Terms of service
Term & Conditions for Purchase
When having fish shipped to you it is important to plan accordingly so that your fish arrive in good health and with as little stress (to them) as possible. Please ensure your address is accurate and complete. A wrong or inaccurate address can significantly threaten the welfare of fish in transit and will void the D.O.A policy and guarantee. Please ensure someone is at home to receive the parcel at time of delivery. Any fish that are returned to a depot or left on a doorstep will not be covered by any guarantee or D.O.A policy as this significantly increases the risk to the fish. Please ensure that fish are dealt with and released into your tank in a timely manner as this minimises their stress and risk. Always follow safe release practices (eg: floating bags to stabilize temperature and gradual mixing of water to avoid shock. etc) Any fish that arrive dead in their bags may be covered by our D.O.A policy if all conditions are met so please take time to familiarize yourself with what you will need to do in this instance as there are procedures for claiming that need to be strictly followed. We cannot offer any guarantee on fish once they have been released into your tank. There are simply too many factors beyond our control that can may cause fish deaths in a new or existing aquarium.
Purchase of Live Fish and Plant
We reserve the right to cancel or delay live fish orders for any reason. which may include but are not limited to:
Extreme temperatures posing a risk to the welfare of fish during transit.
Condition or health of fish deemed unacceptable for transport.
Any guarantee only extends to cover livestock. Shipping charges and fees are not refundable in any circumstance.
For the information the fish or plant picture is illustration. The colour of the plant and fish will fade during transit which is normal. However, they will recover, well ventilated environment paired with good care.
Dead on Arrival (D.O.A)
Owner must be home when fish arrive (fish returned to the depot or left unattended will void a D.O.A. policy.
Fish must be shipped to a real address. Third party addresses like PO BOXES are not accepted and will also void the D.O.A policy. Likewise, any inaccurate or wrong addresses will void the D.O.A policy.
A clear Video of the D.O.A. in the unopened bag must be taken and sent by whatsapp or direct contact us at 016- 265 2323 within 2 hours of delivery (If the fish are double bagged, the outside bag can be removed for taking images), clear video must be emailed or direct contact us, showing the D.O.A fish in and outside the bags (NO claim will be accepted without clear images/videos of the dead fish in unopen bags).
Customer need direct whatsapp or via a phone call at 016-265 2323 within 2 hours of receiving the shipment. This report must contain all relevant information. Relevant info includes, name, order number, approx. time received, number of bags affected, QTY of fish D.O.A, images/video of both fish in the bag (before opening) and individual images/video of fish once unbagged.
Returns will not be accepted under any circumstances but:
Option 1: we will replace the item for you on next order .
Option 2: If you do not wish to place a new order, the buyer will need purchase “Replace Product” in our store (bear the shipping coast).
We have not control over delivery times. All our orders are sent with expected delivery to be less than 24 hrs, however since COVID-19 there are increased risks of delay.