting my shop?
Yes, we are always happy to talk through any plans you may have. We can recommend which products to range based on our experience and we also offer a bespoke vivarium making service so that you can maximise the space available in your shop.
Ordering Online
I do not have time to input all of my regular orders.
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.
Forgotten Password or Email Address
Click here to visit the password reset page, enter your e-mail address and your details will be reset and e-mailed to you.
If you cannot remember your email address, please contact us on 01223 208 261 or email us at sales@monkfieldnutrition.co.uk.
I haven't received any login 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 sales@monkfieldnutrition.co.uk.
I have just 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 sales@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.
Ordering
What is the latest time I can place an order?
All UK orders for delivery the next working day need to be with us by 12 noon. Any additions to existing orders need to be with us by 2pm. The only exception to this is on a Thursday when we take orders up to 2pm as Friday orders are sent at the customers own risk with a surcharge applicable.
You can place online orders at anytime.
Can I arrange a collection?
Collections can be made by prior arrangement only. Orders should be placed the day before the collection date and an am or pm pick up requested.
I am 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
Deliveries
Can you despatch animals in cold weather?
Yes, we can. All animals are delivered via our own heated vans in the UK.
How will my order be delivered?
We always select the most appropriate and cost-effective method of despatch, depending on the order. Within the UK we aim to deliver to most of our customers using our own extensive fleet of delivery vans but if this is not possible orders will be despatched by courier or first class post. Please note if your order contains frozen items this will either be delivered via our own delivery vans or on a before 12 courier service.
Do you ship outside the UK?
We do not recommend shipping animals or live/frozen food outside of the UK but we do ship all other products.
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.
Alternatively, please contact us via phone.
Animals
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 offense to sell them without this.
How do you guarantee healthy animals?
We supply mostly captive bred animals sourced from breeders in the UK, EU, or USA. All animals are held in our purpose-built facility and inspected prior to despatch to ensure they are healthy.
Do you sell wild caught animals?
The majority of animals we sell are Captive Bred. However, we do sell some wild caught animals, providing their origination is from a sustainable source.
How do you package your animals?
Live animals are carefully packed using methods appropriate to the species. Following this, they are packed inside sturdy outer containers for maximum protection. Please note we only deliver animals in the UK via our own vans.
Do you have any top tips for feeding my Royal Python?
Royal Pythons can be difficult feeders. We have put together a short video of our top tips.
I would like to offer my customer a care sheet with the reptile he has just purchased, do you have any?
You can view and download Care Sheets on our website here. Be sure to check back at a later date as we are continually adding new ones!
Live And Frozen Food
I don’t know which type of live food to choose?
This will depend on what type of reptile you have. We stock a wide variety of livefoods and a member of our sales team will be happy to advise you accordingly.
How do I ensure that my livefood stay healthy?
If you refer to our product pages on the website, we offer advice on how best to look after each type of livefood.
What shall I do with my livefood in cold weather?
Click here to download our fact sheet on how best to deal with livefood in cold weather.
How do I know what size of mouse to feed my 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.
No problem! Contact us on 01223 208 261 or sales@monkfieldnutrition.co.uk
