Our dispatch days for our corals are Tuesdays, Wednesdays and Thursdays using Royal Mail Next day service Pre 1pm. This is to ensure that you receive your items in the shortest timescale possible. Once you have purchased your items, we will liaise with you to arrange a suitable day for your corals to be dispatched. If you are unsure to whether or not Royal Mail use this service in your postcode area, please contact us first so we can double check. Shipping may have to be postponed in cases of extreme weather not suitable for shipping out livestock.

PLEASE NOTE FOR SCOTTISH HIGHLANDS, OFFSHORE SCOTLAND AND ISLE OF WIGHT, WE WILL USE ROYAL MAIL NEXT DAY GUARANTEED BEFORE 1PM SERVICE.

** Please note we can’t be held responsible for delivery failures that occur on rare occasions when the Courier makes a mistake, you will need to claim directly with the courier and we will happily assist you with this** 

Packing

We use only the best graded packaging materials to ensure the safe journey of your live stock. Each coral will be carefully checked before dispatch, placed in fish bags securely to prevent any damage in transit. The bags are placed in thermal polystyrene boxes and slotted into place again to prevent any unnecessary movement. Cardboard outers are used when necessary. 

Heatpacks are used to help maintain the correct temperature of the corals. In extreme hot weather these wont be necessary. We will check the weather before dispatching.

DOA Policy

Our DOA policy is within two hours of you signing for your package. We will require photos of the coral which can be emailed to our Hidden Gem Aquatics email, sent via mobile to the number on our contact page. We will work together with you to resolve the issue and refund if appropriate.

Please note postage will not be refunded.

Hidden Gem Aquatics wont take responsibility for corals once they are placed in your aquarium. This is because there are too many factors that are out of our control in your setup that may affect the health and wellbeing of the coral.

Our DOA policy is null and void if Royal Mail attempted to deliver your parcel and no one was in to sign for the package.

Hidden Gem Aquatics will only hold resposibility for purchased corals in our system for 7 days including the day of purchase. Corals held from day 8+ are at the risk of the purchaser.

Customer service is key to our business, we aim to meet your expectations and more and look forward to building and maintaining relationships with old and new customers.

Any questions please don’t hesitate to ask.