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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

TUESDAY, WEDNESDAY, 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.

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Please ensure someone is available at the delivery address to receive the livestock on the scheduled delivery date.

COLLECTION IN PERSON

TUESDAY, WEDNESDAY, 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:

TropCo Tropical Fish House

Bourne Valley Fish Farm
Hamptons Road
Hadlow
Tonbridge
Kent
TN11 9RG

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