Shipping Policy

Processing Time: All orders are typically processed within 1-2 business days and it may varies depends on the availability of fishes and plants. Please note that we do not process orders on weekends or holidays.Orders cannot be shipped the same day they are finalized. Order adjustments cannot be made on the day of shipping; please provide 24 hours' notice for any order adjustments prior to shipping.

Possible Delays: During peak periods with a high volume of orders, there might be slight delays in shipment. If there's a significant delay, we will promptly contact you via WhatsApp or telephone to inform you.

Transit Time: Kindly allow additional transit days for the delivery of your order.

Courier Partners: We collaborate with multiple courier partners including DTDC, The Professional Courier, ST Courier, Shree Maruti Courier, and Bluedart. The choice of courier partner is determined based on your location and shipment requirements.

Shipping Charges: Shipping charges vary based on the destination state and the items in your cart. All shipping rates are automatically calculated based on the weight of your shipment.

Shipping Days: Our shipping services operate from Monday to Wednesday, excluding holidays.Orders placed from Thursday to Saturday will typically be shipped the following Monday, Tuesday, or Wednesday.

Handling Time: Handling time for livestock is typically 1-2 days for orders placed from Wednesday through Sunday.

Livestock Shipping: All livestock is double-bagged and shipped in an insulated Styrofoam/Thermocole box.Compressed oxygen is utilized within all shipping bags. We offer a 100% Live On Arrival Guarantee on all orders shipped.Our biggest priority is ensuring that fish are shipped to you alive and well.

We aim to provide efficient and reliable shipping services to ensure your orders reach you in a timely manner. If you have any queries or require further assistance regarding shipping, feel free to reach out to us.

Order Dispatch and Tracking

Order Completion: Once your order is dispatched, its status will be updated to "processed." And after the tracking updated to the order (it will take at least 6-10 hours to activate the tracking on the order number), the status will be updated to “Shipped”. You will receive notifications via email and WhatsApp containing the courier partner’s name and the tracking number/link. The tracking number will typically become active within 12 hours of dispatch.

Responsibility for Tracking: It is customer’s responsibility to track your parcel periodically and ensure its timely delivery. If you notice any unusual delays in receiving your shipment, please contact us within 2 days.

Home Delivery and Exception Cases: While all shipments are intended for home delivery, certain circumstances may require you to pick up your parcel from the courier hub, particularly based on your area. Please cooperate in such cases, especially if the shipment contains live items.

Utilizing Tracking Information: Once the tracking link is activated, you can obtain the courier partner’s contact information by tracking your parcel through their official website. Please ensure to use the courier partner’s official website for tracking purposes.

Payment at Delivery: None of our courier partners will request payment at the time of delivery since all parcels are prepaid. If you encounter any such requests for payment upon delivery, please contact us immediately for assistance.

We strive to ensure a smooth and reliable shipping process for your orders. Should you encounter any issues or require further clarification, please do not hesitate to reach out to us.

Packaging and Shipping Charges:

  • For regular products:

    • The base packaging and shipping charge is Rs.100 for each order.

    • Thereafter, it increases by Rs.10 per additional product.

  • For Aqua farm products (fishes and live aquarium plants):

    • Within Kerala:

      • The base packaging and shipping charge starts at Rs.100.

      • Thereafter, it increases by Rs.10 per additional product.

    • Outside Kerala:

      • The base packaging and shipping charge starts at Rs.190.

      • Thereafter, it increases by Rs.49 per additional product.

      • The packaging charge also increases by Rs.10 respectively.

    • For live aquarium plants outside Kerala:

      • The shipping charge starts at Rs.175.

      • Thereafter, it increases by Rs.25 per additional product.

  • Depending upon the availability of courier service at your location and the distance, these amounts can vary.

Shipping Partners:

  • We are now in association with shipping partners such as Shree Maruti Courier, Professional Courier, Bluedart, and DTDC.

  • Shipments typically take at least 3-4 days from the order shipment date to reach the destination.

 
Cusotmers Keep in Mind that the delivery usually takes time.The average delivery time in different metros as follows.
Bangalore, Chennai and Kerala :Delivery in Next day of Shipment
Hyderabad: Delivery in 2nd day of Shipment
Mumbai and Goa: Delivery in 3rd Day of Shipment
Rest of the cities may take 3-4days to deliver

 

Order Dispatch and Tracking:

  • Once your order is dispatched, the status of your order will be moved to "Processed". You will get a mail regarding that in the morning.
  • You will receive notifications via email and WhatsApp with the courier partner’s name and the tracking number/link.
  • The tracking number will become active within 12 hours.
  • You are responsible for tracking your shipment and collecting your parcels promptly.
  • If you notice any unusual delays in receiving your shipment, please contact us within 2 days.
  • By subscribing to our WhatsApp channel, you'll receive real-time updates and alerts about shipping statuses, schedules, and important notifications tailored just for you. Joining is easy—just click the link below and follow the simple instructions to start getting updates directly on your phone.
  • Join Our WhatsApp Shipping Channel

Refund and Cancellation Policy

Our focus is complete customer satisfaction. If you are displeased with the services provided, we will refund the money (except the shipping charge), provided the reasons are genuine and proved after investigation. Please read the fine prints of each deal before purchasing, as they provide all the details about the services or products you are buying.

Cancellation Policy:

  • For cancellations, please contact us via the contact us link or through WhatsApp at +91 7907837016.
  • Requests received later than 2 business days prior to the end of the current service period will be treated as cancellations for the next service period.

Refund Policy:

  • Change in Refund Policy from June 1, 2024:
  1. Only partial refunds for DOA (Death On Arrival).ie, 50%  of Product price. If you choose the standard delivery/surface delivery without thermocol box shipping.
  2. Shipping and packing charges will not be refunded upon DOA.
  3. No refund for Tetra varieties like Neon Tetra, Cardinal Tetra, etc.
  4. 40% refund only for costly varieties of fishes, including exotic varieties like discus, arowana, shrimps, snails, monster fishes, stingrays, plecos, flowerhorns,etc.If you choose the standard delivery/surface delivery without thermocol box shipping.
  5. If DOA occurs, kindly take and send a photo/video of the respective package within 1 hour. Otherwise, refunds will not be issued.
  6. 2% of charges will be taken by the payment gateway for transaction cancellations and refunds.
  7. We prefer refunds as the first priority; otherwise, we will resend items that are dead on arrival or wrong products. In such cases, customer priority is the main factor. If we resend the items, the customer will bear the shipping cost. If the mistake happened on our part, we will resend the items at no additional cost.
  8. 100% refund will be done for DOA, 100% of Product price, if you choose Shipping using Thermocol Box.
  9. 80% refund only for costly varieties of fishes, including exotic varieties like discus, arowana, shrimps, snails, monster fishes, stingrays, plecos, flowerhorns,etc.If you choose the standard delivery/surface delivery in Thermocol Box.

Non-Collection and Home Delivery Issues:

  • You cannot cancel the order or receive a refund if you do not collect the parcel from the courier agency or if you refuse to take it after being contacted by the courier agent.
  • We prefer home delivery, but in some areas, the courier agent may refuse to deliver to your home. In such cases, please take the necessary steps to collect the parcel immediately without any delay. If any delay occurs and the fish die as a result, refunds will not be applicable to the respective order.
  • If the address or phone number is missing or incorrect (e.g., house number, state, lane, pincode, etc.), the courier may return the parcel. In such cases, we cannot refund or replace the items.

Damages and Issues:

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items:

  • Certain types of items cannot be returned, such as perishable goods (like fish, food, or plants), custom products (such as special orders or personalized items), and hazardous materials (flammable liquids or gases). Please get in touch if you have questions or concerns about your specific item.
  • Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds:

  • We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation Fee:

  • There will be a cancellation fee for minimum orders.
  • The cancellation fee is 2% of the order cost, including transport. This applies to orders that are unshipped, even if placed 5 or 10 minutes earlier than your request for cancellation.

In case any client is not completely satisfied with our products, we can provide a refund. Death on Arrival usually happens due to the change in climatic conditions when fishes travel from state to state, mostly during the summer season.

If paid by credit card, debit card, etc., the refunds will be issued to the original card/bank account provided at the time of purchase. In the case of payment gateway payments, the refund will be made to the same account.