Making a Purchase Making a purchase couldn't be easier. Just browse our catalogue, select the products you wish to purchase and press the 'Add to Cart' button. When you have finished shopping go to 'Checkout'. New customers are invited to create an account and returning customers just have to login. Shipping costs are shown in the shopping cart and all major debit/credit cards are accepted. We offer two secure payments systems, Sage Pay and Secpay, to give us the widest coverage of card types. Delivery Information We aim to dispatch all stock orders received before 2:00 pm Monday to Friday on the same day and where an item is not in stock our system provides an estimated dispatch date. We know that fast delivery is important to you but like all Internet retailers we rely on commercial carriers and we rely on you to be available to accept courier deliveries. We use Royal Mail Tracked for smaller packages and both Business Post and Interlink next day courier services for larger orders. Dispatch times quoted are subject to stock availability at our suppliers. Delivery Charges Delivery is free for orders over £50 and varies from £2.95 to £5.95 for orders under £50 depending on weight and the delivery service. In addition, a numbermber of chargeable delivery upgrade options are available. Deliveries of larger orders to some postcodes including Northern Scotland, Northern Ireland, Isle and Man and the Isle of Wight are subject to an additional handling charge by our carriers which we have to pass on. Estimated delivery charges are shown in the shopping cart, and actual charges are shown once you have logged in. Stock Availability We carry a very large stock and our active stock control system shows availability at the time you place an order. In the event we do not hold stock, we give you an estimated dispatch date, which is subject to stock availability with our suppliers. If due to stock availability we are likely to miss the estimated dispatch date, we will let you know as soon as possible by email. The status of your order can be checked on our site by logging in and going to 'My Account'. Courier Deliveries We use two next day courier services depending on weight and destination. Business Post services are operated for us by Lee Couriers who handle all delivery queries once your order has been dispatched. We also use Interlink and provide a tracking number for you to track delivery on their website. We send you an email when your order is detached with full details of how to track your order. Delivery is usually next day Monday to Friday 8:00am to 5:00 pm, but can occasionally be subject to delays. We will not be held responsible for delivery delays due to adverse weather conditions and delivery chrages will not be refunded on any occasion. Saturday deliveries are available at an additional cost. Two Delivery Attempts Both Business Post and Interlink require a signature on delivery. If there is any possibility the delivery address will be unattended once your order has been dispatched it is essential that you contact them to arrange an alternative delivery time. Couriers will leave a card after the first delivery attempt and will attempt one further delivery after which your order will be retained at one of their depots for collection. Collection information will be on the card left by the courier. Orders Returned to our Warehouse If the courier is unable to deliver after two attempts your order will be held at their local depot for your collection. If you do not collect your order or contact the local depot within the next 2 days the item will be returned to our warehouse. The courier will charge us £11.90 to return the order to our warehouse and we have no choice but to pass on this charge. If you require your order to be dispatched again the full delivery cost of £5.95 will be payable. Change of Delivery Address after Dispatch Please note that to change a delivery address once your order has been dispatched is chargeable. Once the email dispatch notification has been sent, the delivery address can only be changed by contacting the courier before 5:00 pm on the day of notification. Any request to change the delivery address after your order has been dispatched from their depot will be charged at £7.90. This is the fee charged by the couriers for changes to deliveries in transit. Collection Information Due to the fragile nature of glass aquariums we offer some ranges of larger aquariums for collection only. We contact you when your order has been placed to arrange a suitable time and date for collection from our warehouse in Waltham Cross, Hertfordshire. We carry out a thorough inspection of the aquarium with you at the time of collection to ensure you are totally satisfied. If you have any questions on availability just give us a call. Glass Aquariums In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or a replacement goods. Cancellation Policy You have the right to cancel an order within 7 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in new and unused condition we will refund the purchase price less the original carriage charges. Replacement Policy If faulty goods are received you must notify us within 7 working days. Where possible replacement parts will be dispatched and where not possible we will ask you to return the goods to us in line with our Returns Policy. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. Manufacturers Guarantees We work with the manufactures to ensure their guarantees are honoured and we use best endeavours to resolve issues within the warranty period. We can only refund postage costs under the manufactures guarantee if the goods are returned to us within 7 days of the original purchase. We can only offer replacements parts or replacement goods when authorized by the manufacture. Under no circumstances should goods be returned to us without priori approval. We can only replace glass bulbs, tubes and lights if notified within 7 days of delivery. Electrical Equipment Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of good under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. Returns Policy To return goods you need to use our Track a Return facility. Goods have to be returned to us at your expense. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You should use the cheapest postage method available as we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. Security Policy Our site is regularly validated as complying with the PCI Data Security standard, so you can buy from us with confidence. We retain customer information solely to fulfil orders and to ensure successful delivery. Customer information is not disclosed to any other third parties. Cookies, where used, are only to keep track of the contents of your shopping basket. Credit card transactions are handled via secure services provided by Sage Pay and SecPay. We ensure security of data transmitted using SSL, which encrypts information during transmission. See below or more information about our secure payment gateways.

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