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. Orders are generally dispatched within 5 – 15 working days after receipt of payment and are shipped with a tracking number. 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.
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 not accepted back. 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.
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. Returned items should be well packaged to avoid damage in the post and we require 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.
Live Stock, Plants, Foods, Supplements and Treatments
Live stock can be shipped within the United Kingdom only. All the parcels are well-protected using our know-how packing method. We can’t be responsible for extreme weather conditions, heatpack failures, wrong storage conditions, bad handling methods, delivery delays, customs issues and lost parcels.
- We don’t provide refunds for the dead on arrival (DOA) or damaged fish, invertebrates, fish eggs, reptiles, amphibians, birds, rodents, live foods, plants or any other live creatures.
- We don’t accept back and we don’t provide refunds for any live creatures (fish, invertebrates, fish eggs, reptiles, amphibians, birds, rodents), plants, foods, supplements, treatments and medications in any circumstances!