Shipping & Returns

  1. We offer a next working day delivery for Live Rock and dry goods. It is available on all In Stock†items (excluding aquariums) if ordered before 2pm. Next working day delivery is only available to UK Mainland addresses (Not Including Scottish Highlands and Ireland). Direct delivery & Special Order items state an estimated delivery date next to each product, these are a guide only.
  2. If goods are not received within 7 days, contact us direct on tel: 01446 737210 and we will either offer you alternative products to the same value or a full refund.
  3. All goods must be signed for upon delivery and any damages/shortages reported to us within 24 hours.
  4. All goods are available to be tracked online by our couriers.
  5. Rock 'N' Critters offers a free delivery service on orders over £100 within UK mainland:†

    5a. Orders are charged †£5.99 delivery charge for dry goods and £14.99 for live rock and live stock. .†

    5b. The following UK postcodes AB30-56, IV, HS, KA19-28, KW, PA20-49, PA60-78, PH17-26, PH30-50 and ZE will incur an extra delivery charge.

    5c. The Isle of Man (IM), Northern Island (BT) and Isles of Scilly (TR21-25) are all subject to additional delivery charges.

    Please contact us for additional delivery charges or other destinations on 01446 737210 or e-mail us at†customer-service@rockncritters.co.uk

  6. We can offers both full and half Pallet rates available on request.
  7. Rock 'N' Critters denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers. In the unlikely event of a delivery not arriving on time, any extra delivery charge will be refunded. However we cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.
  8. LIVE †ROCK - Refunds of the Live Rock only will only be made once the customer has arranged for the parcel to be returned to us (at customers expense) immediately. Please ensure that your item is adequately re-packaged, preferably using the original outer packaging. A re-stocking fee of 15% may be applied. We do not refund postage.
  9. NON-FAULTY DRY PRODUCTS RETURNS CONDITIONS- In the event that we, at our absolute discretion, agree to accept the return for credit of unwanted products, the Goods must be returned with our prior written agreement within 14 days of delivery. The Goods must be unopened, with the manufacturer's seals intact and in perfect re-saleable condition. All non-faulty returns are liable to a 15% restocking fee, unless incorrectly supplied by Rock N Critters ltd. Incorrectly supplied items must be returned in their original condition, or a re-stocking fee of 15% will be charged. Original condition: accessories, manuals,software & warranties must be enclosed in their in their original packing and be undamaged. Securely re-package the item/items in the same way they were sent to you.
  10. FAULTY DRY PRODUCTS RETURNS CONDITIONS- If the product is still under guarantee we will repair or replace the item for you. If the item is no longer available we will send a substitute of equal or greater value. Please note we will pay to send the replacement item to you but the customer must pay the cost to return it. We do not refund postage.
  11. Courier companies will attempt to delivery your parcel/s on two occasions (A card should be posted at each unsuccessful delivery attempt). If at this point a delivery cannot be made the parcel/s will be returned to the depot for collection by yourself.
  12. Please note we try to keep all products in stock, however at times out of stocks cannot be avoided. We will email you updates on your orders status to keep you fully informed.

 

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