SHIPPING & RETURNS

Shipping Policy

Festive Period Delivery Dates:

Last Available Delivery Date of This Year: Friday 20th December 2024

First Available Delivery Date in New Year: Tuesday 7th January 2025

Orders placed between these dates will be delivered from Tuesday 7th January onwards. Please keep this in mind when selecting preferred delivery dates.

We will be unavailable for contact on the 24th, 25th and 26th of December, please continue to send communications and we shall reply on the 27th December.

Merry Fishmas!

At Ping Pong Pearlscales, we prioritize the well-being of our aquatic companions, and we are committed to ensuring a safe and comfortable journey for your fish. To guarantee the highest standards of care during transit, we have partnered with ESO Logistics (DX), a reputable shipping provider known for their reliability and expertise in handling live animals. We ship to 'Mainland UK' addresses only.

Shipping Restrictions: We only ship to 'Mainland UK' addresses. Please be aware of any shipping restrictions or regulations in your location, as they may vary. It is essential to provide accurate and detailed shipping information during the checkout process to ensure a smooth delivery.

Delivery Dates: Our deliveries are made on Tuesday - Friday weekdays. At checkout please select a preferred Tuesday - Friday weekday within 10 days of purchase date. We are unable to hold fish for longer than 10 days from purchase date. We will contact you via email to confirm your delivery date before booking.

Rescheduling Deliveries: Goldfish deliveries can be rescheduled up to 24 hours before our trusted courier collection date. Please let us know rescheduling plans within sociable hours to ensure we can make amendments before the 24 hour period. It is also possible to reschedule within the 24 hour period but this will incur a £30 fee to cover the courier costs.

Comfortable Packaging: All our fish are meticulously and securely packaged to minimize stress and ensure their well-being throughout the shipping process. We use industry-approved materials and techniques to create a comfortable environment within the packaging, including insulated containers and oxygen-filled bags.

Expedited Shipping with ESO Logistics (DX): We understand the importance of prompt and reliable delivery for live animals. Our partnership with ESO Logistics (DX) enables us to offer expedited shipping services, ensuring that your fish reach their destination swiftly and safely.

Collection

It is also possible to collect Goldfish from us directly, address provided on purchase, get in touch for more details.

Return & Refund Policy

Fish, Invertebrates and Plants: To ensure the safety of our fish, invertebrates and plants and maintain the highest standards of hygiene, we regret to inform you that we do not accept returns under any circumstances.

However, if, upon arrival, you find that your goldfish, invertebrates or plants did not survive the journey, we sincerely apologize for the inconvenience. In such unfortunate instances, we kindly ask you to contact us immediately. Our dedicated customer service team will assist you promptly and provide guidance on the necessary steps for a refund.

Please note that for any refund requests due to deceased fish, invertebrates or plants, we will require photographic evidence of the bag within 6 hours of arrival. This policy is in place to guarantee the best possible care for our goldfish, invertebrates and plants during the shipping process.

Products (Not including fish, invertebrates and plants): Our customers have the right to cancel orders (not including fish, invertebrates and plants). We must be contacted within 14 days of product arrival and the product returned within 14 days of successful contact. A full refund will be issued within 14 days of recieving the returned product, providing the item is not damaged. If the product received is faulty, we must be contacted within 30 days to provide a full refund.