Shipping policy

Shipping & Live Arrival Guarantee

Thank you for choosing to shop with us. We are committed to providing the highest level of service while ensuring all live aquatic plants and livestock arrive in the best possible condition.

Order Processing & Dispatch

We aim to process and dispatch all orders within 2 business days of receiving payment. Orders placed on weekends or bank holidays will be processed on the next business day.

All orders are shipped using Royal Mail, with the delivery service selected by the customer at checkout. Delivery times are estimates only and cannot be guaranteed.

Once your order has been dispatched, you will receive a confirmation email with full tracking details.

Hot Weather Policy

The welfare of our live aquatic plants and livestock is our highest priority.

  • When forecast temperatures are 25°C or above, we will include cooling packs with live orders, where appropriate, at no additional cost.

  • When forecast temperatures are expected to reach 30°C or above during transit, we may delay dispatch until temperatures return to a safer level.

These decisions are made solely to protect the health and welfare of the live plants and animals in our care.

Any delay caused by extreme weather will not be considered a late dispatch, and estimated delivery dates may be extended accordingly. We will keep customers informed and dispatch orders at the earliest safe opportunity.

By placing an order for live goods, you acknowledge and accept that dispatch dates may be adjusted during periods of extreme weather.

Live Arrival Guarantee

We are proud of our excellent live arrival success rate and carefully prepare every order using professional packing methods specifically designed for aquatic plants and livestock.

Our Live Arrival Guarantee applies only when the following conditions are met:

  • Someone is available to receive the parcel on the first delivery attempt.

  • The parcel is brought indoors and unpacked as soon as possible after delivery.

  • Livestock and plants are placed into suitable conditions immediately following the acclimatisation instructions provided.

  • Any issue is reported to us within 24 hours of delivery.

  • Clear photographs of the livestock, plants and packaging are provided if requested.

Safe Place & Unattended Deliveries

Live aquatic plants and animals must not be left unattended after delivery.

If you are not at home, choose to have your parcel left in a safe place, with a neighbour, or delay opening the parcel after delivery, our Live Arrival Guarantee is automatically void.

Once Royal Mail confirms a successful delivery, responsibility passes to the customer. We cannot accept responsibility for any deterioration, loss or mortality resulting from:

  • Parcels left unattended.

  • Exposure to hot or cold weather after delivery.

  • Delays in opening the parcel.

  • Failure to place livestock into fresh water immediately.

  • Incorrect acclimatisation or pond conditions.

We strongly recommend ensuring someone is available to receive your order, particularly during periods of warm weather.

Delivery Delays

Although Royal Mail provides an excellent service, delivery times cannot be guaranteed.

If a delay occurs while your parcel is within the Royal Mail network, we will always do our best to assist. However, we cannot accept liability for delays outside of our control once the parcel has been handed to Royal Mail.

Special Shipping Requests

If you have any special shipping requirements, please contact us before placing your order. We will always do our best to accommodate your request where possible.

International Orders

Customers are responsible for any customs duties, import taxes or other charges applicable in their destination country.

Questions

If you have any questions regarding shipping or our Live Arrival Guarantee, please contact us before placing your order. We are always happy to help.