Shipping & Returns

Delivery and Returns Information

1. We offer a next working day delivery for live rock and dry goods. This is available for 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 and special-order items state an estimated delivery date next to each product; these are a guide only and should not be taken as a guarantee.
2. If goods are not received within 7 days, call us on: 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 of dry goods over £100 within UK mainland. Otherwise, the following delivery charges apply:
   
   a. Orders are charged £5.99 delivery charge for dry goods. £25.00 next day delivery for live stock available Wednesday, Thursday or Friday only (Excluding Bank Holidays). £15.99 for live rock delivery from Tuesday to Friday.
   
   b. 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.
   
   c. 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 customerservice@rockncritters.co.uk
6. We can offer both full and half pallet rates 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 live rock only will only be made once the customer has arranged for the parcel to be returned to us (at the customer’s 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. 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 and warranties must be enclosed in their original packing and be undamaged. Securely re-package the item(s) 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.
11. We do not refund postage.
12. Courier companies will attempt to deliver your parcel(s) on two occasions (a card should be posted at each unsuccessful delivery attempt). If a delivery cannot be made, the parcel(s) will be returned to the depot for collection by yourself.
13. Please note that we try to keep all products in stock; however, it is unavoidable that items will occasionally be out of stock. We will email you updates on your order’s status to keep you fully informed.
14. NON-FAULT/CANCELLATION CONDITIONS - In the event that an order is cancelled, All Refund Cancellations are liable to a 15% restocking fee. This fee is due to processing fees from the payment methods, which is out of our control. However, if agreed, a full amount can be credited onto the customers account. Should customers request to cancel an order before it has been dispatched, this must be done via email to :- customer-service@rockncritters.co.uk
    
    If you have any questions about your order, please don’t hesitate to get in touch.