Shipping & Returns Information
Kraken Corals offers free delivery to UK customers who spend over £49.00 on our website (excluding Livestock items). Free delivery is available for UK customers only. For orders under £39.00, we have a small delivery charge of £2.50 for Royal Mail Tracked 48 delivery. This service can also be upgraded to Royal Mail Tracked 24 or DPD next day delivery for a small cost.
UK Delivery Options
For UK based customers, we have various delivery options which can be selected at the checkout.
1. Free Postage - Our choice of Royal Mail Tracked 24 or DPD Next Day (courier selection depends on order value and shipping location and is chosen by Kraken Corals ) - FREE when spending over £39.00
2. Royal Mail Tracked 48 - £2.50
3. Royal Mail Tracked 24 - (Orders under £39) - £2.99
4. DPD Next Day - £4.99. (Please Note: DPD only deliver Monday to Friday, so orders shipped on this service on Fridays will not arrive until Monday).
5. DPD Saturday Delivery - £13.00 - This can be selected if you can only accept delivery on Saturdays. For this service, orders can be placed any time before 3pm on Friday.
6. Livestock Shipping - DX - £24.00 Includes polystyrene box and heat packs if required (Please see Livestock Shipping section below)
Orders placed with standard free shipping service will be shipped using our choice of next day courier. This could be Royal Mail Tracked 24 or DPD Next Day. The courier selected is as the discretion of Kraken Corals and depends on the order value/weight and postage location.
Please Note: We may split your delivery into more than one parcel if size or weight limits will not allow us to ship the order in one parcel. If this is the case, you will receive separate order dispatch emails for each parcel, each with its own tracking number.
Backorders
If an item is currently out of stock, the stock level will show as "NONE IN OUR WAREHOUSE, BUT AVAILABLE TO ORDER FROM SUPPLIER". This means we do not currently have the item ready to send, but we will order it in from our supplier.
There will also be an orange box that pops up at the checkout to notify you that there is a Backordered item on your order.
If your order contains a bacordered item, the full order will be held until all the items are in stock and ready to send together. If you do need the order to be split and the backordered item to be sent separately, please contact us with your order nubmer so we can arrange this. A small postage fee will be applied to cover the multiple postages.
Dispatch Times
Orders placed online or by telephone before 3pm Monday to Friday will be shipped on the same day, using the selected delivery option. We do not dispatch orders on weekends or bank holidays, and these orders will be shipped on the next working day. You will receive an order dispatch confirmation email with tracking details once your order has been shipped.
Tracking Details
All orders will receive a dispatch confirmation email when the order has been shipped. This tracking number can be used to track the parcel on the appropriate courier website. Standard Royal Mail tracked barcodes (13 digits long, ending with 'GB') can be tracked using the Royal Mail track and trace website:
If your order has been shipped with DPD, you can use your 9-digit tracking number to track your parcel on the DPD website:
If you need any assistance with tracking your order, please contact us and we will be more than happy to assist.
Livestock Shipping
Please Note: If delivery is required: 'Livestock Shipping - DX' Must be selected at the checkout.
We regret that we are unable to ship livestock overseas and to some areas in Scotland.
Due to the nature of livestock, we generally need a few days to prepare the livestock and arrange the delivery. We will contact you to arrange which day will be best for you to accept delivery. We will never send the order without confirming with you first.
We dispatch livestock weekly with DX's Livestock Service (DOA Insured) which is a next day service and is generally delivered between 9am – 1pm. Our dispatch days are Tuesdays, Wednesdays and Thursdays.
Please Note: In the rare case of DOA (dead on arrival) or livestock arriving in an unhealthy condition, we need to be made aware as soon as possible, and within 1 hour of delivery, with images of the condition of the animal. Failure to notify us in time will void the DOA insurance policy with DX.
Please Note: All livestock orders must be despatched within 2 weeks from date of purchase.
Although every effort is made to keep our stock levels up to date, we also sell the livestock instore so some update delays may occur. For up-to-date stock, please call us on: 01254 375 333.
Aquarium & Larger Item Pallet Delivery
If you have ordered a large aquarium or filter system from us, we will attempt to contact you by telephone or email to arrange the delivery of your new aquarium. Large aquariums are shipped on a pallet service through Palletways or Drop shipped from our supplier. Please be aware that this is a kerbside delivery service. Please Note: The delivery driver is unable to assist with the unloading of your aquarium from the pallet, and the responsibility for this lies solely with the consignee.
For larger glass aquariums, it may be necessary to have additional assistance to help with the unloading process. If you have any questions about the delivery of large aquariums, please do not hesitate to contact us here.
Please Note: We can only deliver larger items such as aquariums to mainland UK and excluding Highlands. We regret that we are unable to deliver to NI, ROI, IOW, IOM, Channel Islands or anywhere overseas.
Please note: Delivery times and availability are subject to the suppliers of the aquarium. Additional charges may be incurred when aquariums are being dropshipped directly from supplier, depending on the size of the aquarium and the delivery location. We may contact you after your order has been placed to discuss these if necessary.
International Delivery Options
We welcome international customers, however a delivery charge will be applied to customers based outside of the UK, to cover the added costs of shipping the item overseas. This charge will be automatically calculated based on the weight and size of items placed in your shopping basket and displayed at the checkout stage before the order is confirmed.
All international orders are shipped with a tracked service, and the tracking number will be emailed to you once we have successfully dispatched your order. We do not ship items using standard airmail services, we we find this service to be unreliable, and delivery times unpredictable.
Returns
Change of mind returns:
You have 60 calendar days to return an item (excluding livestock) from the date you received it. To be eligible for a refund, your item must be unused and in the same condition that you received it. Your item must also still be in the original packaging.
Please include your full name and address and order number (if available) inside the parcel, so we can easily identify the sender. It is not necessary to include a returns authorisation number (RMA) inside the parcel. If the sender is unidentifiable, we may be unable to issue a refund.
We will notify you via email once the item has been received at our warehouse, and we will submit a full refund for the item cost back to the original payment method used to make the order. Please Note: It may take up to 3 - 5 working days for this refund to appear in your account after it is submitted. This processing time varies depending on the bank or financial institution. Please note: costs for special delivery or next day delivery services will not be refunded.
We always recommend using a tracked service to return items.
If items returned are lost in transit, we may be unable to offer any refund. We can accept returned parcels between the hours of 09:00 to 17:00 Monday to Friday.
Livestock, Frozen Food and Live Food of any kind is not eligible for return.
Pallet (Aquarium / Large Item) Returns:
Any items that were delivered via Pallet Service would incur the initial delivery cost charged to Finest Aquatics Ltd.
Pallet Returns would be at the customers risk and it would be the customers responsibility to ensure the item is packaged and secured to the pallet adequately to prevent damage in transit.
Finest Aquatics Ltd will not be able to issue a refund for an item that is returned in a damaged, used or unsellable condition.
Any insurance claims would need to be handled by the customer directly with the transport company. Finest Aquatics can provide consignment details to help with this.
Returning incorrectly ordered items for replacement:
If you have ordered an item incorrectly and wish to swap for another item (for example, you order the incorrect size of filter media), we first need to arrange the return of the original order. Please follow the standard returns procedure stated above under ‘Change of mind returns’ to return the order to us, and the original order will be refunded back to the original payment in full upon receipt of the item(s).
If you require a replacement item, this can be ordered at any point. Payment will need to be made for the new order at the point of purchase. It is at the customers discretion whether they wish to wait for the initial refund to be processed before reordering or wish to order the item straight away. In some case when items are required urgently, we recommend placing a new order for the correct parts as soon as the error is noted, for this order to be dispatched immediately, and then arrange the return of the incorrect order later for a refund.
Warranty replacements for items that have developed a fault:
Please note: we are unable to provide equipment on a loaned basis for items that have developed a fault. Therefore, we advise you to have spare items of equipment to use in case of faults developing.
If you are experiencing a technical problem with your item, please contact us, as many issues can be resolved quickly and easily, and our support staff can arrange to have spare parts shipped if required to fix the item. Please provide as much information as possible, and if images can be supplied, this can help us easily diagnose the problem with your item.
If we suspect there is a fault with the item, we may ask you to return the item to us for further investigation. We have access to a range of testing equipment and our experienced and knowledgeable technicians will investigate the problem. We will notify you on receipt of the item. Once testing is completed, we will share the results with you. If the item can be fixed, we will arrange this and then ship the item back to you immediately. If the item is beyond the scope of repair, we will arrange to have a replacement item shipped to you immediately on our expedited delivery service. Your warranty period will continue from the original purchase / delivery date.
Finest Aquatics Ltd denies liability for any consequential loss caused by damaged or faulty items.
Please be aware that some parts of products sold are not covered by a guarantee. These include bulbs, impellers, diaphragms and seals. This is because they are either moving parts or consumable items.
We always recommend using a tracked service to return items. If items returned are lost in transit, we may be unable to offer any refund or replacement.
Incorrect items sent at our error:
We operate as efficiently and accurately as possible. In the rare occasion you receive an incorrect item that was not ordered by yourself, we may require the incorrect item returned to ourselves before the correct item can be sent. In this instance, return postage will of course be covered by ourselves.
Finest Aquatics Ltd denies liability for any consequential loss caused by correct items not arriving on time.
Electrical Equipment:
Please be aware that some items do produce noise when operating normally. These include (but not limited to); air pumps, skimmers, internal and external filters etc.
If you decide an item produces too much noise and the item is not deemed to be faulty, returning the item would come under the standard ‘Change of mind returns’ policy above.
Our returns address is:
Finest Aquatics
C/O Kraken Corals
Unit 16 Montague Road
Widnes
WA8 8FZ
United Kingdom