How to place an order
- Add products to the cart. You can compare them within a category or use the search box — it also matches catalogue numbers and EAN codes.
- In the cart check quantities and any discount code, then go to checkout.
- Enter delivery details. You can order without an account, but with one you see your order history and can report a return faster.
- Choose a delivery and payment method. For a parcel locker, select the specific machine on the map.
- If you need a VAT invoice, tick the option and enter the VAT ID before confirming — a number cannot be added once the document has been issued.
- Accept the Terms and confirm the order. The confirmation e-mail arrives within a few minutes; the contract is concluded when you receive it.
No confirmation? Check your spam folder and the e-mail address you entered, then write to us — we can find the order by phone number.
Changing or cancelling an order
Write as soon as possible to shop@reptishop.pl quoting the order number. As long as the parcel has not been packed we can change its contents, the address or the delivery method. Once it has been dispatched, the route is a return under the right of withdrawal.
Tracking a parcel
- When the parcel is handed over you receive an e-mail with the tracking number and a link to the carrier.
- The number is also in your customer panel, in the Orders tab next to the order.
- The carrier's status usually appears within a few hours of dispatch — before that the number may still be inactive.
- Parcel locker: the pickup code arrives by SMS and in the carrier's app. The parcel normally waits 48 hours.
- Parcel not delivered on time? Write to us with the order number. We file the claim with the carrier, since the transport contract is ours.
How to return goods
You have 14 days from receiving the parcel to withdraw from the contract without giving a reason.
- Report the return in your customer panel (Orders, open the order, Report a return) or write to shop@reptishop.pl.
- Fill in the model withdrawal form — not obligatory, but it speeds up settlement.
- Pack the complete item with its accessories and send it back within 14 days of reporting. The buyer bears the return cost.
- We refund within 14 days of receiving your statement, using the same payment method.
The full procedure, exceptions and complaint rules are on Returns and warranty.
Getting an invoice
- When ordering: tick the invoice option at checkout and enter the VAT ID and company details. We send the invoice by e-mail once the order is processed.
- Where to find it: in the e-mail and in your customer panel next to the order.
- Forgot to enter the VAT ID: write to us right after placing the order. If the document has not been issued yet we will correct the data. Once a receipt without a VAT ID has been issued, Polish law does not allow an invoice with the buyer's VAT ID to be issued against it.
- Corrective invoice: issued after an accepted return or complaint; it arrives by e-mail without a separate request.
Choosing the right equipment
If you are unsure what to buy, tell us the species, the enclosure dimensions and whether the room is heated. We will put a set together. The rules below prevent the most common mistakes.
UVB lighting
- UVB output is matched to the species and the distance from the source, not to the size of the enclosure. Desert species such as bearded dragons need a higher UV index than forest species such as crested geckos.
- UVB tubes lose output while still producing visible light. Replace them as the manufacturer recommends, usually every 6–12 months, and note the installation date.
- Mesh absorbs a significant part of the UVB. If the lamp sits above mesh, the distance to the animal has to be shortened accordingly.
Heating and thermostats
- A heat mat or emitter always runs with a thermostat. Without one there is no temperature limit — the most frequent cause of burns, equipment failure and rejected complaints.
- Place the thermostat probe where the temperature is to be controlled: for a mat, on the substrate in the heated zone; for an emitter, in the basking zone.
- Plan a gradient: a warm zone on one side, a cooler one on the other, so the animal can choose.
- Match the wattage to the volume and room temperature. An oversized emitter in a small enclosure dries the air instead of warming it.
Humidity
- For humidity-dependent species use a misting system with a hygrostat or timer rather than spraying by hand once a day.
- Constant high humidity requires ventilation; without it the substrate moulds.
- Check the ingress protection rating of devices installed in the misting zone.
Racks and terrariums
- Give us the room dimensions and the height you want for the top shelf — we also build racks in non-standard sizes.
- Made-to-measure goods are not covered by the right of withdrawal, so we confirm the specification in writing before production starts.
- To quote pallet transport we need the postcode and whether a tail-lift vehicle can reach the address.
Account and password
- Forgotten password: use the password recovery link on the login page and enter your e-mail. The reset link is valid for 60 minutes.
- Changing details: in the Profile and Addresses tabs of your customer panel.
- Data export and account deletion: in the Privacy tab. Data from issued invoices is kept for the period required by tax law — a statutory obligation independent of consents.
- Newsletter: unsubscribe using the link in the message footer or by writing to us.
Contacting us
- E-mail: shop@reptishop.pl — we reply on business days, usually the same day.
- Phone: +48 883 032 695, Monday to Friday 8:00–16:00 CET.
- Categorised contact form: Contact. After sending it you receive a case number worth quoting in further correspondence.
- Personal pickup and on-site returns: ul. Hodowlana 5, 05-870 Błonie, Poland, during service hours.
- Wholesale: the B2B page. Affiliate cooperation: Affiliate programme.
Recurring questions are also collected in the FAQ.