Please find below a sample of Frequently Asked Questions Should the answer that you are looking for not be noted below, please feel free to contact us via email, or call us on 01322 351 673:
1. What are your opening hours
1. What are your opening hours:
We are a traditional retailer with premises in Bexleyheath Kent. As such, our shop is open seven days a week. Our opening hours are:
Monday to Saturday - 09:30 - 17:30
Sunday - 10:00 - 16:00
We have a number of shipping rates applicable to the items that we have listed upon our website. Our standard shipping charges are as follows:
- Orders below £15 cost £3.95 - these are usually shipped by Royal Mail
- Orders over the value of £15 cost £6.95 - these are generally shipped by carrier, or by Royal Mail dependent upon your location or the weight of the item
- Orders over the value of £50 generally have free shipping and are shipped by carrier.
Occassions when additional shipping charges may be applicable
There are two circumstances when additional shipping charges are applicable to orders placed.
If an item is oversized or heavy, such as a 25Kg bucket of Marine Salt, an additional shipping cost may be applied to the item. This will be highlighted on the product page in orange text, next to the price.
In addition to oversized or heavy items, unfortunately the vast majority of couriers have surcharges for delivering packages in the Scottish Highlands and outside of the mainland United Kingdom (e.g. the Channel Islands or Northern Ireland). Due to the extremely competitive nature of our market, we have to pass such charges onto the customer. Should an additional charge be required due to your location, we will contact you to discuss this. Should this charge be unacceptable, we are very happy to provide you with a full refund.
We regret that we can not be specific about the shipping charges that are applicable due to the different nature of the products that we sell. For example, a small test kit can be sent anywhere within the UK with Royal Mail at no extra cost, however a small box weighing over 2Kg can not, and incurr extra charges for delivery outside of the UK mainland. Similarly we would not send out a small lightweight high value item with Royal Mail, as we would need to have full tracking and traceability of the item, again incurring additional fees if the delivery address is outside of the UK mainland.
We apologise for any inconvenience that this may cause, however whilst carriers continue to add surcharges to remote areas, we have to pass these on.
We currently use Paypal for all of the transactions placed online, with payments being made to 'Aquacadabra.' We will be adding Google Checkout and Netbanx to our payment options very shortly, however for the time being, it is possible to made secure payments online with your credit/debit card via our Paypal account (you don't need a Paypal account to use this service)
We do not keep every item that we have listed upon our website in stock at all times, as unfortuntely this is not practical. We do however keep the great majority on the shelf, and should an item be out of stock we will notify you immediately.
Customer satisfaction is our number one priority. Not only do we stock an extensive range of aquarium and pond products, all of which offer great value for money, our levels of customer satisfaction are clearly shown for everyone to see. Feel free to examine our Ebay Feedback Rating for the last 12 months, details of which can be seen below (these are continually updated and are accurate as of 5th September 2011):
| Criteria | Average Rating | Number of Ratings |
| Item as descrbed: | 5.0 / 5.0 | 36494 |
| Communication | 4.9 / 5.0 | 36369 |
| Dispatch time | 4.9 / 5.0 | 36425 |
| Postage and Packaging charges | 5.0 / 5.0 | 41359 |
We are extremely proud of this level of customer satisfaction and we do not believe that any other online aquatic retailer can match this.
