Shipping policy

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Shipping Policy

The Glass and Gill – Aquascape

At The Glass and Gill – Aquascape, we take great care in packaging and dispatching every order to ensure your aquarium products, plants, and livestock arrive safely and in excellent condition.

Shipping Areas

We currently ship throughout South Africa using trusted courier partners.

Delivery availability may vary depending on your location and the nature of the products being ordered.

Certain remote areas may require additional transit time or shipping charges.

Live Fish, Shrimp & Livestock Shipping

The health and welfare of our livestock is our top priority.

To minimise transit stress, livestock orders are dispatched on designated shipping days and are carefully packaged using industry-standard methods.

Important

Someone must be available to receive the delivery.
Livestock should be unpacked and acclimated as soon as possible upon arrival.
Orders left unattended may not qualify for our Live Arrival Guarantee.
We reserve the right to delay livestock shipments if weather conditions are deemed unsafe.

Aquatic Plant Shipping

Aquatic plants are carefully packed to protect them during transit.

Due to the nature of live plants:

Minor leaf damage or melting during transport may occur.
Plants may vary slightly in size, colour, and appearance.
Most plants recover fully once introduced to suitable aquarium conditions.

Equipment, Hardscape & Dry Goods

Dry goods, equipment, hardscape, foods, and accessories are securely packaged to prevent damage during transport.

Any damaged items must be reported within 48 hours of delivery.

Delivery Timeframes

Estimated delivery times:

Major City Centres: 1–3 Business Days
Regional Areas: 2–5 Business Days
Remote Areas: 3–7 Business Days

Please note that delivery times are estimates and may be affected by:

Weather conditions
Public holidays
Courier delays
High order volumes

Shipping Costs

Shipping costs are calculated at checkout based on:

Order size and weight
Delivery location
Type of products purchased

Large aquariums, cabinets, and bulky items may require custom shipping quotations.

Order Tracking

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

Customers are responsible for ensuring that shipping details are accurate and up to date.

Live Arrival Guarantee

We stand behind the quality of our livestock.

In the unlikely event of a livestock arrival issue, customers must notify us within 2 hours of delivery and provide:

Clear photographs of the unopened bag
Clear photographs of the livestock
Order number details

Approved claims may qualify for a replacement or store credit at our discretion.

Claims submitted outside of the required timeframe may not be eligible for consideration.

Customer Responsibility

By placing an order for live animals, the customer confirms that:

The aquarium is fully cycled and suitable for the livestock purchased.
Water parameters are appropriate for the species ordered.
The livestock will be acclimated correctly upon arrival.
Someone will be available to receive the delivery.

The Glass and Gill – Aquascape cannot be held responsible for losses resulting from improper acclimation, unsuitable aquarium conditions, equipment failure, or delays caused by incorrect customer information.