Angel Exotix – Shipping Policy

1. Dry Goods

• Processing Time: All dry goods orders are processed and shipped within 1–2 business days of order confirmation.
• Shipping Days: Dry goods are shipped Monday through Saturday (excluding public holidays).
• Shipping Method: We ship via AnPost, UPS and DPD for fast and reliable service. Tracking details will be shared once the order is dispatched.
• Packaging: Items are securely packed to prevent damage during transit.
• Delivery Timeline: Delivery times vary based on location and courier service; estimated delivery windows will be provided at checkout or via order confirmation.
• Order Changes: Please contact us as soon as possible if you need to modify or cancel an order, as changes cannot be made once the order has been shipped.
• Damaged Items: If your dry goods arrive damaged, please contact us within 24 hours of delivery with photos of the damaged item and packaging for a resolution.

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2. Shipping Methods & Delivery Times

We offer the following shipping options (may vary by location):

• Standard Shipping: 3–5 business days
• Express Shipping: 1–3 business days (Recommended for live fish)
• Free Shipping: Available on orders over €150 (delivery times vary)

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3. Shipping Rates

Shipping costs are calculated at checkout based on weight, destination, and shipping method.

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4. Live Fish

Order Cut-Off & Shipping Days

• Live fish orders must be placed before 2:00 PM on Tuesday to be included in that week's shipping cycle.
• Live fish are shipped only on Tuesdays and Wednesdays. We do not ship live fish on any other day of the week.
• This restricted shipping window is to avoid fish being held overnight or over a weekend with the courier, which increases stress and risk to the animals.
• Orders placed after the Tuesday 2:00 PM cut-off will be processed and shipped the following week.
• Live fish are shipped via UPS and DPD for fast and reliable delivery.

Packaging Standards

Every live fish order is packed with care to ensure the highest chance of safe arrival:

• Fish are bagged individually or in appropriate groupings based on species and compatibility.
• Adequate water volume and extra oxygen are added to each bag.
• Bags are insulated with appropriate padding/insulation material for the season and travel duration.
• Heat packs are included when temperatures require additional warmth to keep water within a safe range.
• Boxes are double-boxed, and sometimes triple-layered, depending on distance, season, and weather conditions, to maintain stable internal temperature and protect against impact.

Live Arrival Guarantee (LAG)

• We offer a Live Arrival Guarantee on all live fish orders.
• If a fish arrives deceased or in poor health, we will replace it at no charge for the fish itself.
• The customer is responsible for the shipping cost of the replacement fish.

Claim Requirements for Live Arrival Guarantee

To be eligible for a replacement under the Live Arrival Guarantee, customers must:

1. Notify us within 2 hours of delivery (or as specified by our support team).
2. Provide clear photo and/or video evidence of the deceased or unhealthy fish, along with the shipping box and packaging, at the time of unboxing.
3. Not have altered water parameters or introduced the fish to a tank prior to reporting the issue.

Important Notes

• Live fish shipments are weather-dependent. We reserve the right to delay shipping in cases of extreme heat, cold, or severe weather to protect the health of the animals. Customers will be notified of any such delays.
• Someone must be available to receive the live fish shipment promptly upon arrival and acclimate the fish as soon as possible.
• We are not responsible for losses due to incorrect shipping addresses, delivery delays caused by the courier once the package has left our facility beyond the stated LAG terms, or improper acclimation by the customer.

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For any questions regarding shipping, please contact Angel Exotix customer support before placing your order.