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Frequently Asked Questions

Please find below a sample of Frequently Asked Questions. Should the answer that you are looking for not be noted below, please feel free to contact us via email, or call us on 01322 520 989

What are your opening hours:

We are a traditional retailer with premises in Bexleyheath Kent (feel free to visit us!). As such, our shop is open six days a week. Our opening hours are:

Monday to Saturday - 09:00 - 17:00

Shipping Charges

We have a number of shipping rates applicable to the items that we have listed upon our website. Our standard shipping charges are as follows: 

  • Orders £0 to £14.99 cost £1.99 - these are usually shipped by Royal Mail
  • Orders between £15 and £49.99 cost £2.99 - these are generally shipped by carrier, or by Royal Mail dependent upon your location or the weight of the item
  • Orders over the value of £50 generally have free shipping and are shipped by carrier. 

Occasions when additional shipping charges may be applicable

There are two circumstances when additional shipping charges are applicable to orders placed.

If an item is oversized or heavy, such as a 25Kg bucket of Marine Salt, an additional shipping cost may be applied to the item (this will be clearly visible within out checkout process).

In addition to oversized or heavy items, unfortunately the vast majority of couriers have surcharges for delivering packages in the Scottish Highlands and outside of the mainland United Kingdom (e.g. the Channel Islands or Northern Ireland). Due to the extremely competitive nature of our market, we have to pass such charges onto the customer. Should an additional charge be required due to your location, we will contact you to discuss this. Should this charge be unacceptable, we are very happy to provide you with a full refund.

We regret that we can not be specific about the shipping charges that are applicable due to the different nature of the products that we sell. For example, a small test kit can be sent anywhere within the UK with Royal Mail at no extra cost, however a small box weighing over 2Kg can not, and incurr extra charges for delivery outside of the UK mainland. Similarly we would not send out a small lightweight high value item with Royal Mail, as we would need to have full tracking and traceability of the item, again incurring additional fees if the delivery address is outside of the UK mainland.

We apologise for any inconvenience that this may cause, however whilst carriers continue to add surcharges to remote areas, we have to pass these on.

Payment Methods

We currently use Braintree and Paypal for all of the transactions placed online, with payments being made to 'PD Aquatics.' Both methods are fully secured and PCI Compliant - as we take your payment protection extremely seriously - so much so that we don't even see your payment details! 

Stock Availability

We do not keep every item that we have listed upon our website in stock at all times, as unfortunately this is not practical. We do however keep the great majority on the shelf, and should an item be out of stock we will notify you immediately.

Customer Satisfaction

Customer satisfaction is our number one priority. Not only do we stock an extensive range of aquarium and pond products, all of which offer great value for money, our levels of customer satisfaction are clearly shown for everyone to see.

To ensure we provide the best possible level of customer satisfaction, we employ the services of an independent third party (Feefo). All of our reviews are genuine. Only genuine customers that have placed an order with us are invited to leave customer feedback. All feedback is left directly with Feefo and we have no influence to change it, even if we really wanted to! Luckily, our Service feedback is higher than any other online aquatic retailer - for which we are very proud:

Aquacadabra's Service Feedback Rating