DEAD ON ARRIVAL DELIVERY POLICY UPDATED 27/05/2022

 Please ensure that you have read and understood the DOA delivery policy before purchase as making payment will be an agreement to accepting these new terms and conditions. 

With all delivery options you will receive a delivery date within 24 hours of purchase. If you would like to change your delivery date you can contact us and we can send your order at a more convenient time to you. 

We do not refund delivery charges.

We do not refund Dead on Arrival Fish we always replace them.

Throughout 2019, 2020, 2021 and 2022 our couriers have delivered nearly 100,000 boxes of live fish at a right first time rate of 99%.

DELIVERY IS FREE FOR ALL ORDERS OF LIVE STOCK OVER £100

STANDARD DELIVERY £20

Selecting your fish for standard delivery is a choice against selecting the Insured, premium 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 on a Tuesday, Wednesday, Thursday and Friday every week.

Please take the time to photograph or video the 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, upon receipt of supporting photographs.

Our service level agreement with the courier is that the fish will be delivered the next day before 1pm, in the condition and temperature that they were collected in. 

Should you be unfortunate enough to experience any very unlikely issues detailed you can contact us by phone or email and we will always do our very best to resolve any problems. For all customer service related issues please ensure that you contact us by phone or by email, not via text, whatsapp or social media platforms.

All the tracking information will be sent to you as by the courier the evening before your delivery date. You will also receive a text message from the courier around 9am with your time slot.You must ensure someone is at home on your delivery date to receive the livestock.

INSURED STANDARD DELIVERY £30

We are also now able to offer a fully insured standard delivery service where should you experience any issues, 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.

PREMIUM DELIVERY FROM £60

 We will pack your fish in the morning of the day of delivery and drive them directly to your door at a specified time slot the same day. Our tanks to yours direct in a matter of hours. No overnight couriers or tracking, just a direct phone line to your hands free designated driver. Our new fleet of heated vans and trained live stock drivers will ensure your fish are delivered in pristine condition every time. 

The options for all new delivery services are now built into the website at the checkout.

We will obviously continue to pack our fish to the exceptional standards we are known for and will always be available to help with any problems regarding your delivery should they arise.

This is a minor change to our operating procedures which will only affect the very few. Should you have any questions regarding our policies please don't hesitate to call or Email us.

Martyn Sims CEO

Sims Tropical Fish Limited

All sizes described on the website are an approximation. We are dealing with livestock and 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 FISH ON THE WEBSITE ARE AVAILABLE TO ORDER FOR COLLECTION OR DELIVERY WITHIN 14 DAYS OF PURCHASE. WE CURRENTLY DELIVER 90% OF OUR ORDERS WITHIN 7 DAYS OF PURCHASE.