Frequently Asked
Questions

Jack's Aquatics supplies live aquatic feed organisms alongside a growing range of aquarium feeds, tools, accessories, and practical equipment. All live products are sold strictly as feed organisms, not as pets or ornamental livestock.

Yes. Expansion includes dry feeds, maintenance tools, functional equipment, and curated system-based kits. Live delivery standards apply only to biological products.

Live aquatic organisms are perishable biological goods. Their condition may be affected by handling, temperature variation, transit stress, and courier delays outside our control. For this reason, delivery involves inherent risk.

No. Non-live products are subject to product-specific delivery and returns policies, clearly stated on their individual listings.

Some non-live products may be fulfilled by trusted third-party partners. Where applicable, this will be clearly disclosed. Your statutory consumer rights remain unaffected.

Delivery charges cover postage, packaging, and handling only. They do not include Replacement Insurance unless it is selected as a separate product. Full terms are available in our Delivery & Replacement Policy.

We currently offer:

• Royal Mail Tracked 24 — standard tracked postage
• Special Delivery Guaranteed by 1PM — expedited, time-guaranteed service

Delivery services cover transport only. Replacement Insurance is not included unless added separately.

Yes. Live goods require someone to be available to receive the parcel at the delivery address. Live deliveries should not be left unattended.

If a delivery is missed, redirected, left in a safe place, or accepted by a third party, responsibility transfers at the point of delivery attempt or confirmation. Missed deliveries may void eligibility for Replacement Insurance.

Safe place delivery is not suitable for live goods and is not recommended. In most cases, loss, theft, or deterioration following safe place delivery is not eligible for Replacement Insurance.

Where Royal Mail Special Delivery Guaranteed by 1PM and valid Replacement Insurance have been selected, limited condition review may be considered. This does not include cover for loss or theft. All inspection timeframes and evidence requirements continue to apply in full.

Orders returned to sender due to failed delivery, incorrect address details, or non-collection are not eligible for refund or replacement. Returned orders may affect future service eligibility.

Replacement Insurance is an optional paid service that provides limited, one-time replacement consideration where strict eligibility conditions are met. It is not postal insurance and does not guarantee live arrival or delivery success.

Replacement Insurance is required if you wish to be eligible for replacement consideration relating to transit risk. Orders placed without Replacement Insurance are not eligible for replacement consideration for transit-related issues.

If all eligibility requirements are met, Replacement Insurance may provide:

• One replacement per order (maximum)
• Consideration for verified postal delay or handling-related transit issues
• Extended inspection window (up to 4 hours from confirmed delivery)
• Limited missed delivery consideration (service dependent)

Replacement Insurance does not cover:

• Refunds of any kind
• Postage or protection fees
• Safe place loss or theft
• Multiple or partial replacements
• Orders placed without Replacement Insurance

Replacement Insurance is charged as a percentage of the product value only. This reflects handling, preparation, biological risk exposure, and reserved replacement stock. Postage costs are not included.

Inspection must be carried out promptly upon confirmed delivery.

• Up to 2 hours for standard orders
• Up to 4 hours where Replacement Insurance has been added

Claims submitted outside these timeframes are not eligible for consideration.

Inspection means opening the parcel and visually checking the contents in full. Confirmation of delivery alone does not constitute inspection.

All claims must include:

• One continuous, unedited video
• Minimum 15 seconds per affected container
• Original sealed packaging shown first
• Clear, unobstructed visibility of contents

Photos, screenshots, edited clips, or removed packaging prior to recording will void eligibility.

Refunds are not issued for live aquatic products due to their perishable nature. Where eligible under our Delivery & Replacement Policy, replacement consideration may be offered. This does not affect your statutory rights.

Payment disputes are assessed using delivery confirmation records, submitted evidence, and agreed policies. All claims are reviewed in line with our published Terms & Conditions and Delivery & Replacement Policy. False or abusive claims may result in refusal of future service.