Privacy & terms
What this account is
Your T&A Reptiles & Rodents customer account lets you order online for pickup or delivery, see your orders and receipts, and save your delivery details.
Your customer number
Every customer gets a customer number (like C‑1042). It's shown on your profile, your orders, your receipts and invoices, and our emails, so you can quote it if you contact us. If you also shop with us in person, your in-store and online records share the same number. If we find you have two records with us, we may combine them into one, and your old number will still find you.
What we collect
Your name, email address and password (stored securely, never readable by us), plus anything you choose to add: phone number, delivery town, delivery address and notes, and your email/SMS preferences. We also keep a record of your orders, payments, any store credit, and any notes you leave on an order.
How we use it
Only to look after your orders, pickups and deliveries, to contact you about them, and to send the updates you've switched on. Account emails (like password reset codes and account requests) are always sent. You can change your other notification choices any time under Notifications.
We never sell or share your details
We will never sell, rent or share your personal details with anyone for marketing. Our emails are sent through a secure email delivery service, which only receives what's needed to deliver each email.
Ordering & payment: Accepted payments
We currently accept cash and PayID only. More payment options will be added in the future.
Ordering: When your order is confirmed
Placing an order online is a request. It isn't confirmed until we accept it. If stock changes, we may adjust quantities or decline the order, and we'll email you either way.
Ordering: Ready and preorder items
Items we have in stock (ready) can be sent first, and preorder items follow when they arrive. Preorder arrival dates are estimates, not guarantees. Any ETA we give (for preorders, stock arrivals or deliveries) is a rough estimate only, not a guaranteed delivery date. Please don't rely on it, as it may change without notice.
Changes, cancellations & refunds
You can change or cancel your order for free until it's packed. After that, please contact us and we'll do our best to help. Refunds go back the way you paid or as store credit.
Delivery & pickup
For deliveries, someone needs to be home, or leave us a safe spot in your delivery notes. Once your order is delivered or collected, the items are your responsibility. If something is missing from your order, or you received the wrong item, please let us know within 24 hours using the Report a problem button on your order. We'll send the correct item with your next delivery or pickup at no extra cost. If it's out of stock, we'll offer store credit or a refund. You may keep any wrong frozen items, as we can't restock them once they've left us. We check every order before it goes out, and repeated claims may be reviewed.
Uncollected pickups
Once your order is ready for collection, we'll hold it for 7 days. If we haven't heard from you within 7 days to arrange a pickup, the order is cancelled and the items go back into stock. If you've made any payments, we'll contact you to arrange a refund.
Delivery area & fees
We deliver to selected areas. Delivery fees may apply and will be shown on your order. Delivery days and times are estimates, not guarantees. We're also working on delivery packages, which may include fees and charges. Details will be shared at a later date.
Missed deliveries
If nobody is home and there's no safe spot in your delivery notes, we'll take your order back and contact you to rearrange. Frozen items won't be left anywhere they could thaw. A re-delivery fee may apply. If we can't arrange a new delivery or pickup within 7 days, the uncollected pickups rule above applies.
Frozen products
Our frozen products stay frozen until they reach you. Please put them in the freezer straight away. Thaw them safely before feeding, and never refreeze anything that has thawed. Once frozen items have been delivered or collected, we can't replace or refund them because of how they were stored or thawed.
Discounts & offers
The welcome offer can be used once per new account. Offers can change or end at any time, and we decide how offers combine on an order.
Store credit
Store credit has no cash value, can't be transferred to someone else, and is used on future orders.
Our right to refuse orders
We may decline or cancel any order at our discretion, for example if stock isn't available, a price is wrong, or there's been repeated non-payment or misuse. If we cancel an order you've paid for, we'll refund you.
Keeping your account safe
After 5 wrong passwords your account is paused for 5 minutes. After 5 more it's locked until we unlock it for you — this stops anyone guessing their way in.
Deactivating your account
You can ask us to deactivate your account from your profile at any time. Once we approve it you can't sign in, and your email, phone and address are hidden from our customer lists. Your name only shows as your first name and last initial. Nothing is erased: your details are kept securely on file, so if you change your mind just reach out and we'll reactivate your account with everything restored.
Permanently deleting your account
You can also ask us to permanently delete your account from your profile. Once we approve it, your name, email, phone, address, login, cart, saved details and order history are erased for good. This can't be undone. Nothing can be recovered and the account can't be reactivated. We keep only the sales amounts our business records need, labelled with your customer number (for example "Deleted customer C‑1042") and no details that identify you. We'll email you to confirm either way.
About us
We're a small business based in mainland Australia, and we mostly reply after hours, so please allow a little time for a response.
Changes to these terms
We may update this page from time to time. The version shown when you place an order is the one that applies to it. Nothing here affects your rights under Australian Consumer Law.
Questions? Want to deactivate, delete or reactivate your account? Use the options on your profile, or just email us at t.a.reptiles.rodents@gmail.com.