D.O.A DELIVERY POLICY UPDATED 01/03/2024
Should You Have Any Questions Regarding Our Policies Or Procedures Please Don’t Hesitate To Call Or Email Us
All Sizes Described On The Website Are An Approximation, We Will Always Send Fish Out That Are As Close As Possible To The Sizes Listed.
Our Website Is Not A Reflection Of Current Distribution Centre Stock. All Our Livestock Listed On The Website Is Available To Order For Collection Or Delivery Within 14 Days Of Purchase. For Our Rarer Species We Are Effectively Importing The Livestock On Your Behalf As A Pre Order.
PLEASE ENSURE THAT YOU HAVE READ AND UNDERSTOOD THE DOA DELIVERY POLICY BEFORE YOU PURCHASE. AS MAKING A PAYMENT WILL BE AN AGREEMENT TO ACCEPTING THESE TERMS AND CONDITIONS.
- With All Delivery Options You Will Receive A Delivery Date Confirmation Via Email Within 24 Hours Of Purchase.
- Please Ensure That You Have Read Your Delivery Information Email Which Will Answer Any Questions You May Have About The Transportation Of Your Livestock.
- If You Would Like To Change Your Delivery Date You Can Contact Us And We Can Send Your Order At A More Convenient Day To You.
- Please Advise Your Preferred Delivery Date At The Checkout And We Will Always Do Our Best To Deliver On The Date Requested.
We Do Not Refund Dead On Arrival Fish We Always Replace Them In The Box With Your Next Order Free Of Charge. Should You Have Any Unlikely Issues With Your Delivery We Will Always Do Our Very Best To Resolve The Problem Immediately.
Please Take The Time To Photograph Or Video Your Delivery And The Bags As They Come Out Of The Box As Your Insurance Policy.
Fish That Are Delivered Dead On Arrival On The Allocated Delivery Date Will Be Replaced By Us And Then Sent Out In The Box With Your Next Order Free Of Charge, Upon Receipt Of Supporting Photographs.
Should You Be Unfortunate Enough To Experience Any Very Unlikely Issues Detailed Please Contact Us By Phone Or Email Straight Away And We Will Always Do Our Very Best To Resolve Any Problems.
Throughout 2019, 2020, 2021, 2022 And 2023 Our Couriers Have Delivered Over 250,000 Boxes Of Live Fish At A Right First Time Rate Of Over 99%.
STANDARD DELIVERY
Standard Delivery Is £20 For All Livestock Orders & There Is No Minimum Order Value Selecting Your Fish For Standard Delivery Is A Choice Against Selecting The Insured Delivery Service And The Pick Up In Person Option And Is A Formal Agreement To Accepting The The Terms And Conditions Stated By This Policy.
We deliver our standard service to retail customers through our livestock licensed courier DX on a Tuesday, Wednesday, Thursday and Friday every week.
Our Service Level Agreement With The Courier Is That The Fish Will Be Collected From Us In The Evening Prior To Your Delivery Date And Delivered The Next Day In The Condition And Temperature That They Were Collected In.
All The Tracking Information Will Be Sent To You As By The Courier Dx The Evening Before Your Delivery Date When Your Box Is Collected. You Will Also Receive A Text Message From The Courier Around 9am On Your Delivery Day With Your Time Slot. You Must Ensure Someone Is At The Delivery Address On Your Delivery Date To Receive The Livestock.
INSURED STANDARD DELIVERY
Insured Delivery Is £30 For All Livestock Orders & There Is No Minimum Order Value We Are Also Able To Offer A Fully Insured Standard Delivery Service Where Should You Experience Any Problems,
Including Issues Relating To Temperature, Damage, Loss Or Delay By The Courier,
Sims Tropical Fish Will Step In And Resend An Instant Replacement Fish For Delivery The Following Day, Rather Than With Your Next Order, Upon Receipt Of Supporting Photographs.
Instant Replacement Livestock Can Be Delivered On Tuesday, Wednesday, Thursday And Friday Every Week.