This is a hobby for me and a passion, not a money making venture, for this reason I take pride in my shipping process and make sure your fish and plants are sent with correct packaging and protections measures to ensure they get to you safely, this may include fasting fish 24 hours before sending to eliminate waste, bagging fish right before courier arrives (we know the time and deal with the same driver daily) and making sure our water to oxygen ratios are sufficient for the journey to you. If you are in Cape Town your order is delivered the same day it is collected and other main cities are delivered the following day. Outlaying areas make take 48 – 72 hours even if we send “Overnight Express” but your fish and plants will be prepared for this journey. If for some reason you receive fish “Dead on Arrival” we have got your covered! Yes, this is risky for a business to take this type of responsibility but we are not prepared to do business if we can not guarantee your fish arrive alive.
DOA
DOA means Dead on Arrival, not dead within days, weeks or months.
If you have purchased fish from us and it arrives dead, we will refund you for the fish only, not shipping fees. We ask you to please inspect the bag before opening to see if there are any dead fish.
To be eligible for a refund, send us a pic of the dead fish. It must also be in the original bag please. We would prefer to give you credit to avoid unnecessary bank fees but if you insist we can refund via EFT into your account.
For any other issues you may have with your order please contact us at info@valleyaquariums.co.za for questions related to refunds and returns.
SO FAR WE HAVE ZERO ISSUES SHIPPING BUT THIS IS OUR POLICY JUST IN CASE WE ENCOUNTER ISSUES