Livestock Arrival Conditions

We pride ourselves on the health of our livestock, and offer you a Live Arrival Guarantee on all orders poviding you follow the following conditions.

Please note : The pictures at the bottom of the page are the kind of pictures we would like to see when following up on a DOA

Dead On Arrival Procedure – to qualify for our live arrival guarantee you MUST do the following.

1: If you suspect your order is DOA (dead on arrival) or any other issues at all please contact us (contacts link) on the day of delivery within 1 hour of signing for delivery. Also, within 2 hours, you must send us photographs of the livestock, both in its original shipping material and also unpacked (but still in water if possible – we will not accept photos of livestock removed from arrival bags by the purchaser and in the aquarium unless you have informed and provided us with any arrival issues). We will accept evidence of damage on unpacking if pictures are provided prove this Failure to provide these photogrpahs will invalidate your live arrival guarantee.

If in doubt or unsure on arrival please take pictures and make us aware on arrival of any possible issues that you may be concerned with also, it is no good hours or days after the case it must be on arrival.

Please make sure your photographs are clear, unclear photos will not be accepted.

Please make sure you are available to receive your order, if you do not sign for your order you will not be elegible for the live arrival gaurantee.

Please note : During the winter months (October till March) there may be delays in shipping to to weather conditions this time of year.

Once you have provided the above, we will contact you to arrange credit notes.

Our packaging policy

please note that every order will be packaged and shipped as follows.

Your order will be photographed before packaging, during and after packaged and forwarded to by email provided on ordering before shipping to highlight that your order has been appropriately packaged and full care taken by ourselves to ensure that your order arrives in the best condition possible and indeed that your order is in excellent condition on leaving our care.

Each item will be double bagged securely closed then placed in appropriate sized Poly box along with upto 2 48 hour heat packs (less in summer months than in winter) this will then be shrunk wrapped to ensure that poly box is not crushed and not easily split we will then place this in a twin walled cardboard box to give extra heat retention and limit possible damage. From here Please see the above live arrival guarantee terms for damaged orders on arrival and possible problems with delivery.

DOA EXAMPLES AND PICTURES THAT WILL BE NEED FOR ANY DOA CLAIM ARE BELOW. PICTURES ONLY OF THIS EXAMPLE WILL BE ACCEPTED AS PROOF OF DOA

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