Order as much as you like for one postage fee
If the parcel is damaged upon arrival due to the couriers fault then no refund will be given as we are not responsible for the couriers actions but we will lodge a claim with the courier to recover any costs. If the claim is successful then the total amount of the claim will be reimbursed to you.
Pictures will need to be submitted to lodge a claim at all times of the damaged parcel.
In the unfortunate event that an item is dead on arrival you must follow the below procedure to prevent your claim from being declined.
You must make contact with us via email within 2 hours of receiving your order. You do not need to call us as we are not always able to answer the phone immediately due to the nature of our work with our hands in water majority of the day.
The email must contain a clear photo of the livestock in the original bag still sealed. The photo must be clear and show the entire bag.
This allows us to review your claim and refund accordingly. Due to the nature of your purchase, should you not make contact within 2 hours, refund claims will not be considered.
Once your claim has been processed a refund will be honoured for the cost of the item EXCLUDING the cost of postage within 72 hours.
Please acclimatise appropiately and how the livestock settle into your aquarium is your responsibility as this is out of our hands. There are a number of factors out of our control such as
Existing fish becoming aggressive towards your new additions
Incorrect water parameters – PH / Ammonia / Nitrite Levels.
Incorrect acclimatisation process carried out, introduced livestock too soon which will cause too much stress to the livestock.
Therefore we are unable to cover the livestock once they have been delivered and introduced into your aquarium.
Refunds will NOT be considered if you miss delivery and your order is taken to the sorting office.
Returns are not accepted on livestock.