Shipping & Returns

We ship out Monday - Thursday next day arrival, we will contact you to arrange a shipping day and forward you the tracking information. Please Message us for Saturday delivery.

We can only take on so many orders per week so occasionally we may need to rearrange your order for the next week.  

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We only ship Tuesday - Thursday to prevent any delays or fish being stuck in shipping over the weekend, with shipping costs for live fish being £16.99 per box. if your order wont fit in one box you'll be charged an additional box charge usually upto 10-15kg.

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Live fish orders placed after 11am on Wednesday will be shipped out the following week as it is often too late to book our courier for next day collection, we will contact you the following Monday morning to arrange delivery.

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We pack all our fish in accordance to Defra legislation.  We use polystrene Boxes or Double corrugated cardboard boxes with extra thermal insulation inside and heat packs to ensure the temperature does not rapidly drop causing fish loss, the heat packs are not designed to keep fish at 25c they are used to ensure the water temperature does not dramatically drop.  fish require more oxygen in the fish bags than they do water, this is the best and safest way for them to travel and recommeded by defra.  fish are double bagged to ensure they do not burst in transit.  If the fish have arrived to you alive this means the heat packs have worked.
We recommend you test your own water before you add any fish, this is good practice to avoid issues.  all fish must go into fully cycled aquariums.
if you are unsure what this is please do your research.

When your fish arrive, turn off your aquarium light. Inspect your new fish in the bags  they maybe a bit sluggish or have lost some colour.  if there are any issues at this point please let us know right away

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float the bag on the tank for a period of about 20 minutes to help equalise the temperatures. Then cut the bag and roll the top down so that the bag can float in the aquarium. Add a cup of aquarium water to the bag and leave for a further 5 minutes. You can then release your fish by using a net and taking them out NEVER put the water in the bag into your aquarium.
if you have any issues at this point please email us Sales@AquazooAquatics.co.uk

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DOA

If you are unfortunate enough to have a fish arrive to you dead in the bag, we apologies unfortunately these things happen contact us on the first instance and let us sort this out for you.  

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What you have to do

please provide a picture of the fish in the original bag as evidence.   Be aware this is disappointing for us too as we care for each and every fish we send out.

We offer a 1 week guarantee with all fish provided you can give us a full run down of your tank we need all your parameters Ammonia, Nitrite, Nitrate, PH, KH, GH we also need tank size and tank mates, as dip stick tests strips are unreliable we can only accept reading from a liquid test kit (you need to send photographic proof of parameters) this is standard for most online shippers and is the only way we can determine how your fish have died. We do not refund the shipping costs for any DOA only the cost of the fish by purchasing from us you agree to this.  we would usually send you a replacement on your next order with us.  We always advise that all new fish purchased from anywhere are kept separately from existing stocks until you are completely happy with their health and well being.  If, although rare, you have need to make a claim on the guarantee, please do not dispose of the fish until you have spoken to us as it may be necessary for us to request a photo of it out the bag or be sent back to us, you must have waited for clear confirmation of this or it could void any replacement or refund by purchasing from us you agree to all the above.

 

Returns Policy
 

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Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or mis-described.

Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt within 14 days and we will offer you an exchange or a credit note.

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You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund/credit/replacement to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.  

Returns should be forwarded to AquaZoo Aquatics, Etna Industrial Estate, 3 Clamp Road, Block 5, Unit 2, ML2 7XQ.  with a note declaring your item/s and why you are returning.
in the first instance contact ourselves at Sales@Aquazooaquatics.co.uk

Thank you

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