Shipping policy

Last Updated: June 2026

At Aquatic Pets SA, we aim to ensure that every order is packaged carefully and delivered safely. By placing an order with us, you acknowledge and agree to the terms outlined below.

1. Courier Partners

We ship nationwide within South Africa using trusted courier partners including:

The Courier Guy
MTE Express
Other approved courier services depending on your location and service requirements.

Aquatic Pets SA reserves the right to select the most suitable courier for each shipment.

2. Shipping Charges

Shipping fees are automatically calculated at checkout based on:

Destination
Parcel size
Weight
Service level selected

Typical delivery rates start from:

Gauteng: from R135
Major National Cities: from R205

Shipping rates may vary depending on fuel surcharges, remote locations, oversized items, and courier pricing changes.

3. Processing Times

Orders are generally processed within 1–3 business days after payment has been received and cleared.

During busy periods, promotions, holidays, supplier delays, or high order volumes, processing times may be extended.

Estimated delivery times provided by Aquatic Pets SA or courier companies are estimates only and are not guaranteed.

4. Cut-Off Times

Certain courier services have daily cut-off times:

Same-Day Services: approximately 10:00 AM
Overnight Services: approximately 3:00 PM

Orders placed after these cut-off times will only be processed on the next business day.

Aquatic Pets SA cannot guarantee same-day or overnight delivery if orders are placed after the applicable cut-off time.

5. Delivery Timeframes

Typical transit times are:

Gauteng: 1–2 business days
Major Cities: 1–3 business days
Regional and Outlying Areas: 2–5 business days

Actual delivery times remain subject to:

Courier operations
Weather conditions
Public holidays
Strikes
Road closures
Remote destinations
Other circumstances beyond our control

Aquatic Pets SA cannot be held liable for courier delays once parcels have been handed over to the courier.

6. Free Shipping

Free shipping may be available under the following conditions:

Gauteng

Orders over R1,500
Total parcel weight under 15kg
Excludes livestock and oversized items

National Orders

Orders over R1,500
Total parcel weight under 15kg
Excludes livestock and oversized items

Free shipping promotions:

Are subject to change without notice.
May be suspended during promotional campaigns, sales, or discount periods.
Do not apply to outlying areas.

Aquatic Pets SA reserves the right to withdraw free shipping where courier costs exceed reasonable limits.

7. Oversized and Heavy Items

Certain products may incur additional shipping charges, including:

Aquariums
Cabinets
Large hardscape items
Bulky equipment
Oversized parcels

Customers will be contacted should additional charges apply.

8. Outlying Areas

Remote and outlying locations may attract additional courier charges.

If your delivery address falls within an extended service area, we will notify you before dispatch. Additional payment may be required before the order can be shipped.

9. Address Accuracy

Customers are responsible for ensuring that all delivery information provided is accurate and complete.

Aquatic Pets SA cannot be held responsible for:

Incorrect addresses supplied by customers.
Failed deliveries resulting from incomplete information.
Additional charges imposed by couriers due to address corrections or re-delivery attempts.

Any additional costs incurred will be for the customer's account.

10. Order Cancellations

Orders may only be cancelled before processing begins.

Orders that have already been:

Packed,
Processed, or
Dispatched

may no longer be cancelled.

Approved cancellations may be subject to payment gateway fees and administrative charges.

11. Combining Orders

Separate orders are treated individually and shipping fees apply to each order.

While we will attempt to combine orders where possible, this cannot be guaranteed.

12. Tracking Information

Once your order has been dispatched, tracking details will be provided where available.

Customers are responsible for monitoring tracking updates and ensuring that someone is available to receive the parcel where required.

LIVE FISH, SHRIMP AND PLANT SHIPPING

13. Priority Shipping Requirement

Orders containing:

Fish
Shrimp
Snails
Plants
Other livestock

must be shipped using the designated Priority Service offered at checkout.

Selecting an unsuitable shipping option may result in:

Additional charges,
Delays, or
Cancellation of the order.

Aquatic Pets SA reserves the right to change the shipping method if necessary to protect livestock.

14. Live Arrival Guarantee (DOA Policy)

All livestock and plants are packed professionally with insulated packaging where necessary.

In the unlikely event of a Dead on Arrival (DOA), claims must meet ALL of the following conditions:

Claim submitted within 2 hours of delivery.
Clear photographs provided.
Livestock remains inside the original unopened bag.
Photographs must include the courier label and outer packaging.
No acclimation attempts may be made before photographs are taken.

Claims that do not comply with these requirements may be rejected.

Aquatic Pets SA reserves the right to offer:

A replacement,
Store credit, or
A refund at our discretion.

Shipping fees are non-refundable.

Courier delays alone do not automatically qualify for compensation if livestock arrives alive.

15. Weather and Seasonal Delays

Aquatic Pets SA may delay livestock shipments due to:

Extreme temperatures,
Severe weather conditions,
Public holidays,
Courier disruptions.

Such delays are implemented to protect the health and safety of livestock.

16. Fragile Items and Glass Products

We take every reasonable precaution to package fragile items securely.

However, products such as:

Glass aquariums,
Glass lily pipes,
Glassware,
Fragile decorations,

carry inherent transport risks.

Although basic parcel insurance may apply where available, Aquatic Pets SA cannot guarantee compensation for damage caused during transit by third-party couriers.

Customers purchasing fragile items acknowledge and accept these risks.

Special arrangements can be made for aquariums and other large glass products. Please contact us before placing your order.

17. Risk and Ownership

Risk in the goods passes to the customer once the parcel has been handed over to the courier for delivery.

Ownership of goods remains with Aquatic Pets SA until payment has been received in full.

18. Limitation of Liability

Aquatic Pets SA shall not be liable for:

Courier delays.
Lost parcels caused by incorrect customer information.
Indirect or consequential losses.
Damage resulting from misuse or improper installation.
Losses arising from events beyond our reasonable control.

19. Consumer Rights

Nothing contained in this policy limits any rights afforded to consumers under the Consumer Protection Act of South Africa.

Contact Us

Aquatic Pets SA
Email: info@aquaticpetssa.com
Phone: 061 501 3985
Website: www.aquaticpetssa.com