Delivery & Returns
Dry Goods
£6.95 or free over £65
All in stock orders placed before 14:00 hrs (Excluding weekends & bank holiday) through The Aquarium People website are placed on a a RoyalMail Tracked 24 service for orders less than 2kg or next working day service with DX couriers for orders over 2kg. Typically most orders will arrive next working day however this is at the discretion of the delivery network. The Aquarium People is unable to offer guaranteed next day delivery or named day delivery services. Delivery times may be impacted at busy times or through public holidays. We are unable to change delivery options once the item has been dispatched. You will receive notification from ourselves that the order has been dispatched. RoyalMail and DX Couriers will provide tracking information about your order. The Aquarium People is not liable for any delays caused by the courier.
Please be aware we no longer offer delivery to Northern Ireland.
Available To Orders / Back Order / Delays
Certain goods are only Available To Order / Back Order. Typically this requires a 3-5 working days dispatch time, however this can be longer due to availability of goods. Any order containing goods that require special ordering will be held until the complete order is available for dispatch. If you require parts of the order dispatching before it is complete please let us know as soon as possible. Please be aware additional courier charges may apply. Available To Order / Back Order items are exempt from standard return policy.
The Aquarium People reserves the rights to delay orders up to an additional 48 hours from the standard processing times at peak shopping time or due to unforeseen circumstances.
Livestock
£19.99 or free on orders over £149
All orders containing livestock are sent on a special next day service to UK mainland only with DX Couriers. We will not dispatch any orders containing livestock until we have made contact with you to confirm a delivery day. Livestock deliveries are only made Tuesday,Wednesday, Thursday and Friday. YOU MUST BE AVAILABLE TO SIGN FOR THE DELIVERY as these orders cannot be left in a safe place. Once your order has been dispatched we are unable to amend the order. DX Couriers will not accept a return to sender on livestock deliveries. Deliveries are typically made before 14:00 on your chosen day. It is the buyers responsibility to contact us if an order has not arrived by this time on your chosen day. We will not issue any refunds, replacement or credit for missed deliveries. Due to the increased costs associated with shipping fish any order under £20 will incur a £5 surcharge. Unsuccessful deliveries that are required to be returned to us for any reason will incur a £35 handling charge.
Large Bulk Goods
Goods that are considered too large to fit though the courier network will be sent via a pallet delivery. Any applicable charges will be shown at checkout. All pallet deliveries are curb side drop only. Pallet deliveries will not be dispatched until we can confirm a delivery date. It is the buyers responsibility to photograph any damage to the pallet or its exterior wrapping before signing and to sign as ‘Damaged’ if in doubt. Claims for damaged goods will only be processed if signed for in this way. Please be aware missed deliveries may incur a redelivery charge. Some items may be shipped direct from the manufacturer resulting in multiple parts to the order.
Out of Mainland Delivery
We do not offer delivery services to Northern Ireland, Shetlands, Channel Islands, all off shore islands (except Isle of Wight) or the Republic of Ireland.
Due to additional shipping charges the following locations will be subject to flat rate shipping, additional larges may apply before item is shipped.:
Isle of Wight: Dry Goods £13.99, Livestock £26.99
Scottish Highlands: Dry Goods £19.99 (48-72 hour service) , Livestock £36.99*, Large Bulk Goods £155.95
*In addition we cannot deliver livestock (including live plants and live food) or bulk pallet items to the following: AB35-38, FK18-21, HS, IV, KW, PA21-PA38, PA80, PH 17-26, PH30-41, PH49-50
CA7/8/9/17/18/19/20/21, DD5+, EH43/44/45, FK8/ 17/18/19/20/21, GY9/10, KA26/27/28, KY9/10/16, LA10/17/18/19/20/21, ML12, PA20+, PO30+, TR21/22/23/24/25, PH1, PH3+, IV2, IV4)
Returns
You are free to return or exchange goods (excluding livestock) purchased from The Aquarium People within 14 days of your purchase. We must be notified as soon as possible that you wish to return the goods. In the event the order has already been dispatched the item should not be signed for and returned to sender. Any return of unwanted goods after the time of delivery will be the at the customers expense. Goods must be in an sealed, unused and undamaged condition. It is the customers responsibility to ensure the goods arrive to us in this condition. All returned goods must be received within 14 days of the agreed return date. Any goods received damaged or not in a sellable condition will not be considered for a full refund, exchange or credit. It is the buyers responsibility to obtain a tracking number or proof of postage number. Once we have received the goods and can verify they are in an undamaged and in sellable condition (minus original carriage charges) a refund will be issued. Returns can also be made in person to our retail store, The Aquarium People, Preston. However we are unable to honour any online pricing and stock availability or vice versa. All ordered not collected / returned to us as undelivered or rejected at place will incur a 10% restocking fee to the full value of the order.
Due to biosecurity we strictly cannot accept any returns on live items, RO water or synthetic salt water.
Faulty / Damaged goods
We must be notified of any damaged goods within the first 14 days or as soon as possible. Once we have received notification of this we will either arrange collection or provide a free post label. All faulty or damaged claims must be accompanied with the necessary documentation. Once we have received and inspected the goods a replacement or refund will be issued.
Faulty goods will be inspected by us and any repair or replacement parts made in the event they are faulty. This is made at our discretion. It may be required to be sent to the manufacturer for further expert analysis. It is at the manufacturer’s discretion if the goods are eligible for repair or replacement. Both The Aquarium People and the manufacturer reserves the right to first repair the goods to a satisfactory standard before a replacement is made.
Should we or the manufacturer deem that the goods are not faulty or damaged, they will be returned to you at the cost of carriage.
Any goods deemed to be faulty or damaged though user error or foul play will not be eligible for repair, replacement, refund, exchange or credit.
Claims containing glass will only be processed if photographic evidence clearly shows the goods in the original packaging.
The Aquarium People does not accept any liability for loss, delay, damaged or fault to goods caused by couriers.
Livestock claims
All our livestock are covered by a 48 hour guarantee unless otherwise stated. By purchasing any livestock you are agreeing to provide it with the correct care and water parameters suitable to the species. Should you experience any issues within the first 48 hours it is the buyers responsibility to notify us. After 48 hours we are unable to process any claims for livestock.
Under usual circumstances we will ask for clear pictures of the animal in question. If we suspect there may be an issues relating to unsuitable water parameters, we reserve the right to request clear photographic evidence of the following: Ammonia, Nitrite, Nitrate, pH, carbonate hardness, general hardness, temperature and salinity. If the buyer is unable to provide evidence of any requested water parameters or, is found to not be suitable for the species any claim made against livestock will be void.
Due to biosecurity we are unable to accept any returns for livestock.
