Postage of your marine corals
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Our dispatch days for our corals and livestock are Mondays, Tuesdays, Wednesdays and Thursdays using UPS guaranteed before 12pm service. 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 UPS use this service in your postcode area, please message us first so we can double check.
PLEASE NOTE FOR SCOTTISH HIGHLANDS, OFFSHORE SCOTLAND, NORTHERN IRELAND, ISLE OF WIGHT, ISLE OF MAN AND THE CHANNEL ISLANDS WE WILL USE ROYAL MAIL NEXT DAY GUARANTEED BEFORE 1PM SERVICE.
Packing your marine corals
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 strong fish bags secured in a polystyrene ring to prevent any movement in transit. The bags are placed in thermal polystyrene boxes and slotted into place again to prevent any unnecessary movement. Cardboard outers are used as necessary. Heatpacks wrapped in tissue paper 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 (Dead on arrival)
Our DOA policy is within two hours of you signing for your package. We will require photos of the corals in their original packaging, which can be emailed to our Hidden Gem Aquatics email or sent via mobile to the number stated above. We will work together with you to resolve the issue and refund or replace when appropriate.
Please note postage will not be refunded.
Our DOA policy is null and void if Royal mail or APC attempted to deliver your parcel and no one was in to sign for the package.
Please note once the coral is took out of its packaging & placed into your tank, under your conditions, we assume no responsibility for any losses.
Holding Corals once purchased Policy
Once you have purchased and paid for your corals, either via direct purchase through the website, PayPal Invoice, Direct payment through PayPal or debit/credit card, we will happily hold your corals for 7 days including the day of purchase under our own responsibility. Once these days have passed, we assume no responsibilty for those corals, should any unfortunate situation occur that affects the health of the coral or even death. No refund or credit will be offered. It is your responsibility to arrange a suitable delivery date within this time frame.
If you are a customer outside of the UK, please contact us before placing any orders so we can give an accurate shipping cost to your location. Please note, there is NO Dead On Arrival Policy for any orders outside of the UK. You order at your own risk. We will do our up most to package and regulate the temperature of your order to the best of our abilities none the less. We also can’t be held responsible for any delays during transit.
We can post to Europe including Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
We can also post to countries outside of Europe including the UAE.
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