Sims Tropical Fish Livestock Guarantee & Delivery Policy
Should You Have Any Questions Regarding Our Livestock Guarantee & Delivery Policy Please Don’t Hesitate to Contact Us.
ALL LIVESTOCK IS GUARANTEED FOR SEVEN DAYS
We do not offer refunds for livestock that arrive deceased (DOA) or for any losses that occur within the seven-day guarantee period.
Instead, any verified losses will be replaced free of charge with your next order, subject to the conditions below.
To qualify for a replacement, we require clear supporting photographs sent via email within the guarantee period.
If you experience any issues with your livestock or delivery — although rare — please contact us and we will always work to resolve the matter promptly.
Retail Customer Orders Tel: 07801323641
Email: retail@simstropicalfish.co.uk
We Will Always Try Our Upmost To Resolve Any Problems.
INSURED LICENSED COURIER DELIVERY
THURSDAY, FRIDAY AND SATURDAY
Please Select Your Delivery Date At The Checkout.
Insured, licensed courier delivery is £20 per livestock order
No minimum or maximum order value
All livestock remains covered by our 7-day guarantee
Any verified losses will be replaced with your next order upon receipt of supporting photographs via email
Courier Service Level Agreement
Our courier collects livestock from us on the evening before your selected delivery date. Delivery is made the following day before 1:00pm, with livestock maintained in the same condition and temperature as at collection.
Tracking details will be sent directly by our courier (DX) on the evening of collection. You will also receive a text message around 9:00am on the day of delivery with your estimated delivery time slot.
Please ensure someone is available at the delivery address to receive the livestock on the scheduled delivery date.
COLLECTION IN PERSON
THURSDAY, FRIDAY AND SATURDAY
Please Select Your Collection Date At The Checkout.
Collection in person is free of charge
No minimum or maximum order value
All livestock is covered by our 7-day guarantee
Any verified losses will be replaced with your next order upon receipt of supporting photographs via email
Collection Address:
Aqua Distribution Ltd
Unit 4, Fleet Business Park
Itlings Lane
Hessle
East Riding of Yorkshire
HU13 9LX
What happens after I place an order?
You will receive delivery or collection date confirmation by email within 24 hours of purchase.
Do I need to read the delivery policy before ordering?
Yes. Please ensure you have read and agreed to our delivery policy before placing an order. By completing a purchase, you confirm your consent to the policy.
Can I change my delivery or collection date?
Yes — if you need to make a change, we’re happy to reschedule to a more convenient date where possible.
Important Information & Policies
If there are any changes to your delivery or collection date, we will contact you immediately
Currently, 95% of retail orders are delivered on the customer’s selected delivery date
Sims Tropical Fish does not operate retail stores open to the public
We manage and operate the logistics and distribution of aquatic livestock across the UK for both trade and retail customers
Due to the volume of livestock processed daily, we are unable to provide photographs of individual fish
Our experienced team will always select livestock as close as possible to the advertised images
All sizes listed on our website are approximate, as livestock is seasonal and naturally variable
Our website does not reflect live UK distribution centre stock levels
All livestock displayed is available for delivery or collection within 14 days of purchase
Frequently asked questions about our policies
How quickly do I need to report a DOA?
Within 4 hours of delivery. Photograph the deceased livestock in good light, email retail@simstropicalfish.co.uk with your order number and the photos. Replacements are processed on the next available delivery slot at no charge.
Why don't you offer cash refunds on dead livestock?
Replacement protects future welfare standards and prevents abuse of the system. It’s the industry-standard policy across OATA-registered livestock retailers — cash refunds on live animals create perverse incentives. The 7 Day Livestock Guarantee guarantees you get fish in conditioned state, not just money back.
What's the difference between Standard and Insured delivery?
Standard Delivery (£20, Thu–Fri service) covers DOAs reported within 4 hours under the 7 Day Livestock Guarantee. Insured Delivery (£30) extends cover to in-transit losses regardless of cause — delayed couriers, extreme weather, anything outside the standard 4-hour reporting window.
Can I cancel an order after placing it?
Yes, before the morning of dispatch. Email or WhatsApp us with your order number. After dispatch (typically Thu–Fri morning) the order is in DX Express’s hands and cannot be cancelled — you can refuse delivery but a restocking + courier charge applies.
Do you ship to Northern Ireland, Ireland, or the EU?
UK mainland only on this site. Northern Ireland, Channel Islands, Republic of Ireland, and European Union shipments are handled separately — contact us for a quote and customs documentation.
What happens if I'm not home for delivery?
The DX driver phones on approach. If you can’t take the delivery, they’ll attempt next-day re-delivery once. If that fails, livestock returns to us and a re-shipping charge applies. Insured Delivery includes re-shipping cover at no charge.