Charterhouse Aquatics: Discount Aquarium Supplies

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, Protx and Secpay, to give us the widest coverage of card types.

We aim to dispatch orders received before 2:00 pm Monday to Friday on the same day and all orders by the next business day. 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 1st class post for smaller packages and Amtrak Next Day courier service for larger orders. All delivery times quoted are subject to stock availability.

Delivery is free for orders over £50 and varies from £2.75 to £5.95 for orders under £50 depending on weight and the delivery service. Deliveries of larger orders to some postcodes including Northern Scotland, Northern Ireland, Isle and Man and the Isle of White are subject to an additional handling charge by our carriers which we have to pass on. Actual charges are shown in your shopping basket once you have logged in.

Where products are out of stock we email you the option of an alternative product, waiting for stock or a refund for the missing items. The status of your order can also be monitored on our site by logging in and going to 'My Account'. We carry a very large stock but stocks levels can vary depending upon availability from our suppliers. Items marked as next day delivery are subject to availability so please call in advance if you need a guaranteed delivery date.

We use the Amtrak courier service operated by our shipping agent, Lee Couriers, who handle all delivery queries once your order has been dispatched. Delivery will normally be the day after you receive the email dispatch message from us. Amtrak deliver Monday to Friday 8:30 am to 5:00 pm but cannot specify morning or afternoon. Saturday deliveries can be arranged but will be subject to an additional cost of approximately £20. Please contact us directly for this service.

Amtrak 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 Lee Couriers to arrange a delivery time. Amtrak will leave a card after the first delivery attempt and will attempt one further delivery after which your order will be retained at their depot for collection. Collection information will be on the card left by Amtrak.

If Amtrak are unable to deliver after two attempts your order will be held at their local depot for your collection. If you do not contact the Amtrak depot within the next 2 days the item will be returned to our warehouse. Amtrak 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.

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 Lee Couriers 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 Amtrak for changes to deliveries in transit.

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 Hoddesdon, 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.

In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your aquarium. It is therefore essential that you are satisfied the aquarium is in perfect condition at the time you take delivery. If the aquarium is damaged it is essential that you contact us immediately. We will assess the damage and either arrange for replacement parts or a replacement aquarium.

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 30 days of the notice of cancellation during which time you are responsible for any loss or damage. It is important that you obtain proof of posting in the event that the goods are not received by us. Once received in new and unused condition we will refund the purchase price less the original carriage charges.

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 and refund your return postage costs. Where good returned to us in good working order we reserve the right to refund the purpose price less our original postage cost.

We work with the manufactures to ensure their guarantees are honored. If you have a problem with goods supplied by us within the period of the guarantee please contact us and we will do our upmost to resolve the problem. After discussion with the manufacturers we will advise if the goods have to be returned to us in line with our Returns Policy. We can only offer replacements parts or replacement goods when authorized by the manufacture. Under no circumstances should god be returned to us without priori approval.

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 before we can refund or replace them. Where good returned to us are deemed to be in good working order by the manufactured we reserve the right to refund the purpose price less our original postage cost and less a restocking fee.

Where goods are returned under our Cancellation, Replacement or Manufacturers Guarantee policies we ask you to use our Track a Return facility. Goods have to be returned to us at your expense. You should use the cheapest postage method available and obtain proof of postage as we are not able to refund the cost of any special delivery service. Where goods are replaced under these policies we will refund your postage costs. Where good returned are not covered by these policies we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable.

We retain customer information solely to fulfill 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 completed at the time an order is placed so that authorisation can be obtained from the issuing bank. Credit card transactions are handled via secure services provided by Protx 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.