Delivery & Returns
Delivery & Returns
We aim to dispatch all stock orders received Monday to Friday within 48 hours to allow us time to check stock levels and inspect goods. Where an item is not in stock our system provides an estimated dispatch date. We know that fast delivery is important to you but like all Internet retailers we rely on commercial carriers and we rely on you to be available to accept courier deliveries. We use Royal Mail Tracked for smaller packages and APC next day courier services for larger orders. Dispatch times quoted are subject to stock availability at our suppliers.
Delivery is free on all orders over £50, Orders under this amount carry charges varying from £2.95 to £5.95 depending on weight and the delivery service. In addition, a number of chargeable delivery upgrade options are available. Deliveries of larger orders to some postcodes including Northern Scotland, Northern Ireland, Isle and Man and the Isle of Wight are subject to an additional handling charge by our carriers which we have to pass on. Estimated delivery charges are shown in the shopping cart, and actual charges are shown once you have logged in.
We use APC next day courier services depending on weight and destination. We also use Royal mail and provide a tracking number for you to track delivery. We send you an email when your order is dispatched with full details of how to track your order. Delivery is usually next day Monday to Friday 8:00am to 5:00 pm, but can occasionally be subject to delays. We will not be held responsible for delivery delays due to adverse weather conditions and delivery charges will not be refunded on any occasion. Saturday deliveries are available at an additional cost.
All our delivery services require a signature on delivery. If there is any possibility the delivery address will be unattended once your order has been dispatched it is essential that you contact them to arrange an alternative delivery time. Couriers will leave a card after the first delivery attempt and will attempt one further delivery after which your order will be retained at one of their depots for collection. Collection information will be on the card left by the courier.
If the courier is unable to deliver after two attempts your order will be held at their local depot for your collection. If you do not collect your order or contact the local depot within the next 2 days the item will be returned to our warehouse. The courier will charge us £11.90 to return the order to our warehouse and we have no choice but to pass on this charge. If you require your order to be dispatched again the full delivery cost of £5.95 will be payable.
We do not accept returns unless the animal arrive damaged or DOA. All instances will be dealt with individually so please contact us within 12 hours of receiving your order to discuss this with us. Some pictures on the website will be stock photos so we cannot guarantee that the animal that you receive with look exactly the same unless we state this in the description. Corals may temporarily sulk and slightly lose colour, this does not mean that they are not healthy so if you have any questions please call us. We reserve the right to refuse returns unless for a reason stated above.
In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or a replacement goods.
Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage
We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 7 days of the original purchase. We can only offer replacements parts or replacement goods when authorized by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only replace glass bulbs, tubes and lights if notified within 7 days of delivery.
If faulty goods are received you must notify us within 7 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund.
We carry a very large stock and our active stock control system shows availability at the time you place an order. In the event we do not hold stock, we give you an estimated dispatch date, which is subject to stock availability with our suppliers. If due to stock availability we are likely to miss the estimated dispatch date, we will let you know as soon as possible by email. The status of your order can be checked on our site by logging in and going to 'My Account'.