Fast delivery

We know that a receiving orders as soon as possible is extremely important to our customers so we have a super speedy and reliable courier service to provide this. All stock orders placed before 2:00 pm are dispatched same day and we offer free next day delivery on all orders over £50. We also have a next day delivery option on small or less expensive items but there is an additional charge for this.

When placing your order you will be given an estimated dispatch date then once your order has left our warehouse you will receive a dispatch email. You will receive a text and an email in the morning of your delivery giving you an hour time slot for the arrival of your order. Remember, our couriers need a signature on delivery so we need your help by making sure someone is in to receive the parcel(s) and if not, to warn us in advance so that we can make alternative arrangements. Our main goal is to make sure you won't find a faster of more reliable service anywhere!

Reliable service ....

1. Delivery Information
   
   We aim to dispatch all orders received before 2:00 pm Monday to Friday on the same day and all orders received there after before 2pm 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 tracked post for smaller packages and Interlink Next Day courier service for larger orders. We will provide an estimated dispatch date on checkout and we will always call and email customers immediately if there are any delays. You will be contacted via email with dispatch details confirming which delivery service has been used.
2. Delivery Charges
   
   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. We try to keep our delivery costs down as much as possible but we can only pass on the services that are offered to us and some parts of the country are a lot more expensive than others. You will be given a number of shipping options on checkout such as Next Day, pre 12 and Saturday and these are all individually prices.
3. Items Out of Stock
   
   Where products are out of stock we call and email you asking whether you are happy to wait until the products arrives, whether you would like an alternative or whether you would like us to forward the item on. The status of your order can also be monitored on our site by logging in and going to 'My Account'. Nearly everything on our site is in stock at all times but this can sometimes be affected by our suppliers failing to source certain products or lines. The green tick indicates that the product is in stock and if it states days to dispatch on the product page this means that we are awaiting stock or the item is not stocked at our warehouse but can be sourced quickly.
4. Courier Deliveries
   
   We use Interlink Express for our next day delivery service, they offer a number of different services, which are all priced accordingly. All the services we can offer are available on checkout. Interlink do not offer a chosen timed delivery but they do have a text/email alert system that specifies an hour time slot of arrival.
5. Two Delivery Attempts
   
   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 us to arrange a delivery time. If your delivery is missed then you will receive a calling card with the time and date of delivery and details of the local depot. From here Interlink will automatically try and re-deliver the next day and the same process will happen if it is missed again. It is then down to you to call us or the number left on the card and either arrange a re-delivery or collection from a local depot. Addresses can be changed but can sometime be subject to a charge if the two post codes are in different delivery areas, this is the same for missed deliveries that get returned to us.
6. Orders Returned to our Warehouse
   
   If Interlink 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 Interlink depot within the next 4 days the item will be returned to our warehouse. Interlink may charge us up to £5.95 for doing this and the customer is liable for this charge which will need to be paid before re-delivering your order or will be deducted from your refund.
7. 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 us before 5:00 pm on the day of notification. Some address changes may be able to be processed free of charge depending on where the parcel is being re-consigned to but it can cost up to £5.95. This is a courier fee, not a Charterhouse fee.
8. Replacement Policy
   
   In the event that faulty or broken goods are received it is essential you notify us using the 'Track a Return' facility within 7 days. Where possible replacement parts will be dispatched and where not possible the goods will need to be returned. Depending on the delivery service we will either arrange delivery of replacement goods and collection of the faulty goods at the same time or we will ask you to return the goods to us before replacement goods are dispatched. We hold the right to view any goods damaged in transit before replacing or refunding them, this may mean that the customer needs to return the item but this needs to be agreed beforehand.
9. Cancellation Policy
   
   If you wish to cancel an order please contact us immediately. If goods have already been delivered they can only be returned to us if they are in a new and unused condition. If goods have already been dispatched we will process the refund once the goods have been returned to us in new and unused condition. We reserve the right to charge for the cost of postage incurred by us together with a restocking fee to cover credit card transaction costs. Unless good are received damaged or incorrect we will not have them collected, it is the customer's responsibility to make sure they arrive back at our warehouse undamaged.
10. Glass Aquariums
    
    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 we receive notification two or more days after delivery we will be unable to refund or replace the aquarium, it is vital that is inspected on delivery. Once contacted we will assess the damaged and from there we can either arrange to have the aquarium replaced or refunded. Photographic evidence will sometimes need to be given.
11. Collection Information
    
    Due to the fragile nature of glass aquariums we offer some ranges of aquariums and vivariums on a collection only service. Once the unit is in stock you are free to collect the aquarium anytime between Monday to Friday 9am until 5pm unless otherwise arranged with a member of staff. This will usually be from our main warehouse based in Waltham Cross, EN8. 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.

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