DELIVERY, CANCELLATION AND PAYMENTS
It is very important to us at All Pond Solutions that our customers understand the delivery processes and services we can provide. Please find below details of our delivery costs and arrival times for all countries that we currently ship to. If you cannot see your location please do not hesitate to visit our customer support centre where you will be able to raise a support ticket with our customer service team.
Please Note: If you are looking to purchase an Aquarium, Terrarium or Chiller, please refer toward the bottom of the text as these are not included in the standard or express delivery as set out below.
UK Product Delivery
Orders £9.99 and Under
Orders £10.00 - £19.99
Orders £20.00 - £39.99
Orders £40.00 and Over
|Royal Mail 2nd Class 2-3 Days||FREE|
|Royal Mail 48 2-3 Days||FREE|
|Royal Mail Tracked 2-3 Days||FREE|
|Royal Mail Tracked 1-2 Days||£4.00||£4.00||£4.00|
|Courier Next Day||£6.00||£6.00||£6.00||FREE|
|Courier Next Day by 12 Midday||£12.00||£12.00||£12.00||£12.00|
|Courier Saturday Delivery||£12.00||£12.00||£12.00||£12.00|
|Courier Sunday Delivery||£12.00||£12.00||£12.00||£12.00|
International Product Delivery
|France, Germany, Belgium, Netherlands, Luxembourg||Economy 2-3 Day||£8.50|
|Ireland (Rep of), Austria, Denmark||Economy 2-3 Day||£12.00|
|Spain (mainland), Italy, Slovakia, Czech Republic||Economy 3-4 Day||
Croatia, Finland, Estonia, Slovenia, Poland, Portugal, Hungary, Sweden
|Economy 4-6 Day||£25.00|
|Latvia, Lithuania, Bulgaria, Romania, Greece||Economy 4-7 Day||£30.00|
Standard Product Deliveries will take place between 08:00-18:00 Monday to Friday.
All orders must be placed before 1pm to ensure they are dispatched that day.
NOTE: For Saturday and Sunday Deliveries, orders must be placed before 1pm on Friday to ensure they are delivered on this date.
Express 24 hour service includes business days only. If an order is placed on a Friday, it will not be delivered on the Saturday or Sunday unless a surcharge has been paid for the upgraded service and the order was placed before 1pm.
Saturday / Sunday orders must be placed before 1pm the Friday of that weekend.
The courier will only be able to deliver to your front door or the main entrance to the building should you live in a flat.
All delivery prices are shown inclusive of VAT.
International orders over 150cm in length will be cancelled due to Parcelforce restrictions.
Due to PayPal regulations, we are unable to change the address on any orders paid for via this method.
We are also unable to change the delivery address of any orders once the products have been dispatched
Aquarium / Terrarium / Chiller (Pallet) Delivery – United Kingdom
UK Mainland Pallet Service 3-5 days FREE
UK Mainland Pallet Service Next Day £40.00
Extended Areas Zone 1 (2-3 days) £70.00
Extended Areas Zone 2 (3-5 days) £100.00
Full Postcode List for Extended Areas Zone 1:
PH1-18, PO30-41, BT, KA1-26, KA29-30, TD, DG, PA21-33, PA34-41, EX, PL1-9, PL16, PL18-21, TQ, PL95, LL, AB, IV1-28, IV30-32, IV36, IV55-56, IV63, KW1-14, PH19-41, PH45-50, DT, KW36
Full Postcode List for Extended Areas Zone 2:
IM, GY1-8, JE, KW15-17, ZE, HS, PA20, KA27, KA28, PA34, PA42-49, PA60-78, PH42-44, IV40-49, IV51-54
If your country is not listed below for International delivery, please contact us so we can give you a quote.
It is advised that you contact us before purchasing if you are an international customer as your postcode will determine the exact cost of the delivery.
Republic of Ireland (2-3 days) £70.00
Belgium, Netherlands (8-10 days) £130.00
France, Germany, Denmark (8-10 days) £130.00
Portugal, Italy, mainland Spain (8-10 days) £170.00
Pallet delivery is to the kerbside (at least 2 people will be needed to off-load depending on item size.)
The couriers WILL NOT be able to assist you with moving the aquarium/terrarium or chiller onto the premises. This is due to insurance purposes.
Express next day service orders must be placed before 1pm to ensure they are dispatched that day.
Deliveries will take place between 09:00-17:00 Monday to Friday. Delivery outside of these hours may be subject to an additional fee and local depot availability.
Should the aquarium arrived damaged, pictures MUST be taken before the courier leaves and sent in a message via our support centre.
Should the aquarium arrived damaged you have the right to REJECT the package and a new one will be issued upon informing us.
Ensure you have checked the aquarium thoroughly before signing for it. Silicone can sometimes be mistaken for cracks. If it is returned to us and no cracks are present, you will be liable for the return cost.
Do not under any circumstances sign for a small or large aquarium delivery without checking the glass first.
All pallet prices are doubled on fish tanks larger than 5 foot.
Other locations not currently offered for pallet deliveries.
Confirmation of delivery terms must be made before the aquarium / chiller is dispatched.
All delivery prices are shown inclusive of VAT.
Other locations not currently offered for pallet deliveries
Confirmation of Delivery terms must be made before Aquarium is despatched.
If you fail to arrange a delivery date with our courier and considerable time has passed they will return the tank to us directly as they have a limited holding period. We at All Pond Solutions then reserve the right to recall the aquarium and deduct any delivery and return costs incurred off the refund due to you. We will attempt to keep you informed of every stage of this process
Standard Fish Delivery
We deliver all livestock Wednesday – Friday ONLY as per costs below.
When your order has been placed a member of our team will call to arrange a suitable delivery date.
Please note all fish delivery prices are excluding dry goods.
APC Security Next Day (orders up to £99.99) £16.00
APC Security Next Day (orders over £100.00) FREE
APC Security Next Day (orders up to £99.99) £24.99
APC Security Next Day (orders over £100.00) £9.99
Please note we cannot deliver livestock internationally; to Dublin and Eire, Northern Ireland, Isle of Man, Isle of Wight, Channel Islands; or to the following postcodes: PO30, ZE1-3, AB37-38, HS, IV, KW, PH19+, JE, GY, AB30+, DD8+, FK17+, KA27-28, PA20+, PH30+, DG and TD
All delivery prices are shown inclusive of VAT.
Unfortunately we cannot offer international deliveries on livestock.
Cancelling orders policy
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. This is to ensure our customers receive their products as soon as possible. Please be aware that our offices are closed over the weekend and will not be able to pick up calls or emails in regard to cancellations.
To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team here. Please be ready to quote your order number and order date or your delivery postcode. Although you will have to pay the cost of the return, the refund will include the full value of the product.
If a product is sold as part of a product combination (bundle) in which other products are offered for free or at a discount compared to their normal price, the bundled product must at All Pond Solution's request be returned with the product purchased. All Pond Solutions reserves the right to raise an invoice in respect of any free or discounted bundle product not returned.
Consumer Contracts Regulations 2013
By purchasing from All Pond Solutions, you, the customer enters into a contract with us, the company. This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 30 days after the day on which you receive the goods or services.
Your right to return products does not apply to goods made to your specification, that have been clearly personalised or, which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
If you wish to exercise your right of cancellation after you have received the goods, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
a) If you decide to cancel the contract by returning the goods, you should return the items to us at your cost within 30 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery.)
b) These goods should be packaged with reasonable care and suitable for transit.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 30 days after the day we receive back from you any goods supplier.
We take payment from your card at the time we receive your order. Goods are subject to availability. In the event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.
Unfortunately if you have paid via PayPal and want to change your delivery address, we are unable to do this for you. We will advise that you cancel the order (this can be done through contacting the customer services team) and re-order with the correct address.
Transactions that are equal to or greater than £50, taken over the phone are subject to fraud checks through our screening system. If the checks do not match up, the transaction will be voided. A shadow payment may show in your account for orders that have to be voided. This will clear by the following day.