Shipping & Returns
Dry goods orders are shipped separately to all livestock orders and can not be sent with any livestock order. Dry goods and livestock orders can be placed at the same time and shipping costs will be separated at checkout.
REPTILE & ALL OTHER LIVESTOCK – Will be shipped via our specialist courier at a flat rate cost of £50 to mainland UK. This service is an Animal specific courier with a heated or cooled van.
If you would like to discuss any shipping queries with us please call us on 01342 836633.
We aim to dispatch all dry goods stock orders received before 2pm Monday to Thursday on the same day. We use Royal Mail or Parcel Force. Dispatch times quoted are subject to stock availability with our suppliers. If items in your cart are not in stock (e.g. 2 -3 days) then your order will be dispatched via the selected service upon their arrival back into stock.
Delivery is free for DRY GOODS orders over £30 and is £5.00 for orders under £30. In addition, a number of chargeable delivery upgrade options are available on request. Deliveries of larger orders to some postcodes including 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 so please call us before you order. Actual charges are shown once you have logged in. We would love to be able to offer the same rates across the UK but our couriers have delivery zones, some of which may incur extra charges. Please note that a 'next day' delivery service to some of these locations can become a 2 day service.
FOR REPTILE & OTHER ANIMAL SHIPPING THERE IS A FLAT RATE OF £50 TO ALL MAINLAND UK POST CODES. IF YOU HAVE ANY QUESTIONS call 01342 836633 or email email@example.com,
Please note we do not ship to Scotland, wales, Northern Ireland, Isle of Wight or the Isle of Man.
Return & Exchange Policy
For dry goods:
If you are unhappy with any product then please return it to us in its original condition within 14 days for a refund. It is the customers’ responsibility for the safe return of any item and the cost of returning it. For faulty items in guarantee, we will repair or replace the item for you. If the item is no longer available we will send a substitute of equal or greater value.
We are unable to accept any returns on livestock due to the complex procedure for transporting them. So please make sure you order the correct fish or animal and have checked their requirements and compatibility with your existing stock. We do offer guarantees on our fish but only if they are signed for on the first attempt to deliver them. We must have photographic evidence of the livestock still in the original packaging/unopened bag within the first 2 hours of delivery. We do not refund postage.
If you need to cancel an order please call us as soon as possible before dispatch day. We cannot be held responsible once they have left our property.
Please make sure you research the fish before you add them to the aquarium and contact us if you have any queries regarding compatibility. We cannot be responsible if you add the wrong fish to the aquarium so please do your homework! Wherever possible please quarantine your new arrivals. We cannot be held responsible for existing livestock or dry goods.
If for any reason you feel you have not received the correct livestock and/or there are issues with the goods received from us, please take photos of the livestock and the contents of the box as soon as it arrives and send via email to firstname.lastname@example.org explaining the issue with your received goods.