Packages are generally dispatched within 5 – 10 working days after receipt of payment and are shipped via a courier with 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.
We cannot group two distinct orders placed separately. 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 that 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 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 that 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.
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.
Live Fish and Invertebrates
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.