We aim to despatch all regular stock items within 6 working days (usually 1-2 days) either by first-class post or overnight courier dependant on size/weight/value of goods – working days are defined as Monday-Friday except bank holidays. Item descriptions give a realistic timescale for despatch based on our experience of delivery times from suppliers - eg.:
Usually despatched: 1 – 7 days
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stock item - weekly deliveries
Usually despatched: 1 – 14 days
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stock item - fortnightly deliveries
Usually despatched: 7 – 14 days
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non-stock but reliable deliveries
Usually despatched: 2 – 3 weeks
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non-stock variable reliability
Delivery charges are based on weight though are also affected in the case of larger items due to couriers calculating charges based on volume as well as weight.
Your credit/debit card will not be charged until either the item/s is/are in stock or our suppliers confirm they have it/them available for inclusion with our next delivery.
Goods will not be despatched until your card is authorized. In the event an item fails to arrive from our suppliers, we will contact you with an update as to the exact circumstances and either agree to await delivery or arrange a refund.
In the event only part of an order can be fulfilled, we reserve the right to either wait until the remaining item/s arrive before despatch or to despatch what we have and the remainder when they are received. Either way, we undertake to keep you fully informed.
Items delivered by courier must be signed for, so please ensure you are either present or specify a delivery address at which this is possible – we will contact you prior to despatch in order to confirm suitable times. Failure to sign for an agreed delivery incurs a redelivery charge which will be your responsibility. If, after 5 days delivery has been unsuccessful, the goods will be returned to us – we will deduct all costs incurred from any refund due.
We can arrange delivery to other countries, but suggest it would be more economical for you to purchase there – please contact us with full details before purchasing.
Free Delivery
Where 'free delivery' is applicable and selected, we will despatch items as economically as possible at our discretion - this may mean slightly slower delivery times.
Aquariums
Aquariums are 'collection only' unless indicated otherwise - local delivery can be arranged but please contact us beforehand to agree terms.
Payment
This website has been set up to accept credit/debit card payments which will allow for prompt despatch. Should you wish to pay by other means – please contact us initially by e-mail:(enquiries@marquatics.co.uk)
Returns
Faulty or damaged goods must be notified by e-mail to enquiries@marquatics.co.ukclicking the ‘contact' link on the website) within 24 hours and returned by a method agreed with us beforehand – goods will either be replaced free of charge or refunded together with your return postage costs (again, only if agreed by email in advance, by us).Under the terms of The Consumer Protection (Distance Selling) Regulations 2000, we are happy to refund any item notified by e-mail within 7 days and returned within 14 days - such items must be returned in new and unused condition with their original packaging . Payment for the return of such goods is entirely your responsibility.
Cancellation
Should you wish to cancel an order, please notify us immediately in order that we may stop the despatching process – any goods already despatched must be returned in new, un-used condition and still in all original packaging at your own expense .
Guarantees
We will honour any manufacturer's guarantees – please contact us by e-mail ( enquiries@marquatics.co.uk ) with full details in order that we can agree the best course of action. Normally, we would expect to ask you to return an item for inspection (initially at your own expense – refundable provided the item is in a good state of repair allowing for general wear and tear and has been maintained according to the manufacturer's instructions) and at our own discretion either send it for repair or replace it. Any item returned must be supported by a receipt or an order number in order that we can trace it's origins – not only will this provide us with proof of purchase, but will enable us to monitor product quality and tailor future supplies accordingly.
Refunds
Any refunds made under the above terms will be made only to the same card originally debited.
Pricing
Prices include V.A.T. where appropriate.
Stock
We are constantly monitoring stocking levels and strive to ensure they match demand. If for any reason (supplier problems, manufacturing problems, excessive demand etc,) we are unable to despatch your order within the suggested timeframes, we will contact you to advise you of the situation. We will offer you the options of alternative goods, an estimated delivery date should you wish to wait or a full refund if your card has been debited. Whatever the cause, we will endeavour to keep you informed until your order has been fulfilled or a suitable alternative agreed.
Complaints
We always endeavour to provide quality goods together with the service you expect. If, however, you have any cause for complaint, please contact us either by e-mail ( enquiries@marquatics.co.uk ) or by post to:
Complaints,
Marquatics ,
590, Mansfield Road,
Sherwood,
Nottingham,
NG5 2FS.
We aim to make an initial response within 2 working days and give a full response within 7.
Security
All payments are taken through our instore Streamline system - all your information is input and stored on secure servers (this can be confirmed by the locked padlock symbol in the browser window) and payment taken as described above .
Privacy
Any information you supply will be used purely in fulfilment of your order – at no time will your details be used for any other purpose and will not be supplied to any other party unless ordered by the relevant authorities. Cookies are used only in the ordering/tracking process whilst you are purchasing. It is possible for you to ‘turn-off' the acceptance of cookies on your computer, but this may prevent you from shopping online.
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