Shipping & Returns

Shipping Policy

In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!

We ship out Tuesday - Thursday next day arrival via APC we will contact you to arrange a shipping day and forward you the tracking information.
We can only take on so many orders per week so occasionally we may need to rearrange your order for the next week.  Right now APC (the only defra registered courier) Shipping costs are at an all time high unfortunately due to Covid, we can only hope this gets reduced soon.  

We only ship Tuesday - Thursday to prevent any delays or fish being stuck in shipping over the weekend, with shipping costs for live fish being £12.99 per box. if your order wont fit in one box you'll be charged an additional box charge usually upto 10-15kg.

Live fish orders placed after 3pm on Wednesday will be shipped out the following week as it is often too late to book our courier for next day collection, we will contact you the following Monday morning to arrange delivery.

 

We pack all our fish in accordance to Defra legislation.  We use polystrene Boxes with extra thermal insulation inside and 2 45 hour heat packs to ensure the temperature does not rapidly drop causing fish loss, the heat packs are not designed to keep fish at 25c they are used to ensure the water temperature does not dramatically drop.  fish require more oxygen in the fish bags than they do water, this is the best and safest way for them to travel and recommeded by defra.  fish are double bagged to ensure they do not burst in transit.  
We recommend you test your own water before you add any fish, this is good practice to avoid issues.  all fish must go into fully cycled aquariums.
if you are unsure what this is please do your research.


When your fish arrive, turn off your aquarium light. Inspect your new fish in the bags  they maybe a bit sluggish or have lost some colour.  if there are any issues at this point please let us know right away. 
float the bag on the tank for a period of about 20 minutes to help equalise the temperatures. Then cut the bag and roll the top down so that the bag can float in the aquarium. Add a cup of aquarium water to the bag and leave for a further 5 minutes. You can then release your fish by using a net and taking them out NEVER put the water in the bag into your aquarium.
if you have any issues at this point please email us sale@thefinroom.co.uk

DOA

If you are unfortunate enough to have a fish arrive to you dead in the bag, we apologies unfortunately these things happen contact us on the first instance and let us sort this out for you.  please provide a picture of the fish in the original bag as evidence.   Be aware this is disappointing for us too as we care for each and every fish we send out.

We offer a 48H guarantee with all fish provided you can give us a full run down of your tank we need all your parameters Ammonia, Nitrite, Nitrate, PH, KH, GH we also need tank size and tank mates, as dip stick tests strips are unreliable we can only accept reading from a liquid test kit (you need to send photographic proof of parameters) this is standard for most online shippers and is the only way we can determine how your fish have died. 

lastly thank you for choosing us.




Returns Policy
 

Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt within 14 days and we will offer you an exchange or a credit note.

You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund/credit/replacement to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.  

Returns should be forwarded to The Fin Room, Unit 4,58-60 Albert Street, Motherwell, ML1 1PR.  with a note declaring your item/s and why you are returning.
in the first instance contact ourselves at Sales@thefinroom.co.uk

Thank you