Frequently Asked Questions How much will delivery of my order cost?
We have a single delivery charge of just £2.99 per order. Orders of £39 or above are delivered free within the UK. We are also delighted to deliver to The Republic of Eire at just £16.95 per order no matter how large the order is.
Do you have a minimum order value?
No. All orders are welcome, the U.K delivery charge remains at a flat £2.99.
How do you choose the items you stock?
We have 25 years experience in the aquatic trade and we know good from bad, which products work and which don’t. We look for value and reliability; when you buy from us you can be confident we have used every product we sell: often for decades.
I’m worried that if I buy from you I might not receive proper warranty support if something goes wrong.
We are fully accredited dealers for every product we sell. We deal direct with manufacturers and distributors and have very positive long established working relationships with them all. Warranty issues are dealt with swiftly and efficiently. That said, many issues can be sorted out easily with good advice regarding equipment use – just give us a call if you need help.
How quickly will my order be dispatched?
Unless we are extremely busy in-stock orders are dispatched the same day - typical order processing time (from receiving your order to packing) is only a few minutes. If, for whatever reason, we cannot supply an item we will get in touch promptly to discuss the situation. Don’t be afraid to get in touch if you need an item urgently; we will rush an order out to you if necessary.
I'm not sure what I need…
No problem. We know all our product range inside out and back to front and offer free, expert technical support. Just make a note of which products you are interested in and either give us a call or send a brief E-Mail - either way, we are sure we can help you decide.
How long do fluorescent tubes last?
Although some tubes continue to function for a long time their output spectrum becomes restricted and output levels fall - encouraging algae blooms and reducing plant growth. For best results change the tubes on your setup every six months.
My heater has lasted for years but now seems to be over heating my set up a bit even though I’ve turned it down several times.
Heaters that start to play up in this way are headed for failure. Always keep a spare heater on hand and never leave a heater in place that you cannot rely on.
Why can't I wash my activated carbon and phosphate remover out and re use them?
We are huge fans of the positive effects of chemical adsorptives such as activated carbon and phosphate remover but they just don’t last. Change adsorbatives at each filter change or every four to six weeks which ever is the soonest.
I've ordered the wrong thing!! Am I stuck with it?
None of us are perfect…If the item is unused, in its original packaging and was not a special order we are usually prepared to help out with a prompt exchange. Just give us a call to discuss the matter...we may laugh, but we can usually help.
Please be aware that the item must be returned to us in "as new" condition. Items that are or have been wet, have damaged packaging or missing accessories will not be accepted. Every returned item is carefully inspected before a credit or exchange can be issued.
I changed all the pads in my filter and now my aquarium is cloudy!!
It's possible to disrupt the biological balance of your setup by cleaning your filter too radically. If you need to change all the filter media in your filter do it in stages and take your time…. If you've already made the error then restrict feeding for two weeks, add a good aquarium clarifier and a decent bacteria culture to restore order - don't keep changing water - then let things settle, it will improve. Don't forget to add some Chemizee to control ammonia levels while bacteria re establish themselves in the filter.
Some friends and I want to club together and place a bulk order to last us a while. Will you do us a deal on a large order?
We might well. It all depends on the size and content of your order - please contact us to discuss the issue.
I've searched your site and I can't see what I need!!
Don't worry - give us a quick call and we'll soon put you right.
Everything’s going wrong and I need help. I’ve had lots of conflicting advice from online forums and dealers.
We offer free expert technical support on any fish keeping matter to all our customers. Just give us a call and ask to be put through to tech support. Whatever your problem, we’ve seen it all before
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