Complete Aquatics – Delivery

CORONA VIRUS INFORMATION

During these difficult times, we wanted to reach out to our customers to let them know how we are currently handling the situation at Complete Aquatics.

Support - We understand we provide essential products for your pets, so we will strive to keep our service running at full speed.  We have most of our office staff working from home, so we can minimize the risk of spreading the virus.  They have access to the same systems we use in the office so we expect to offer our same high levels of service during this unprecedented time. 

However please understand we are offering ONLINE CHAT and EMAIL support ONLY.  For urgent equiries you can request a call back but please try and stick to these ines of communication during these times.  Our online chat when possible will be available between 8 - 4.30 Mon to Friday

Our warehouse staff are now operating more spaced out and have introduced a frequent cleaning system on all packaging tools.  We now have a strict no access for delivery personnel into us, apart from leaving goods outside.  We are having  regular checks with staff for checking of any symptoms.

PLEASE where you can email for non urgent enquires and we will respond usually within a few hours during working hours.  However for more urgent support then call 01254 20845.  We are currently down to one phone line so a quicker response may be from online chat or email - We will get back to you though, we are there for you.

Delivery Information - Most deliveries are still being sent and delivered on time, however due to the current situation we are seeing a huge increase in orders and also enquiries.  This is leading to some delays so please bear with us during this trying time.  Also we are seeing slight delays with couriers and royal mail, so please allow a little extra time for these to be delivered once in the network.  We are seeing most deliveries sent and delivered on time which is great to see.

We therefore are operational, however we would appreciate your understanding during this period if we are slightly slower than normal in answering your queries etc. 

We would like to thank you for your continued support and kind wishes we have received, from all our valued customers.   We thrive off customer service so will do our upmost to continue to run at our usual high standard. 

We wish everyone well, please stay safe, stay at home where you can and together we will get through this difficult time. 



Delivery Charges and Information- 

UK Mainland:-

Free delivery is available on all orders above £50. For orders under the value of £50, our delivery charges for most items start at £1.99 or £3.49 for Royal Mail items. This is via Royal Mail 24.  We also do offer the option of a courier upgrade using DPD couriers, this is usually £5.99 instead of £1.99 or £3.49, so you can then receive a text notification and email to let you know a 1-hour delivery slot, meaning you do not need to wait in all day for the delivery. Please note this 1-hour slot is issued by DPD on the morning of the delivery. You are also able to track your package through either our or DPD's website and can track the parcel to your door. In addition to the standard courier upgrade, we also offer other courier options such as AM weekday deliveries and Saturday deliveries, all of these options and prices can be seen either in the cart window or at checkout so you can choose the shipping method that is best for you.  When your order is above £50, this automatically qualifies for our special DPD Courier service with the text and email notifications. On rare occasions, Complere Aquatics may need to contact the customer if quantity number of items ordered are too heavy and may need to be upgraded to a pallet delivery, this is done at Complete Aquatics cost. 

For the delivery of larger glass aquariums or vivariums, it is not possible to use any courier option and these are delivered on a pallet service.  Please see our information section below on the delivery of these products.

Areas outside UK Mainland - Scottish Highlands, Islands, Northern Ireland, Ireland etc:-

Where we can send parcels through Royal Mail we will do so, in order to keep delivery costs to a minimum.  However, when the items ordered are not able to be sent through Royal Mail then the available delivery options will be presented to you at checkout or in the cart window along with any additional charges.  By entering your address in the Cart or Checkout page, the different charges and options will be presented.  Although we have tried our best to cover most postcode and Ireland areas with our shipping methods and charges, there may be instances where we need to contact you for additional shipping charges, but this is very rare. Most areas are now covered with our extensive shipping options.

Channel Islands - When placing orders for any goods being shipped through DPD going to the channel islands we advise calling our customer service team prior to placing the order for a shipping quote. As a rule, our standard charge is £12.50 for goods weighing up to 10kg. Each 1kg after 10kg is £0.80 on top of the £12.50 charge. 

Delivery Despatch and Delivery Time Information - For UK Mainland, we aim to deliver most orders within 1-2 working day from the date of ordering. For orders placed before 12.00 Noon GMT, we try to dispatch the same day. For orders placed after this time, the following day will count as the order date. There is no weekend dispatch so all orders placed on Friday after 12.00 Noon, will count as Monday being the order date. These orders will, therefore, be dispatched Monday. Most orders are delivered within 1 day, however, there are times when Royal Mail are running slow so please allow an extra few days for these rare occasions.  Despite our best efforts and systems, we have in place, there are rare occasions when orders are delayed due to stock issues or other reasons.  We always do try our best to keep in touch with our customers and let you know if there are any delays.  Please get in touch at any time if you would like an update on your order progress.

For areas outside UK mainland, delivery times can take 2 - 5 days depending on your location so please allow extra time for delivery.

We do use a number of different delivery methods due to the different types of products we sell and therefore Complete Aquatics offer these delivery times as a guideline only. Actual delivery times after dispatch will depend on the carrier used, and your delivery address as well as other circumstances beyond our control. The chosen delivery method is totally at our discretion as your actual checkout basket can sometimes alter the shipping method normally used, so if you would prefer a specific service to be used, you must notify us before placing your order with us. For faster delivery services, additional costs are likely to be charged

We understand it is not always possible to thoroughly check the goods insides the packaging, before signing for them, although we do ask you to report any damages within an hour of receiving the goods which we feel is adequate time for inspecting the goods

Delivery of Aquariums, Stands and Cabinets and other large/fragile items - Large Aquariums unmanageable through the courier system are sent via a pallet network and are usually delivered free of charge to mainland UK. Customers outside mainland UK will be contacted prior to processing your order should further charges apply, although our website should work out additional charges for most areas outside UK mainland. 

For large glass aquariums, we always try to contact the customer to arrange a suitable delivery day as carriers are not insured to carry any item into the house so please be sure to have help available if required. Carriers will also charge between £5 and £20 for a second delivery so you must ensure you have a responsible person available to receive the delivery as arranged.  We offer a number of optional pallet delivery options such as AM, timed, or Saturday deliveries as an optional extra, which can be seen in the cart or checkout pages.

Due to the fragile nature of aquariums, you must check all the packaging for signs of damage such as rips or tears in the packaging before signing for the goods.  We understand it is not always possible to thoroughly check the goods insides the packaging, before signing for them, although we do ask you to report any damages within an hour of receiving the goods which we feel is adequate time for inspecting the goods.  We cannot accept any responsibility for damaged goods reported after this timescale. Large glass aquariums are sent via a palletized delivery service. Whilst we do our utmost to ensure that all goods are securely packaged and protected, there are occasions where fragile products may become damaged during transit and if this happens please follow the above steps.

Please understand these guidelines are put in place to protect ourselves and our customers. Please ensure these are followed accurately.