Customer Care
Delivery &
Livestock Guarantee
Your fish deserve the safest possible journey. We take exceptional care when preparing, packing and delivering every livestock order.
Specialist Delivery
Carefully packed from us to you
We understand that one of the main concerns when buying fish online is making sure they arrive safely and in excellent condition.
That is why we place great importance on the quality of our packaging. We use high-quality fish bags and carefully designed packaging that provides excellent heat retention throughout the journey.
Our aim is simple — for your fish to arrive with you in the same excellent condition that they left us.
Specialist Courier
Our livestock is transported using a specialist overnight courier experienced in the handling of boxed fish.
Careful Packing
We never overcrowd our fish bags. When necessary, orders are divided between additional bags or boxes to provide the safest journey possible.
Temperature Protection
Our packaging has been developed to retain heat and protect livestock from temperature changes while in transit.
Priority Delivery
Fish orders are sent using a priority morning service wherever available to help minimise the time livestock spends in transit.
Guarantee
Our Guarantee
Buy livestock with confidence
We are confident in the quality and health of our fish, which is why livestock supplied by Aquatics First is covered by our 7-day livestock guarantee.
The guarantee applies for seven days from the date your fish are delivered.
We cannot cover livestock that has been kept in unsuitable conditions, has been allowed to jump from an aquarium, or where an issue relates to livestock already present in your aquarium.
We strongly recommend that newly purchased fish are kept separately from existing livestock wherever possible until you are completely satisfied with their health and wellbeing.
Need Our Help?
Making a guarantee claim
Problems are rare, but if something does go wrong we want to make the process as straightforward as possible.
Contact us
Please contact Aquatics First as soon as possible if you have a problem with any livestock covered by the guarantee.
Keep the fish
Please do not dispose of the fish until you have spoken to us. We may need to request a photograph to help us assess your claim.
We'll resolve it
Because of the cost and specialist nature of livestock shipping, replacement deliveries may not always be practical. Where appropriate, qualifying livestock losses will be refunded.
We're Here To Help
Questions about livestock delivery?
If you're unsure about delivery, packaging or our livestock guarantee, please contact us before placing your order.