Buyer FAQ

Do I need an account to browse?

No, you can browse all listings without an account. However, you'll need to create a free account to make purchases, save favourites, or message sellers.

Is there a minimum age to use FragSwop?

Yes, you must be at least 18 years old to create an account and make purchases on FragSwop.

Can I buy if I live outside the UK?

Currently, FragSwop only supports buyers with UK delivery addresses. We do not ship internationally.

What payment methods are accepted?

We accept payments through Stripe, including credit cards, debit cards, and other methods Stripe supports. Your payment details are never stored on our servers.

Is there a minimum order amount?

Yes, the minimum order amount is £10.00.

Why am I being asked for 3D Secure authentication?

3D Secure is an additional security layer required by your bank to verify certain transactions. This helps protect against fraud. Simply follow the prompts to verify with your bank.

Can I pay with PayPal?

Currently, we only accept payments through Stripe. PayPal is not available at this time.

What happens when I win an auction?

When an auction ends and you're the highest bidder, you'll receive a notification to complete the purchase. Payment must be made within 48 hours, after which the seller will ship your item.

How long does shipping take?

Shipping times depend on the seller's dispatch time and delivery method. Most live livestock is sent via next-day delivery. Check the listing for specific shipping information.

What is a weather hold?

Weather holds pause shipping when temperatures are unsafe for live animals (below 3°C or above 28°C). This protects your animals during transit. See our Shipping Information page for details.

Can I choose my delivery date?

This depends on the seller. Some sellers offer scheduled delivery dates. Contact the seller through messaging to arrange a specific delivery day if possible.

What if I'm not home for delivery?

For live animals, it's crucial to be home. If you miss a delivery, the package may be left with a neighbour, at a collection point, or require redelivery. The longer animals are in transit, the higher the risk of mortality.

Can I collect from the seller?

Some sellers offer collection. Look for "Collection Available" on listings or message the seller to ask.

What if my animal arrives dead?

If an animal is dead on arrival, you have 2 hours from delivery to file a DOA claim. Take photos immediately and submit through your order page. See our DOA Protection guide for full details.

Why is the DOA window only 2 hours?

The 2-hour window ensures claims relate to transit issues, not problems after acclimation or in your tank. It's important to open packages immediately and document any issues right away.

What if the animal dies after 2 hours?

Deaths occurring after the 2-hour window are generally not covered by DOA protection, as they're more likely related to acclimation or tank conditions. However, you can still contact the seller to discuss the situation.

What if I received the wrong item?

Contact the seller immediately through messaging. If you received the wrong species or item, you're entitled to a refund or replacement. Keep the animal safe while you resolve the issue.

How do I open a dispute?

If you can't resolve an issue with the seller, you can open a formal dispute through the order page. FragSwop will review the evidence and make a binding decision.

Can I cancel my order?

You can request cancellation before the seller ships. Once shipped, cancellation is not possible. Contact the seller through messaging to request cancellation.

Can I return a live animal?

Live animals cannot be returned due to animal welfare and biosecurity concerns. Instead, we have DOA protection and dispute resolution for issues with your purchase.

How long do refunds take?

Once approved, refunds are processed within 5-10 business days to your original payment method. The exact time depends on your bank or card provider.

How do I message a seller?

Click the "Message Seller" button on any listing or go to your messages in your account. You can ask questions about items, shipping, or anything else before buying.

Should I communicate outside FragSwop?

No. Always keep communication within FragSwop's messaging system. This protects both buyers and sellers and ensures there's a record if any issues arise.

How quickly should sellers respond?

Response times vary by seller, but most respond within 24 hours. Check the seller's profile for their typical response time.

How do auctions work?

Place bids on auction listings. The highest bidder when the auction ends wins. Auctions run for 1, 3, 5, 7, or 10 days depending on the seller's choice.

What is "Buy It Now" on an auction?

Some auctions have a "Buy It Now" option that lets you purchase immediately at a set price instead of bidding. This option may disappear once bidding reaches a certain level.

Can I retract a bid?

Bids are binding commitments. Bid retractions are only allowed in exceptional circumstances (e.g., seller significantly changed the listing). Contact support if you have a genuine need to retract.

How do I know if a seller is trustworthy?

Check the seller's rating, reviews, and verification status. Verified sellers have completed additional identity verification. Read reviews from other buyers for real experiences.

What are seller verification tiers?

Sellers can achieve different verification levels:

• Basic: Email verified, standard seller
• Verified ID: Identity verified through Stripe
• CITES Permit Holder: Verified to sell protected species
• Business Verified: Registered business with full verification

How do I report a problem with a seller?

Use the "Report" button on listings or messages, or contact support at [email protected]. We take violations of our Acceptable Use Policy seriously.