FAQs at The Incubator Shop

Covid-19: We're open as normal. NEXT-DAY DELIVERY still available. But we're working from home and have a reduced telephone service. Find out more.

Price Match Promise Free UK Delivery* on orders over £50

Orders & Delivery

What are my delivery options?

Delivery Options (England, Wales & parts of Scotland)

Delivery times Delivery charge (orders under £50) Delivery charge (orders over £50)
UK Standard Delivery Within 5 working days £4.00 Free
UK Next working Day  Order by 2pm Monday – Friday to receive the order the next working day. £6.00 £4.00
UK Next working Day Before Noon

Service currently unavailable

- -
UK Saturday Delivery Order by 2pm on Friday to receive the order on a Saturday £15.00 £15.00

*Postcode restrictions apply, if you cannot see Next Day as an option at the checkout, then your postcode may be ineligible.

Please note: Next Working Day, Next working day Before Noon and Saturday Special delivery is not available on deliveries to AB, BF (all), HS (all), IM (all), IV (all), KA, KW (all), PA, PH, ZE (all) and some BT postcodes. Orders being delivered to the above postcodes will be delivered within 2-3 working days.

Delivery to  Delivery times Delivery charge (orders of any vaule)
Northern Ireland, Northern Scotland, Scottish Highlands & Offshore Islands. Delivered within 2-3 working days £6.00
Republic of Ireland Within 3 working days  £10.00
Channel Islands within 3 working days  £20.00 Surcharge (for orders over 2kg)

Deliveries to the Channel Islands can be very difficult and expensive, due to the different customs tariffs and tax rates employed there. Therefore, to cover our expenses and administration, a £20 surcharge will be applied to all Channel Island orders that weigh over 2kg.

 

Important Information!

Here at The Incubator Shop, we believe in offering the fairest and most competitive shipping rates. Since we only operate within the U.K. and Ireland, we have been able to negotiate the best possible rates with DPD and Royal Mail. There's no such thing as a free delivery, since the postman needs wages too! But for all orders over £50, we completely subsidise your delivery costs which enables us to offer a FREE delivery service to England Wales & parts of Scotland.

If you order on a Friday (or a Thursday after 2pm) be aware that the item will arrive Monday. Similarly, if you order on a Sunday, don't expect the parcel Monday... we'll need time to pack it! Weekend orders on a 'Next Working Day' service will arrive with you on Tuesday. For more information on delivery time scales please see below; “When will my order arrive”.

I'd like to place an order.

NEXT-DAY SHIPPING AVAILABLE on all orders placed before 2pm. Orders placed after 2pm will arrive the day after next.

However, we're following government advice regarding social-distancing. Our technical team are working from home and cannot take incoming calls.

We can only take online orders at this time.

If you're having trouble placing an order online and need help. Use the contact us button below and we'll get back to you.

 

Next- working Day services are STILL AVAILABLE.

There are currently no delays with our next-working-day deliveries. All incubators and items over £50 are sent with DPD who are still operating normally. But some smaller items sent with Royal Mail are experiencing 1-2 day delays in some parts of the UK. So our 5-working-day service may take up to 7 working days. To avoid this, please select next-working-day at checkout. 

However, next-working-day-before-midday services are currently unavailable. We are unable at this time to offer a next-working-day-before-midday delivery option.

The only exceptions to the above are for items that are out of stock. If an item is out of stock, delivery times can vary, based on availability from the manufacturer

We offer several different delivery options for orders - See our delivery options here.

When will my order arrive?

Check out our delivery time table below

Next Working Day & Next Day Before Noon – When will it arrive?

If you order on  It will be dispatched  Expected Delivery Date 
Monday - Thursday Before 2pm  Same Day  Next Working Day (Tuesday-Friday) 
Thursday After 2pm  Friday  Monday 
Friday Before 2pm  Same Day  Monday 
Friday After 2pm  Monday  Tuesday 
Saturday & Sunday  Monday  Tuesday 

 

Standard Delivery – When will it arrive?

If you order on  It will be dispatched  Expected Delivery Date 
Monday - Thursday Before 2pm  Same Day  Within 2-3 working days from receiving your dispatch email 
Thursday After 2pm  Friday  Within 2-3 working days from receiving your dispatch email 
Friday Before 2pm  Same Day  Within 2-3 working days from receiving your dispatch email 
Friday After 2pm  Monday  Within 2-3 working days from receiving your dispatch email 
Saturday & Sunday  Monday  Within 2-3 working days from receiving your dispatch email 

*Please note estimated shipping times include processing time and are calculated from the date the order is placed.

**Exceptions to the above timetable are possible due to bank holidays.

Do you ship outside of the UK?

Sorry, but due to unprecedented demand and complications due to the Covid-19 pandemic, we cannot currently ship outside of the UK.

The only exception is Ireland (Eire). For orders to Ireland, simply add any item to the basket to obtain a precise shipping quotation.

I have a question before I place an order.

We understand that you may need some extra information before you place your order.

Here are several common questions with links to help you get the answer...

If I order now, when will it be delivered?

NOTE: Covid-19 is NOT affecting our delivery times.

Orders placed before 2pm are dispatched the same day, orders placed after 2pm are dispatched the next weekday (Monday to Friday).

We do not dispatch on weekends. Weekend orders are dispatched on a Monday. 

At the Checkout, you can choose the delivery option you need. Next-working day deliveries are available for most UK destinations.

Can you help me choose an incubator?

Yes we can! Just click the contact us button below.


If you still need help, click 'Contact Us' and one of our team will be back with you ASAP.

Note: Please clearly state your question(s) so that our team can help you faster. 

There's a problem with my order.

Our number one priority is customer service and support. If there's a problem with your order, let us know immediately and we'll get right back to you with a solution.

Due to current restrictions regarding social-distancing, our technical team are working from home and cannot take incoming calls.

But, if you use the Contact Us button below, you'll be able to explain the problem you're having and we'll get back to you with help.

What if items are out of stock?

Over the past couple of weeks, we have experienced a higher-than-usual volume of sales across many of the most popular product lines.

Whilst we're having no trouble getting our items out the door, many of our manufacturers are struggling to produce new items quick enough to meet the current demand. But, as the exclusive UK distributer of Rcom incubators, and the largest UK retailer of Brinsea incubators, we're in a unique position to get the stock first.

So, if a particular item is out of stock, just chose 'Reserve Item' to add the item to your basket and checkout as normal. We'll dispatch it as soon as it's back in stock (usually just a few days).

If you don't want to reserve and pay for an item, why not join our waiting list? Just enter your email address on this page and let us know the item you need. We'll email you as soon as it's back in stock.

If you'd like an accurate delivery estimate for any out-of-stock item. Just use the 'Contact Us' button below.

If I order on a Friday and select ĎNext working dayí delivery, will it arrive Saturday?

Saturdays are not classed as a working day. All next day deliveries will arrive Monday-Friday and will not arrive on a Saturday. If you order on a Friday (before 2pm) and select ‘Next working day’, the order will arrive on Monday. If you wish for an item to be delivered on a Saturday, please ensure you select the Saturday delivery option at the checkout.

What courier do you use?

We use two different companies to get your orders to you; Royal Mail which is an untracked service, and DPD Local, which is a tracked service. The courier we choose will depend on the size and value of the order you place.

We use Royal mail for smaller items - if your order is under £50 and weighs less than 2kg, it will be sent with Royal Mail. We use DPD for the larger orders - if your order is over £50 and weighs more then 2kg, it will be sent with DPD.

Of course, all orders requesting Next Working Day, Next Working Day Before Noon or Saturday Special delivery are sent with DPD. 

How do I track my order?

Depending on how we’ve sent your order depends whether you can track your order.

If your order has been sent with DPD there will a tracking link on the dispatch email you will have received from us.

If your order has been sent with Royal Mail sadly you cannot track the order, but don’t worry if you’ve already had your dispatch email then it should be with you within 2-3 working days of receiving that email.

My order hasnít arrived

Please double check the delivery option you selected, cut off times for ordering, and the date by which it should have been delivered. You can check delivery timescales below.

Next Working Day & Next Day Before Noon – When will it arrive?

If you order on  It will be dispatched  Expected Delivery Date 
Monday - Thursday Before 2pm  Same Day  Next Working Day (Tuesday-Friday) 
Thursday After 2pm  Friday  Monday 
Friday Before 2pm  Same Day  Monday 
Friday After 2pm  Monday  Tuesday 
Saturday & Sunday  Monday  Tuesday 

 

Standard Delivery – When will it arrive?

If you order on  It will be dispatched  Expected Delivery Date 
Monday - Thursday Before 2pm  Same Day  Within 2-3 working days from receiving your dispatch email 
Thursday After 2pm  Friday  Within 2-3 working days from receiving your dispatch email 
Friday Before 2pm  Same Day  Within 2-3 working days from receiving your dispatch email
Friday After 2pm  Monday  Within 2-3 working days from receiving your dispatch email 
Saturday & Sunday  Monday  Within 2-3 working days from receiving your dispatch email 

If it's before the advised delivery date above, then it’s on its way. If it's after 9pm on that date, then it’s late.

If your order is to be delivered by DPD please check your tracking information, you can track your order by clicking the tracking link on your dispatch email.

If your delivery date has passed, or if you have further questions or problems with your delivery please contact us. 

How do I cancel my order?

Wish to cancel an order? No problem, please contact us using the 'Contact us' button below and fill out the contact form and someone from our team will be in touch to help with your request. Please be aware that all orders placed before 2pm are dispatched throughout the day, so keep in mind that we may not always be able to complete your request if your order has already left our warehouse.

Iíve ordered the wrong item or I've changed my mind. How do I change my order?

Wish to edit your order, add or remove an item? No problem, please contat us using the 'Contact us' button below and fill out the form and someone from our team will be in touch with the next steps on how to change the order. Please be aware that all orders placed before 2pm are dispatched throughout the day, so we may not always be able to complete your request if the order has already left our warehouse.

Iíve entered the wrong address. How do I change it?

If you have entered the wrong address, we can easily change it for you. Please fill out the contact form using the 'Contact us' button below and someone from our team will confirm the change of address on your order.

Please be aware that in some circumstances we may be unable to change the address. If the order has already been dispatched, we cannot change the address and you will have to contact the courier to request a change of address once you receive your tracking information. All orders placed before 2pm are dispatched the same day, throughout the day (Monday-Friday). We may also be unable to change the delivery address on orders if the order value is over a certain value for security reasons.

If you have any questions or are unsure of anything regarding your delivery address, please contact us using the form below.

Thereís an item missing or damaged. What do I do?

If you believe you have an item missing from your order, or an item has arrived damaged, please fill out the contact form below using the 'Contact us' button. Please try and fill out each section the best you can - the more information we have, the better and the quicker we can get it resolved.

As soon as we receive the form, we will contact you to let you know the next steps.

Can you send me a receipt or invoice?

Can’t find your invoice or receipt? You should have received one as part of your order confirmation email.

If you can’t find the email or don’t think you received it, double check your spam/junk mail. If you still can’t find it, please contact us using the 'Contact us' button below and we will get your invoice sent over to you as soon as possible.

Are you a shop? Can I collect?

We are an online shop, and like many online shops, we do not have a physical retail shop in which customers can visit or collect from. There is no public access permitted to our premises and we cannot accept any public visitors. This means sadly, we cannot allow customers to collect orders.

Can I cancel or edit my order?

Note: Cancellations cost us time and money. Please think carefully before cancelling your order. We're a family business and we're working at full capacity due to the Covid-19 pandemic. If you're unsure whether you need an item, please don't buy it as it could be sold to somebody in more need than you.

If you later have to cancel an order, we then need to take the time to find it, unpack it and re-stock it. This takes lots of time and energy that could be better spent serving other customers. We ask everyone to be considerate at this difficult time.

If you really need to edit or cancel your order, you are welcome to do so. Just use the "Contact Us" button below. Refunds can take up to 48hrs. Please ensure you fill-in all the fields to avoid any delays to your refund.

You'll need to tell us by 10am. After that, we'll have already paid DPD for the collection and it will be too late to make any changes.

If you've already received your order and wish to change or cancel it, see our returns & refunds page.

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