Delivery Policy
Next Day Delivery processing time
We offer Next Day Delivery providing the order is received before 1pm. As much as we'd love to guarantee next day delivery, unfortunately we can't. However, so far 99.9% of orders have arrived next day. All orders are processed within 1–2 business days of receipt product dependant. Orders are not processed or shipped from Friday 1pm through Sunday, or holidays.
If we are experiencing a high volume of orders, delivery may be delayed by a few days. If your delivery experiences a significant delay for whatever reason, we will contact you via email or phone.
Delievery rates and delivery estimates
Delivery charges for your order will be calculated and displayed at checkout. Orders over £100 include free delivery, orders under £100 attract a £5 shipping fee. Live Koi have a flat rate of £30 per box. Northern Ireland has a flat rate of £25 per order, unfortunately Live Koi are not able to be delivered to Northern Ireland.
Delivery Confirmation and Order Tracking
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.
Customs, Duties, and Taxes
We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).
Damages
We pack with utmost care, but damages are inevitable on the odd occasion. We are not liable for any products damaged or lost during shipping. If you received your order damaged, please email us as soon as possible with relevant information and images. We will then raise a complaint with the courier. Save all packaging materials and damaged goods before filing a claim.
Incorrect Shipping Addresses and Refused Delivery
We make every attempt to validate the shipping address provided at checkout to ensure it’s recognised as a valid address. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.
We will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
>Missing or Stolen Shipments
If you didn't receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible:
If you have any questions concerning our return policy, please contact us at: