Help & F.A.Q

Shopping Information

How to shop with us

Shopping at PASS Aquatics is easy! Just search or browse the shop, select ‘Add to Cart’ on the items you wish to purchase and when finished, head to the Checkout (in the top navigation bar).

New customers can register and create an account or continue as a guest. Existing customers that aren’t already logged in can choose to login.

We use Worldpay to process our credit/debit card transactions, but payment can also be made by Bank Transfer if you prefer please email or contact us via FB or Phone. Our contact information can be found here

Collection Policy

Come down and see us in store Tuesday To Sunday 10.30am to 6pm.

We also have a FREE collection option on checkout at either of these two premises:

Premier,

33 Summerhill Drive,

Aberdeen,

AB15 6EQ

OR

Premier,

1 Goodhope Park,

Mugiemoss Road ,

Aberdeen,

AB21 9NP

7 Days a week between 7am to 9pm

 

Collection is available 24 hours from the order time for free.

Simply select this through the checkout page. We will contact you when your order has been placed to arrange a suitable time and date for collection from one of the above two locations. We carry out a thorough inspection of the aquarium with you at the time of collection to ensure you are totally satisfied.

If you have any questions on availability just give us a call. Some aquariums are listed as collection, this simply means that we are unable to post these items so they will need to be collected in store.

Glass Aquariums

In common with all aquatic retailers we cannot accept claims for damages once you have inspected and taken delivery of your glass aquarium. It is therefore essential that you are satisfied that your aquarium is in good condition at the time you take delivery. If the aquarium is damaged you should contact us immediately. We will assess the damage and either arrange for replacement parts or replacement goods. If we are notified after the aquarium has been signed for delivery as being in good condition we will be unable to replace the aquarium.

Cancellations

You have the right to cancel an order within 14 working days of receipt. You must return the goods to us in new and unused condition in line with our Returns Policy. We must receive the goods within 21 days of the notice of cancellation during which time you are responsible for any loss or damage. Once received in new and unused condition we will refund the purchase price less the original carriage charges. If the good arrive back in any less than perfect condition, they will be returned to you and no refund will be processed.

Replacement policy

If faulty goods are received you must notify us within 14 working days (note: Aquariums are not included in this policy, we must be notified immediately on delivery and you must inspect the aquarium before signing the delivery).

Where possible replacement parts will be dispatched, otherwise we will ask you to return the goods to us in line with our Returns Policy. You must fill out a Returns request form which will be provided by a member of our customer services team. Once we have verified the damage we will supply replacements as required. Where good returned to us are in good working order we are not able to refund your return postage costs and we reserve the right to deduct our original postage cost and a restocking fee from any refund. We cannot take responsibility for any consequential loss or damage arising directly or indirectly from goods supplied. Please be aware that all items purchased as a used or ex-display model will not retain a manufacturers warranty and are sold as seen.

Manufacturers Guarantee

We work with the manufacturers to ensure their guarantees are honoured and we always endeavour to resolve issues within the warranty period. We can only refund postage costs under the manufacturers guarantee if the goods are returned to us within 14 days of the original purchase. We will not refund postage costs for guarantee/warranty returns unless the product becomes faulty within the first two weeks of receipt. We can only offer replacement parts or replacement goods when authorised by the manufacturer. Under no circumstances should goods be returned to us without prior approval. We can only offer to replace damaged glass items if we are notified within 48 hours of you receiving the delivery. We cannot replace glass bulbs/tubes unless they become faulty within the initial 14 day period.

Electrical equipment

Please be aware that aquarium pumps, filters, skimmers and other electrical goods emit noise during normal operation that you may consider to be excessive. You should be aware that manufacturers wording indicating noise levels are relative only and do not necessarily give indications of measured decibel levels. Return of goods under these circumstances requires the agreement of the manufacturer and where goods returned are deemed to be in good working order by the manufacturer we are unable to offer a refund and may charge return postage. We withhold the right to repair any electrical goods and a replacement will only be issued if the manufacturer or UK distributor decides this is necessary. Customers may be asked to return items to us for repair or replacement, we cannot be held accountable for collecting faulty goods.

Delivery Information

We aim to dispatch all stock orders received before 2:00 pm Monday to Friday on the same day and Livestock including Corals and Plants only from Tuesday to Thursday via overnight couriers licensed for Pets transport only. We know that fast delivery is important to you but like all internet retailers we rely on commercial carriers. We give an estimated delivery date in the cart and at checkout, but we are not able to guarantee a delivery date and time.Hermes provide our tracked economy service, DPD our next day courier services and APC for all livestock deliveries. Dispatch times quoted are subject to stock availability with our suppliers. Our next day shipping service is available on check out and this means your order will be dispatched from our warehouse on a next working day service. If items in your cart are not in stock (e.g 2 -3 days) then your order will be dispatched via the selected service upon their arrival back into stock. Please note the dispatch cut off time for all deliveries shipped via a pallet delivery service is 10pm. No pallet deliveries will be attempted until we have booked in delivery date.

Delivery Charges

Delivery is free for orders over £50 and varies from £3.95 to £7.95 for orders under £50 depending on weight and the delivery service. In addition, a number of chargeable delivery upgrade options are available. Deliveries of larger orders to some postcodes including Northern Scotland, Northern Ireland, Isle and Man and the Isle of Wight are subject to an additional handling charge by our carriers which we have to pass on. Estimated delivery charges are shown in the shopping cart, and actual charges are shown once you have logged in. We would love to be able to offer the same rates across the UK but our couriers have delivery zones, some of which may incur extra charges. Please note that a ‘next day’ delivery service to some of these locations can become a 2 day service. APC Livestock delivery is a flat rate of £30 and free livestock delivery via APC if order value is £500 for all tropical,marine and corals and £1000 for Stingrays and Specilised Odd Ball fish. These parcels are shipped Tue-Thurs which ensures livestock is in transit for no longer than 24hrs. Livestock and dry goods are charged separately as they are dispatched from separate facilities. If you do place a mixed order the livestock will be dispatched regardless of whether the dry goods are in stock or not. Please note Sunday deliveries placed after 2.00pm on the previous Friday will not be delivered that same weekend.

Delivery Methods

We use DPD and all courier deliveries are sent on a next day service as standard. We send you an email when your order has been dispatched and this will include a tracking number. Delivery is usually next working day Monday to Friday 8:00am to 6:00 pm, but very can very occasionally be subject to delays. We cannot accept responsibility for delivery delays due to third party couriers and delivery charges will not be refunded on any occasion. Premium services such as morning, select day and Saturday deliveries are available at an additional cost when checking out. DPD will email and text you (if a mobile number is provided) giving you a 1 hour delivery time slot. If you are not available at that time then you can simply reply and re-arrange.

Returns policy

To return goods you need to use our Track a Return facility. Goods being returned for testing must be sent at your own expense. We will only refund postage fees if the order arrives damaged or becomes faulty within the first few weeks. It is important that you obtain proof of posting as the goods are your responsibility until they are received by us. We can only refund postage costs if goods are returned within 7 days of purchase under the Replacement Policy. You need to agree a delivery service prior to shipping as we will only refund standard or tracked shipping fees, we are not able to refund the cost of any special delivery service. We cannot refund postage for good returned for any other reason and we reserve the right to deduct our original postage cost and a restocking fee from any refund applicable. If you have made a mistake in purchase then you will need to return the goods to us and if you have received free shipping we reserve the right to deduct all postage fees plus a restocking fee.

Ex-Display Warranty

Please note that any ex-display product purchased online or in store will not come with a warranty unless otherwise stated.

Security Policy

Our site is regularly validated as complying with the PCI Data Security standard, so you can buy from us with confidence. We retain customer information solely to fulfil orders and to ensure successful delivery. Customer information is not disclosed to any other third parties. Cookies, where used, are only to keep track of the contents of your shopping basket. Credit card transactions are handled via secure services provided by Sage Pay and SecPay. We ensure security of data transmitted using SSL, which encrypts information during transmission. Please see below for more information about our secure payment gateways.

Payment Information

Which payment methods are accepted?

All Major Credit/Credit Cards accepted, Bank Transfer, and Over the Phone Payments are accepted. For Paypal please contact us.

Orders and Returns

Who should I contact with any queries??

We are always happy to help, in person, on the phone, by email or through the website. You can find our contact information here.

How do I track my order?

Once your order is placed we will send the tracking number and link to the preferred method of contact chosen while placing the order either via email, text or phone.

How can I change or cancel my order?

Contact us immediately no later than above postage cut off, once postage booked customer can cancel the order however there will be a service charge of 10% of the order total.