Frequently asked questions

Add the products to your basket, go to checkout and fill in the delivery details. An account is optional — you can order as a guest. Registering gives you order history, faster repeat purchases, a wishlist and loyalty points.

After ordering you receive a confirmation e-mail with the order number used for tracking.

Yes, as long as the order has not been packed. Contact us as soon as possible with your order number and we will change the address, the delivery method or the contents, or cancel it entirely.

If the parcel has already been dispatched, you can use the 14-day return instead.

Log in and open "My orders". We send an e-mail at every stage (accepted, in progress, packed, shipped) and a tracking number once the parcel is dispatched.

For guest orders, simply reply to the confirmation e-mail and we will check it for you.

Yes. Tick "I want a VAT invoice" at checkout and enter your tax ID — we send the PDF to the e-mail address from the order. Tax IDs are verified automatically against VIES and the Polish business register.

Pet shops, breeders and educational institutions can use our separate wholesale offer — contact us through the B2B form.

We ship with InPost (lockers and courier), DPD, DHL and GLS. Personal collection is possible by prior arrangement.

The cost depends on the carrier and parcel size and is shown at checkout before payment. Orders from 499 zł ship free of charge.

Stocked items ship within 24 hours on working days — orders paid before 1 p.m. usually leave the same day.

Made-to-measure terrariums and racks have an individual lead time shown on the product page, usually 7–21 working days.

We do not ship live reptiles. Live food (crickets, roaches, larvae) is shipped only when temperatures allow, in insulated packaging and always by next-working-day courier.

During frost and heatwaves we suspend live food shipping and note this on the product page.

If possible, check the contents with the courier and file a damage report. It is not mandatory — just send us photos of the packaging and contents within 48 hours of delivery.

We review the claim within two working days and send a replacement or refund without waiting for the carrier procedure to finish.

We accept BLIK, payment cards, instant bank transfers (Przelewy24, Tpay), classic bank transfer and deferred payments through PayPo and instalments.

Cash on delivery is available with selected carriers and carries a surcharge shown at checkout.

Yes. The whole connection is encrypted (HTTPS) and payments are handled by licensed operators (Przelewy24, Tpay) on their own certified pages. We never store card data — it never reaches our servers.

We refund within 14 days of receiving the returned goods or proof of return, using the original payment method. Card refunds may take a further 2–5 working days to appear.

If the order was paid with a coupon or loyalty points, those return to your account.

Yes, that is our daily work. Tell us the species and how far along you are — we will match the dimensions, heating, lighting and substrate to the adult size of the animal and to your room conditions.

Our blog also has ready-made setups for the most popular species with exact temperatures and humidity figures.

Replace UVB sources every 9–12 months even if they still emit light. UV output falls far faster than visible light, and the animal shows no sign until metabolic bone disease appears.

Write the installation date on the fitting or in a calendar — the simplest way not to forget.

Yes. For terrariums and racks we supply glass, runners, vents, hinges and tubs; for electronics we stock probes, fittings and power supplies.

We handle manufacturer warranty and statutory claims entirely in-house — just send us a claim with your order number, no need to contact the manufacturer.

You have 14 days from delivery to withdraw from the contract without giving a reason. Report the return in your account or by e-mail, attach the withdrawal form and send the item to the address provided.

The product should be complete and used no more than needed to inspect it. Made-to-order products and live food are excluded.

On the login page click "Forgot password" and enter your e-mail. We send a reset link valid for 60 minutes. The new password must be at least 10 characters long.

If the message does not arrive, check your spam folder or contact us — we will verify your identity and help manually.

In your account under "Privacy" you will find buttons to export your data and to delete the account. The export arrives as a downloadable file; deletion is irreversible.

Billing data linked to issued invoices is kept for the period required by tax law even after deletion. That is a statutory obligation, separate from marketing consents, which you can withdraw at any time.