Delivery cost is additional to the displayed price and varies depending on the destination and package weight. It will be calculated automatically based on the total weight of the items you are buying. Packages are generally dispatched within 5 – 10 working days after receipt of payment and are shipped via either Royal Mail services or a courier with (or without) a tracking number depending on the order size / nature of goods and your choice. We will provide you with a link to track your package online in case of recorded delivery service. Unless specifically stated most of the live foods and plants orders are shipped either on Friday or following Monday as this is when they come into our store fresh from the supplier.
We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. Boxes are amply sized and your items are well-protected.
Unless specifically stated otherwise, all our products are warranted to be free from manufacture defects for a period of 12 months from the purchase date. In order to return a faulty item you must contact us within 5 days of receiving the item. Please email us prior to dispatch and we will issue you with a delivery address for the product to be sent to. The returned item must be in its original packaging with all original documents. Replacements will be given for items as long as they have been used in accordance with usage guidelines. Customers are responsible for the cost of return postage. If you contact us after 5 days we will assume that the item was working and subsequently developed a fault. Items which develop a fault after 5 days are subject to return conditions under the warranty. If a customer returns an item to us claiming that it is faulty but it is found to be working correctly, we will not provide a replacement or refund. Due to the time taken to process returns we will charge a restocking fee of 10.00 GBP and the postage charge to resend the item will be requested again. Replacements will be of a similar or better specification than the original item and replacements may vary depending on stock availability. We will not accept items which have been misused or used for a purpose other than that for which the item was designed for. We do not provide refunds for customers who deal with us in a threatening or abusive manner. After the return period has expired, please contact our warranty department to resolve any problems with your equipment. Returned items should be well packaged to avoid damage in the post and we recommend the use of a traceable service so that you can confirm when we receive the item. We are not responsible for items returned in poor condition or items lost in the post. In these circumstances, we would not refund the postage costs if a refund is requested for an item not received.
All live foods are sent out on Fridays as this is when they come into our facilities fresh from the supplier. All orders placed from Monday to Sunday (week 1) will be shipped next week Friday (week 2) or following Monday (week 3) to make sure you get fresh live food. It means the lead time is between 5 – 10 working days depending on a week day of placing an order. Weekly orders are suggested to insure freshness. We can ship live foods to you automatically every Friday or Monday if you wish without placing orders every time. Please let us know and we will setup this service for you.
Special care is taken to protect live foods. Boxes are well-protected using our know-how packing method. We guarantee live delivery within the United Kingdom only when the next day delivery service is chosen. International customers take full responsibility in case of any problems during transportation since posting live foods abroad we can’t be responsible for extreme weather conditions, storage conditions, handling methods, customs issues and delivery delays. No refunds will be sent in case of DOA (dead on arrival) or customs issues.
Special care is taken to protect frozen foods. Boxes are well-protected using our know-how packing method. Frozen foods will be packed in a way that will help keep the food cool but is inevitable that there will be some thawing of the product in transit. The customer has to place the frozen foods straight back into a freezer immediately on receipt and once frozen again it will be perfectly fine to feed to your fish. International customers take full responsibility in case of any problems during transportation since posting frozen foods abroad we can’t be responsible for extreme weather conditions, storage conditions, handling methods, customs issues and delivery delays. No refunds will be sent in case of rotten food on arrival or customs issues.
Special care is taken to protect dried foods. Boxes are well-protected using our know-how packing method. We guarantee dried foods delivery in good condition to any destination. International customers take full responsibility in case of customs issues and delivery delays. Dried foods are not accepted back after they are posted to the customer. Contact us before placing an order if in doubts of what creatures you can feed them. We can’t be responsible if your animals don’t take the food you ordered.
Peat-Incubated Fish Eggs
The eggs are sent in coir (coco-peat), placed in a grip seal plastic bag surrounded by mineral type wool and packed in a padded bubble envelope. All the eggs are carefully picked up and checked before shipment. The storage conditions and package handling during transportation are out of our control. We have done our best to pack the eggs as good as possible using our know-how method. We can’t be responsible if something went wrong (lost parcel, seized by customs, dead eggs on arrival, dissolved eggs, problems with hatching, hatch rate, sex ratio etc.). Ordering fish eggs the buyer accepts this disclaimer taking full responsibility in case of any problems involved. No refunds will be sent.
Water-Incubated Fish Eggs
The eggs of most top dwelling species are sent in original breeders’ water in a Kordon type breathable bag surrounded by mineral type wool packed in a sturdy polystyrene box. Methylene blue is used in water to prevent the eggs from fungal attack. The polystyrene box is placed in a custom made cardboard box with crushed tissue paper and/or mineral type wool to prevent from movement and to provide extra insulation. Additionally (if required) there is a heat pack inside to prevent the eggs from exposure if posted during cold time of the year. All the eggs have been carefully picked up and checked. The storage conditions and package handling during transportation are out of our control. We have done our best to pack the eggs as good as possible using our know-how method. We can’t be responsible if something went wrong (lost parcel, dead eggs on arrival, dissolved eggs, problems with hatching, hatch rate, sex ratio etc.). Ordering fish eggs the buyer accepts this disclaimer taking full responsibility in case of any problems involved. No refunds will be sent.
Live Fish and Invertebrates
We guarantee live arrival on all same day and overnight shipments as long as they are delivered within the time frame specified by the shipping carrier. Clear video (no photos) of the DOA livestock in an unopened shipping bag is required to receive credit. The video file must be received within 3 hours of package delivery. Fish are not guaranteed past arrival. Opening the shipping bags ends the arrival period and, without video, indicates that the fish are acceptable in the condition they arrived. DOA credits are redeemable for the same species of fish on the next order as available. No refunds will be issued for DOA livestock. Shipping charges are not covered by our DOA Policy. The buyer is responsible for observing all laws regarding fish importation for their home country and for acquiring any required permits for possession or importation prior to completing the transaction. We do not offer money refunds. All funds owed will be issued as a credit towards your next order.