We want you to be 100% satisfied with your entire shopping experience from order to delivery. To assist, we’ve gathered all the information you need in this one area of the website.
To help you get started simply click on any heading below for full details, it’s all pretty standard stuff designed to give you a great shopping experience; in a safe secure environment.
Our Promise Click to Open/Close
Our Promise to You is our lifelong commitment to offer fantastic products, at great prices all backed up with brilliant service.
We were founded, and indeed our whole purpose of being is to give wildlife the help it needs to live and flourish in our gardens. We will always ensure that every item we make available for sale has been thoroughly tested fit for purpose, safe and to ensure it’s built to a standard that gives you real value for money.
Our Promise is as much about the little things that add up to a lot; like expert impartial advice, the time taken to talk about your garden and experiences. A company who share your ethics, who ensure bringing products to market does no harm to wildlife elsewhere and of course, the confidence that you’ve purchased the right product and one that will last.
This is why we give you a full 45 days during which if you are unhappy for any reason you can call us to arrange a return and we will replace the item or issue a full refund for the price you paid for the item.
Our Promise and guarantee is in addition to your statutory rights.
Making a Purchase Click to Open/Close
Making a purchase couldn’t be easier. Just browse our shop and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept most debit and credit cards through our secure payment terminal but if you prefer we continue to accept orders by telephone, fax, email and post. We do not charge for any item until it is despatched.
Web Accounts Click to Open/Close
A web account gives you access to your full order history, whether placed by web, telephone, email or even in person. You can see your account, in full, exactly as we see it.
You can completely manage your account- including editing your name and billing details, adding, editing and deleting multiple delivery addresses. You can add and amend Special Instructions i.e. Please deliver on Friday, Leave in front porch, etc.
You can also securely add, save and edit payment details to benefit from ‘1-Click’ ordering; saving you time and hassle. You can also place orders from PC’s other than your own (e.g. work, tablet devices, smart phones, etc) and you will not have to re-key your payment details providing you with a further level of security.
We pack and despatch all standard retail orders* placed by 3pm Monday to Friday on the same day, using a 24-hour carrier service. For example an order placed on Monday lunchtime will be shipped the same day for delivery by 6pm on Tuesday.
We hold very large stocks of accessories in our warehouses and mix fresh food daily on our premises. This ensures we are able to despatch all standard retail orders* promptly. In the highly unlikely event we are unable to send your order we will contact you. Your card will not be charged until goods are despatched.
Orders are sent via either UK Mail or DPD and to ensure prompt first time delivery, goods can be left without signature, if you instruct us so.
*Non-standard retail orders include... (see relevant tab below for full details)
Environmental & mitigation products
Certain Scottish postcodes and UK Islands
Delivery Charges Click to Open/Close
*Standard delivery is a free next day service on retail orders of £25.00 and above, to a single address within mainland England, Wales, Scotland & Northern Ireland, with a small number of exceptions +
+Please note our carriers impose a minimum surcharge of £5.99 to deliver to the Isles of Wight & Scilly, and a £7.50 surcharge to deliver to the following postcodes : HS, IV41-51, IV55-56, KA27-28, KW15-17, PA41-49, PA20, PA60-78, PH42-44, PH60, ZE, IM, JE, GY. Some deliveries may take up to 3 days due to the carrier network coverage and service availability, and you will find a full list of those areas under the Delivery schedule section below.
+Handling Charges- Some heavy and fragile products require special handling and shipping, in these few instances an additional charge will be made to cover the cost. Any additional shipping or handling charges will be clearly marked on the product prior to purchase. No goods will be despatched without your consent.
All Live Food (including Mealworm Food) is sent direct from the Live Food farm with free delivery and is not counted in your shopping basket.
Orders below £25.00 will be subject to a £3.95 delivery charge.
We are sorry we are unable to deliver outside the UK. Please note that all delivery charges will be calculated and displayed clearly in the checkout area.
No Signature Required. Our carriers will accept Special Instructions to leave goods at a designated location, at the purchasers own risk without signature.
Delivery Schedule Click to Open/Close
We despatch standard* retail orders placed by 3pm from Monday to Friday the same day, on a next day delivery service. For example an order placed on Monday morning will be shipped that day for delivery by 6pm on Tuesday. An order placed after 3.00pm on Friday will be delivered by 6pm the following Tuesday.
Our carrier's normal delivery service is Monday to Friday (excluding public holidays) between 8.00am - 6.00pm. Special delivery arrangements i.e. AM or Saturday deliveries can be arranged and will be charged to you at cost, please phone us for details.
Due to the carrier network coverage & service availability, goods despatched to the following postcodes may take up to 3 days to deliver: AB36-38, AB55-56, G63, HS1-9, IV3-28, IV30-32, IV36, IV40-49, IV51-56, IV63, KA27-28, KW1-17, PA20-50, PA60-78, PA80-88, PH19-26, PH30-44, PH49-50, ZE1-3.
Ark Environmental products are sent free delivery on a 3-5 day service. Next day delivery can be arranged and will be charged to you at cost, please phone us for details.
Certain orders for small items weighing under 1kg may be sent 1st Class via the Post Office at the discretion of the company. Please allow up to 3 days for delivery of these items.
All Live Food (including Mealworm Food) is sent direct from the Live Food farm with free delivery and is not counted in your shopping basket. Live Food orders received by 2pm are despatched same-day via Royal Mail. Orders received after 2pm are despatched the next working day. Please allow up to 3 days for delivery of these items.
* Please see Delivery charges section for full details.
Non Delivery / Incorrect Items Click to Open/Close
You can expect to receive your goods normally within 24-hours Monday to Friday (excluding public holidays). A few items such as Live Food may take up to 3-days and Ark Environmental products 3-5 days.
Non-Delivery If you do not receive your goods on the expected date please call us immediately. You must report non-delivery or lost goods within 10-days of the date of order. Goods left without signature are at the purchasers own risk. We cannot accept responsibility for goods outside of these terms.
Incorrect Items We take great care packing your order but mistakes do happen. Please inspect all delveries immediately to ensure you have received the items you ordered. Any errors must be notified to us within 7-days by telephone. We will arrange for collection and replacement of the incorrect items at your convenience. Please note all returned items must be unopened and in their original condition.
Your privacy is of the utmost importance to us and we explain below how we implement that across our business.
Privacy Click to Open/Close
We will NEVER disclose your information to any third parties other than for goods delivery purposes. In this case, the third party will not disclose any of the details to any other third party.
Data collected by this site is used to:
a. Take and fulfil customer orders
b. Administer and enhance the site and service
c. Send you catalogues, emails and special offers (opt in / opt out)
d. Only disclose information to third-parties for goods delivery purposes
We are committed to protecting your privacy. We will only use the information that we collect lawfully in accordance with the Data Protection Act 1998 and PCI DSS requirements.
If you have any questions/comments about privacy, please email firstname.lastname@example.org
If you do not want us to use your information in this way, please contact us by telephone, email or post and we will comply with your wishes.
Internet and Credit Card Security Click to Open/Close
We realise how important it is to securely store any information you provide for us. We therefore maintain the security of our site with high level SSL encryption technology. You can tell when a page is secure because it displays a ‘https’ in place of the normal ‘http’ in the address bar in front of www.arkwildlife.co.uk. You will also see the little padlock in the browser window. We have applied the most advanced security software and technology currently available for online transactions and will keep this up to date at all times. You can therefore rest assured that we take your privacy, personal details and security of payment very seriously indeed.
Payment details are not stored and are sent back to us in token form. In the payment area you will see the ‘padlock’ (Click the address bar in Mozilla) symbol indicating a secure site and by clicking on the padlock more detailed security information will be revealed.
If you have any further queries or questions please e-mail us at email@example.com; or telephone us on 0800 085 4865.
Our site is verified by:
To give you more confidence shopping online with Ark Wildlife we have introduced Verified by Visa and Mastercard SecureCode, commonly known as 3D secure payments. To use this service you must register your card with the bank that issued the card. You can also register it during the checkout process.
• Visit the Verified by Visa website
• Visit the Mastercard SecureCode website
Please Note: Your 3D secure password will be different from your website Login password and we do not have access to it even if you register your card through this site.
Promotional Codes and Voucher Codes
Anniversary Gift Codes, Voucher Codes and Gift Vouchers Click to Open/Close
Anniversary Gift Codes, Voucher Codes and Gift Vouchers can be redeemed at Ark Wildlife online, by phone and in person (subject to website terms and conditions). They may be exchanged for goods of a price higher than the value of the voucher on payment of the difference. Gift Vouchers and exclusive Voucher Codes are valid for 12 months from the date of issue. Anniversary Gift Promotional Codes will expire on the last day of the third month following the month of issue. i.e. January Anniversary Gift Codes will expire after the 31st March. Anniversary Gift Codes, Voucher Codes and Gift Vouchers cannot be exchanged for cash or refunds.
Anniversary Gift Codes, Voucher Codes and Gift Vouchers are restricted to a single code to be redeemed in any one transaction regardless of the value of goods online, by phone or in person.
If any item purchased with an Anniversary Gift Code, Voucher Code or Gift Voucher is subsequently exchanged for an item of a lower price or refunded, any money owing will be held on credit for future use or by issue of a new code.
Anniversary Gift Codes, Voucher Codes and Gift Vouchers should be treated as cash. They are not cheque guarantee, credit or charge cards. Ark Wildlife cannot accept liability for lost, shared or stolen codes.
Ark Wildlife reserves the right to amend the terms and conditions of Anniversary Gift Codes, Voucher Codes and Gift Vouchers at any time and to take appropriate action, including the cancellation of the code without notice, if at our discretion, it considers such action necessary. This does not affect your statutory rights.
Anniversary Gift Codes are issued at the discretion of Ark Wildlife and no guarantee of availability is made. Furthermore anniversary promotions may be permanently withdrawn at any time at the discretion of the company.
Terms and Conditions
Terms and conditions are a legal requirement for all businesses and can appear a bit complicated and sound rather formal. However, you can rest assured that we comply with all regulations, follow best practice and provide you with better than statutory rights because we share your passion for the environment, nature and garden wildlife in particular.
Returns and Quality Promise Click to Open/Close
If you wish to return an item please contact us by phone on 0800 085 4865 or email us at firstname.lastname@example.org explaining the reason for return and we will issue a returns reference and advise the best way to proceed. You will need to wrap the package securely and send it complete with all original packaging and instructions to:
Ark Wildlife Limited (Returns), Dog Kennel Farm, Charlton Road, Hitchin, Herts. SG5 2AB.
Please do not return any goods without an approved returns reference for your protection.
This returns policy does not affect your statutory rights.
Defective/Damaged Items Click to Open/Close
If you receive a defective item please contact us on 0800 085 4865 to enable us to resolve any issue.
We take great care packing your order but damage in transit can happen. Please inspect all deliveries immediately to ensure your goods are correct and undamaged. Please notify us of any issues within 7-days on 0800 085 4865.
Cancelling an Item Click to Open/Close
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 14 working days, beginning the day after the delivery date and the goods must be returned to us unopened and in their original condition. If you decide to cancel, please follow the instructions under Returns and Quality Promise section. This applies to all our products.
Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we arrange for the items to be collected we will deduct the cost of doing so from the amount refunded. As soon as we receive notice of your cancellation of this order, we will refund the purchase price for that item within 30 days.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.legislation.gov.uk/uksi/2013/3134/contents/made.
Stock Click to Open/Close
We hold large quantities of stock in our warehouses for all advertised accessories to ensure availability to despatch goods within the quoted time. We additionally blend and bag fresh food daily to ensure its quality and for maximum nutritional benefit for your birds and wildlife.
In the unlikely event of a delay in sending your goods we will advise you by email or telephone and the product will be despatched as soon as possible.
Description of Goods Click to Open/Close
We select, test and make available for sale all the best food and accessories for garden wildlife.
Straight seeds, peanuts and mixes being natural products will vary in size and colour depending on the growing conditions. We source all food based on the following criteria a) Safety, b) Quality, c) Locality. This means all food must be certified safe for animal feeding (often to human grade), then we source a quality that offers significant nutritional benefit and then source the food as locally as possible. Please Note: The bulk of all bird food sold is made up of peanuts and sunflower hearts or their derivatives which cannot be grown in the UK.
Accessories and habitats are sourced from many different manufacturers and while we work closely with them in product development, they may occasionally change specifications or withdraw items without notice. Therefore all photos and descriptions in our website, catalogues and advertisements are for illustration purposes only; exact specifications and colours may vary and items may be withdrawn.
The terms and conditions apply to all transactions with Ark Wildlife Limited and by placing an order with us, you are agreeing to accept these.
Please note our terms and conditions can potentially change at any time, and it is up to you to check these regularly before ordering products in case there are any changes. On occasion, we reserve the right to refuse or cancel any unprofitable accounts or orders placed with us.
If you have any queries relating to our terms and conditions, please contact the Customer Service team before placing an order.