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Privacy and data protection

What information do we collect?

We collect information from you when you register on our site, place an order, or subscribe to our newsletter. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience: your information helps us to better respond to your individual needs
  • To improve our website: we continually strive to improve our website offerings based on the information and feedback we receive from you)
  • To improve customer service: your information helps us to more effectively respond to your customer service requests and support needs.
  • To process transactions: Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever without your consent, other than for the express purpose of delivering the purchased product or service requested.
  • To send periodic emails: The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
How do we protect your information? 

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. 

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology. That information is then encrypted into our Payment gateway provider’s database. This is only to be accessible by those authorised with special access rights to such systems, and
are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, keep track of advertisements, and compile aggregate data about site traffic and site
interaction. We do this so that we can offer better website experiences and tools in the future. We may contract third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf, except to help us conduct and improve our business.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone.

Do we disclose any information to outside parties? 

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Data Protection Act Compliance

Because we value your privacy we have taken the necessary precautions to be in compliance with the Data Protection Act. We will not distribute your personal information to outside parties without your consent. As part of the Data Privacy Protection Act, all users of our site may make any changes to their information at any time by logging into their control panel and going to the 'Edit Profile' page.

Your Consent

By using our site, you consent to our privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page, and/or update the Privacy Policy modification date below.  This policy was last modified on 21/08/2016

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Contact us

We are always delighted to talk to customers.  Hopefully you want to talk to say how good we are, but we are also happy to help resolve any problems you have or answer any questions.

email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
facebook: Rhinobeetle UK
Write: Rhinobeetle UK, 68 Northridge Road, Gravesend, DA125AY 

Finally if you want to leave an enquiry, make a suggestion or start a conversation please complete the enquiry form.

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Help

Usability problems

We hope our website is easy to use. We test it regularly but we dont have every laptop and every phone and tablet so there are bound to be some "glitches". Don't assume we know about the problem, let us know and we will fix it (see contact us page).

Anything else?

Contact us, phone us, email us. We love to talk to customers.

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Delivery issues

We want all of our customers to be delighted with our customer service. Please register and give us feedback, we will want to understand any bad experience you have had and put it right. 

Damaged goods

For legal and health and safety reasons we can only accept returns of products that are damaged. For obvious health and safety and hygiene reasons we are not able to accept return of live animals.

Non-arrivals

We use the method of delivery you have chosen. Be aware that postal services never guarantee anything, they only guarantee "best endeavours". In practice most arrive within the timeframe you asked for, but contact us as soon as you feel there is something wrong. We will have emailed you after it was shipped which gives you a starting point.

Returns of supplies and accessories

As with all companies we can only accept unopened and unused items. Post back to us is your responsibility. You dont need to use tracked, but it is your responsibility if it doesnt arrive.

Returns of animals (larvae/adults)

We spend a lot of time caring for our animals and ship them to you in our own design of transport containers and transport materials designed to keep them from damage and provide food and shelter during their travels. The vast majority of our orders arrive safely and live long lives. However, here is how we deal with the different rare things that go wrong -

  • An animal arrives dead: With the exception of Custom delays (see below) if you receive a dead animal please photograph it and send us the image (still in our containers) within a day or so . In this case we will refund or send a replacement.
  • An animal dies within a week of you receiving it: We are happy to accept liability for these deaths - probably due to damage in shipping, ie it was dying when it arrived. We will treat this as if the animal arrived dead and refund or provide a replacement.
  • An animal dies after a week of you receiving it: In this case the animal has become your responsibility. We value your custom and will try to help but cannot just refund or replace your animals. In particular we will try to help you identify why an animal has died, but sometimes they just do. This is no different with an elephant, dog, shark or something as small as a beetle. Where possible we will help as a matter of goodwill but each case will be treated individually without legal liability.

Customs and Postage problems

We are experienced and professional and we know how to safely and humanely ship them, but we cannot control Postal agencies and in particular Customs authorities. We pack animals securely and provide them with plenty of food for their journey. Even air travel isn't an issue but sitting around for weeks (or even days at unusual temperatures) obviously isnt helpful. We will let you know when we ship the goods and particularly for international orders the tracking at our end becomes very difficult and you need to let us know immediately if there is an issue. Usually together we can get blocked animals released quickly. Postal delays are our responsibility but Customs arrangements are always treated as a customer issue, not a supplier one. We will help where we can but the authorities will only talk to the importer (ie you) and not us. Similarly Customs rules and regulations vary from country to country and even state to state and we recommend you check your own local conditions before purchasing.

Address for returns

If you are clear that you are returning damaged goods, then please safely wrap the goods and return to us at:

RHINOBEETLE UK
68 Northridge Road
Gravesend Kent.
DA125AY

How to send returns

Please tell us the return is coming and enclose the following details with your returned goods:

Name:
Order Number
Your email address:
A contact telephone number:

If you cannot find the order number quickly don’t worry as your details will let us find out.

Refunds

We will refund money to the Paypal or bank account you provided on checkout. If you registered on checkout then you can login to retrieve your order numbers and also to leave an optional comment. 

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Rhinobeetle UK

 68 Northridge Road, Gravesend, DA12 5AY,UK
 

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