Shipping & Returns Information
Before you order it's important to note that some of our products are not available for home delivery, this is to protect the product from delivery issues. Each product page will display a notice if a product is not available for delivery, you will however be able to reserve any product for collection from our store.
Contract of sale & Price
Where possible all our prices are correct at the time of publishing, however sometimes mistakes are made with pricing. We reserve the right to cancel or refuse an order if a price is incorrect and a full refund for the order will be made. Once an order is despatched the contract of sale is deemed complete and the price will be honoured.
Delivery is priced in several ways based on weight and the type of product being sent. Prices are shown during the checkout process.
Free Delivery is available on Dry goods orders over £75 (subject to change). however this may not be available to all postcodes and will exclude heavy fragile items which incur extra delivery cost such as sumps and certain tanks. Orders for livestock will incur a shipping charge calculated at checkout and at shipped in polystyrene shipping containers with heatpacks depending on the weather.
We post dry goods Monday-Friday, but due to courier restrictions we only post LIVESTOCK on a Tuesday or Wednesday ONLY to reduce the chances of issues. we can possibly post other days if you consult with us before despatch. When ordering live goods you will be contacted to ensure a suitable delivery day before we despatch the items to prevent them being left in the postal system longer than necessary.
Adding to Your Order
If you already have an order with us that has not yet been despatched you may add additional items to your order without any additional postage cost. Please select "collection from store" at the checkout. Please note if you do not have an existing order or your order has already been despatched you will be contacted in regard to payment or cancellation of the additional order.
Collection is available from our main store Clayton Le Moors, Lancashire, United Kingdom, please select the appropriate delivery method at the checkout and contact us to arrange a suitable collection date.
Where possible we do try and be as competitive we can. We do offer a price match service but this is at our discretion as it may not always be financially viable to offer a price match on all products. We do not price match against Ebay or Amazon or against other stores discounted or sales items.
We do everything we can to ensure that each coral leaves our facility as healthy as possible. We use the highest quality packaging materials for this and keep excellent contacts with our shipping service providers so that valuable animals reach you safely. Please check your order for any damage as soon as you receive it. If damage is visible on the corals, please take photos and inform us immediately via email on email@example.com
Dead on Arrival Guarantee
We have close to a 99% success rate when shipping corals with our packing techniques!
We guarantee live arrival with a signature upon delivery. Someone must be present to sign for the package. We ship all our corals on a before 1pm delivery unless higher priority shipping is selected at the checkout. We cannot be responsible for DOA when the product has been returned to the sorting / parcel office because you were not in to sign for the item or if the courier / postal service is late delivering, livestock is sent at buyers risk.
If there are DOA corals / critters , we must receive notification of DOA via email firstname.lastname@example.org within 2 hours of delivery.
Within 8 hours we must receive a clear picture of DOA* coral(s) / critters. We may request to have the coral skeleton sent back to us. Its also important that any packaging / packaging damage is photographed should a claim against the couriers be required for mishandling our parcels.
Because shipping stress may cause corals to change colours or be damaged, we may ask you to allow a period of time for the coral to come back, and then be evaluated for DOA. Some products such as zoa and acans make take some acclimatization before they fully open please take this into consideration when contacting us regarding a DOA.
If you do receive a DOA coral or critter we will happily replace the coral if possible, if the coral is not available for replacement we will issue a store credit for coral purchase only (store credit valid for 6 moths after purchase), shipping is nonrefundable.
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as live and frozen food cannot be returned.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer unless instructed to do so by our technical support staff.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 3 CUNLIFFE COURT, CLAYTON BUSINESS PARK, CLAYTON LE MOORS, ACCRINGTON, LANCASHIRE, BB5 5JG, United Kingdom.
Shipping a returned product
To return your product, you should mail your product to: KRAKEN CORALS, 3 CUNLIFFE COURT, CLAYTON BUSINESS PARK, CLAYTON LE MOORS, ACCRINGTON, LANCASHIRE, BB5 5JG, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please include your original order number and contact details so we can deal with any returned products swiftly.