Swell ReptilesReviews of swellreptiles.com

My advice is to avoid using this company, at least from my experience. I placed an order of 6 x10 (60) frozen large (26g+) mice on 17/4/26, Grand total of £86.93 including £9.99 special delivery rate for frozen items. I was informed the same day that they had been picked, packed and despatched and were awaiting collection by the courier. There was SUPPOSED to be a tracking number, but none was provided. On 20/4/26 with no arrival I contacted the company. I tried phoning, but after a wait of 24 minutes, I gave up. I then used the contact form on their web-site to ask for a tracking number, and assurance that the mice should arrive frozen. All I received was an automated reply with a ticket to be responded to within 48 hours. On 22/4/26 the package arrived, with all 60 mice defrosted, and barely cold. It contained 2 pitiful empty dry ice packets. My experience is that using solid ice blocks is far more effective. I can only hope that the mice are safe to re-freeze and feed to my snake. I will never use this company again. Rubbish customer service and rubbish idea of packing frozen goods for transit. AVOID.

Honestly, this has been an absolute joke from start to finish. I ordered an Arcadia LumenIZE Pro UV Kit on 30/01/2026, paid for expedited shipping, and the unit arrived dead on arrival. I sent video proof, but Swell still dragged things out for weeks because they “had to test it themselves.” It wasn’t until 18/02/2026—after I chased them—that they finally arranged the exchange. The replacement arrived, worked for ONE DAY, and then died. Returned again on 20/02/2026. Their own tracking shows they received it on 23/02/2026, and I was assured the refund would be processed within 1–2 weeks. It is now 26/03/2026. Over a month later. No refund. No communication. No accountability. And every time I call, I get a different excuse. And now the best part: Today I’ve just been told that instead of my refund—which I have been chasing for weeks—they’ve magically decided to send another replacement item, even though I explicitly requested a refund. They only “arranged” this today, completely ignoring everything I've said up until now. No notification, no confirmation, nothing. Just quietly pushing through something I didn’t ask for, didn’t want, and shouldn’t have to deal with after two faulty products and a month-long refund delay. The level of incompetence here is unbelievable. Two dead units, endless delays, zero communication, and now they’re sending items I never agreed to—instead of giving me my refund. This has been one of the worst customer service experiences I’ve ever had. Avoid Swell Reptiles at all costs.

Customer service above and beyond Nathan was beyond helpful I cannot thank him enough for his customer service Thank you ! you are a credit to the company

Never order from this company. Nearly £40 for 10 mice and 10 rats which I only ordered as an emergency and they promised next day delivery for an extra £9.99. Nothing came the next day ,or the next day. I sent an email complaining. An email came back the following day apologising and saying she would look into it. Then another email came, saying the order would definitely come the following day, but surprise, surprise, still no delivery. Still waiting, so now I have demanded a complete refund, but have heard nothing.

I have had nothing but trouble with them. I ordered a vivarium and paid next day delivery - 3 weeks later it still hadn't arrived. I had been emailing and calling throughout this time, but was just told due to the Christmas rush things were taking longer. Eventually they told me it had been lost and sent out a replacement. Once received I wasn't happy with the quality so asked to return, which is within my rights. It took them over a week to forward me the relevant info to be able to return (after 3 calls and 2 emails). They received the return within 2 days, and I luckily had proof of this, but then it took them over 4 weeks to refund me, after many many phone calls, emails, promises to call back etc. I've spent literally hours on hold to this company, so much time wasted.

I have ordered many times in the past with no issue, however something seems to have happened recently. I placed an order on a Monday with standard delivery - nothing was received and no communication by the Friday so I emailed to chase. Suddenly received a notification from Fed-ex (nothing from Swell) that it would be with me the following Weds - 9 days after ordering. Upon delivery the terrarium I had ordered was damaged with the glass smashed, it was poorly packed and the box was damaged. I have since been trying to contact them, firstly for a replacement, now to get my money back. The online damages form does not work, so I have emailed and tried to call. Their phone lines are down and they have not responded to any of the 3 emails sent since the 2nd. Customer service is terrible. I will not be ordering again.

​I am appalled by the lack of customer care and adherence to UK Consumer Law from Swell Reptiles. I ordered live food before Christmas, but no tracking number was provided. Consequently, the package was left outside in the cold by Royal Mail without a knock. By the time I retrieved it, the cold had destroyed the order. ​Royal Mail has confirmed that Swell Reptiles needs to issue the refund to me and then claim the loss back from the courier. However, Swell is refusing to engage. I have offered undeniable CCTV footage and photographic evidence proving the delivery conditions and the state of the goods, but their support team ignores this proof and skirts around the issue to deny a refund.​Under the Consumer Rights Act 2015:​Risk in Delivery (Section 29): The goods remain at the retailer's risk until they come into the physical possession of the consumer. Leaving live food in freezing temperatures constitutes a failure to deliver goods of satisfactory quality. ​Fit for Purpose: The goods arrived dead and damaged and were not fit for the purpose for which they were sold. By taking payment and refusing to remedy a failed delivery, you are in breach of contract. I urge Swell Reptiles to view the evidence provided and process the refund immediately.

Ordered and paid for items for a next day delivery! never showed up, had a cheeky email after i asked for a refund saying your goods were delivered 3 days later, its not the point, if they dont refund, I will be contacting my bank for them to do a chargeback.