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Everything you need to know about ordering, delivery, our live arrival guarantee, fish care and the VIP Club
FAQ page
Frequently Asked Questions
Before You Order
Your tank should be fully cycled, at a stable, appropriate temperature for the species, and free of other fish that could be incompatible. We have a one-minute aquarium checker if you're not sure. On the same page please see our Tank Cycling Guide and Care Guides which can help you check before you order. You're welcome to contact us if you'd like advice on a specific species.
Live fish are shipped for a flat £28, regardless of how many fish you order. Non-livestock items (food, botanicals) ship for £3.99 standard or £5.99 express, and shipping on non-livestock items is free once your non-livestock order totals £60 or more.
We use a specialist scheduled next-day courier service for live fish, to keep transit time as short as possible.We agree the delivery day with you before dispatch. For the welfare of the fish, you must make sure the delivery details are correct and that someone is available to receive the parcel on the first delivery attempt.
Yes, you'll receive tracking details by email once your order has shipped.
We dispatch live fish Monday to Thursday, for delivery Tuesday to Friday.We don't dispatch live fish from Friday to Sunday, to avoid deliberately prolonging their transit time.After you order, Kieran will contact you to agree a delivery day that suits you. Full details and our typical dispatch timings are on our Delivery page.
Non-fish items qualify for free shipping once your non-fish subtotal reaches £60. Because live fish always require specialist next-day courier handling, the £28 fish shipping fee applies regardless of order size.
Where possible, we'll sometimes combine small non-livestock items (like food or botanicals) into the same package as your live fish, at no extra shipping cost. This depends on what's in your order and how it fits alongside the fish packaging on the day, so it isn't something we can guarantee for every order. If we're able to do this for you, we'll refund any separate shipping charge for those items automatically — no need to ask.
Yes. Unless clearly stated otherwise, each fish is individually photographed, so the fish you select is the fish you will receive.
Yes. VIP Club members can submit requests for particular species, colours, strains or fin types. We cannot guarantee availability, but requests help guide what we look for when sourcing future stock.
We may be able to hold a fish for a short period by prior agreement. Please contact us before ordering, as availability cannot be guaranteed without payment.
Contact us as soon as possible if you need to change or cancel an order.We can usually make changes before an order has been prepared for dispatch. Once a live-fish or other livestock order has been prepared, changes or cancellation are highly unlikely to be possible, and once it has been dispatched it cannot be cancelled.Never attempt to send a live fish or other live animal back to us.See “Can I cancel my order before it ships?” below for more detail.
We accept all major debit and credit cards, plus Apple Pay and Google Pay at checkout.
We agree the delivery day with you before your fish are dispatched, so you must make sure someone is available to receive them on the agreed day and on the first delivery attempt.This is important for the welfare of the fish. Live animals should not be left waiting for redelivery or remain in transit longer than necessary.If you realise you will not be available, contact us immediately. If the fish have not yet been dispatched, we can arrange another suitable delivery day.If the fish have already been dispatched, we cannot normally stop or rearrange the delivery. You must make arrangements for someone to be available at the delivery address to receive the parcel on the first attempt.Our Live Arrival Guarantee requires delivery to be accepted on the first attempt.
We monitor the weather forecast for your delivery route and may delay shipping live fish during extreme heat or cold to protect their welfare. We'll contact you if this affects your order.
We currently deliver within the United Kingdom to eligible mainland addresses. Some remote areas, islands and postcode regions may be excluded or require additional arrangements.
Before packing, we carefully check each fish is feeding well, swimming normally, and free from visible signs of illness or stress.
It depends on the species. For most fish arriving by courier, we usually recommend brief temperature matching with the transport bag kept sealed where needed, followed by prompt transfer into a fully cycled, species-appropriate aquarium. Do not pour the transport water into your aquarium.Shrimp are acclimatised more gradually. Dwarf crayfish also require gradual acclimatisation, while snails, axolotls and other specialist animals have their own settling-in guidance.Your aquarium should already be fully cycled and have suitable temperature and water parameters for the species before your new arrival is delivered.Full step-by-step instructions are in the relevant Care Guide. Our Arrival and Your First Week page explains why settling-in methods differ, and our Tank Cycling Guide explains how to prepare a cycled aquarium.
Our Live Arrival Guarantee covers courier-delivered fish, shrimp and axolotls that arrive deceased (DOA).If a covered animal arrives dead, leave it in the sealed transport bag, take a clear photograph of the fish inside the unopened bag, photograph the courier label, and contact us within two hours of delivery. Delivery must have been accepted on the first attempt.The quickest way to contact us with photographs is WhatsApp on 07521 062789.If a valid claim is confirmed, we will normally refund the purchase price of the affected fish. If you prefer, we may be able to offer another fish of similar value where one is available. The original delivery charge is not refunded under our voluntary Live Arrival Guarantee.If your fish arrived alive but something does not seem right afterwards, that is not a DOA claim, but please contact us promptly. We are still very happy to help.Full details are on our Delivery & Live Arrival Guarantee page, and the full guarantee is in our Terms & Conditions.
For most non-livestock, non-perishable items bought online, you can change your mind within 14 days of receiving them. Please contact us before returning anything.Live fish and other livestock cannot be returned as a change-of-mind return. For welfare and biosecurity reasons, please do not attempt to send a live animal back to us.If you need to cancel a livestock order before it has been dispatched, contact us as soon as possible.This does not affect your statutory rights if there is a problem with what we have supplied.Full details are in our Terms & Conditions.
For non-livestock items, contact us first by email or through our website contact form, quoting your order number and the reason for the return. We will let you know what to do next.For an eligible change-of-mind return, you are normally responsible for the cost of returning the item to us. If an item is damaged, faulty, wrong or not as described, contact us first and we will cover any return postage that we are legally required to cover.Once an eligible returned item has been received and checked, any refund due will be made to your original payment method.Live fish and other livestock cannot be returned. Do not attempt to send a live animal back to us. If there is a problem with livestock, contact us immediately.
Email or use our contact form with your order number and reason for return. Once we receive and check the returned item, you'll be refunded to your original payment method within 14 days of us receiving it back.
Non-livestock items: if you want to cancel before dispatch, contact us as soon as possible. For most non-livestock, non-perishable goods bought online, your normal cancellation rights are explained in our Terms & Conditions.Live fish and other livestock: if you need to cancel, contact us immediately.Once an order has been prepared for dispatch, it is highly unlikely that we will be able to cancel it.Once livestock has been dispatched, cancellation is no longer possible.Never attempt to send a live fish or other live animal back to us.If you have a problem with an order, contact us and we will deal with it in accordance with your legal rights and the welfare needs of the animal.
The VIP Club is a free members’ area offering early notice of selected new arrivals, rare-fish alerts, a new member discount, members-only offers and priority request opportunities.
Yes. New members receive 10% off their first order. The welcome code is sent by email after signup and may be subject to stated terms or exclusions.
Selected new stock may be released to VIP members for a limited priority period (usually 48 hours) before becoming available to the general public.
No. Membership is completely free, with no subscription or ongoing fee.
Members may receive email alerts when selected new fish or livestock become available. Please make sure you have agreed to receive marketing emails.
Contact details:For urgent enquiries: WhatsApp or telephone: 07521 062789For other enquiries:Email: broadheath.bettas@outlook.comWebsite: use our Contact Us formFor urgent delivery or Live Arrival Guarantee queries, WhatsApp is usually the quickest way to reach us, particularly if you need to send photographs.
We aim to respond as soon as possible, although replies may take slightly longer during busy stock arrivals, delivery days or short holiday periods.
Links to our Delivery Information and Live Arrival Guarantee, Terms and Conditions, Privacy Policy, Cookie Policy and Refund Policy are also available from any page - located in the website footer.
Live fish are shipped for a flat £28, regardless of how many fish you order. Non-livestock items (food, botanicals) ship for £3.99 standard or £5.99 express, and shipping on non-livestock items is free once your non-livestock order totals £60 or more.
We use a specialist scheduled next-day courier service for live fish, to keep transit time as short as possible.We agree the delivery day with you before dispatch. For the welfare of the fish, you must make sure the delivery details are correct and that someone is available to receive the parcel on the first delivery attempt.
Yes, you'll receive tracking details by email once your order has shipped.
We dispatch live fish Monday to Thursday, for delivery Tuesday to Friday.We don't dispatch live fish from Friday to Sunday, to avoid deliberately prolonging their transit time.After you order, Kieran will contact you to agree a delivery day that suits you. Full details and our typical dispatch timings are on our Delivery page.
Non-fish items qualify for free shipping once your non-fish subtotal reaches £60. Because live fish always require specialist next-day courier handling, the £28 fish shipping fee applies regardless of order size.
Where possible, we'll sometimes combine small non-livestock items (like food or botanicals) into the same package as your live fish, at no extra shipping cost. This depends on what's in your order and how it fits alongside the fish packaging on the day, so it isn't something we can guarantee for every order. If we're able to do this for you, we'll refund any separate shipping charge for those items automatically — no need to ask.
Yes. Unless clearly stated otherwise, each fish is individually photographed, so the fish you select is the fish you will receive.
Yes. VIP Club members can submit requests for particular species, colours, strains or fin types. We cannot guarantee availability, but requests help guide what we look for when sourcing future stock.
We may be able to hold a fish for a short period by prior agreement. Please contact us before ordering, as availability cannot be guaranteed without payment.
Contact us as soon as possible if you need to change or cancel an order.We can usually make changes before an order has been prepared for dispatch. Once a live-fish or other livestock order has been prepared, changes or cancellation are highly unlikely to be possible, and once it has been dispatched it cannot be cancelled.Never attempt to send a live fish or other live animal back to us.See “Can I cancel my order before it ships?” below for more detail.
We accept all major debit and credit cards, plus Apple Pay and Google Pay at checkout.
We agree the delivery day with you before your fish are dispatched, so you must make sure someone is available to receive them on the agreed day and on the first delivery attempt.This is important for the welfare of the fish. Live animals should not be left waiting for redelivery or remain in transit longer than necessary.If you realise you will not be available, contact us immediately. If the fish have not yet been dispatched, we can arrange another suitable delivery day.If the fish have already been dispatched, we cannot normally stop or rearrange the delivery. You must make arrangements for someone to be available at the delivery address to receive the parcel on the first attempt.Our Live Arrival Guarantee requires delivery to be accepted on the first attempt.
We monitor the weather forecast for your delivery route and may delay shipping live fish during extreme heat or cold to protect their welfare. We'll contact you if this affects your order.
We currently deliver within the United Kingdom to eligible mainland addresses. Some remote areas, islands and postcode regions may be excluded or require additional arrangements.
Ordering and Delivery
Our Live Arrival Guarantee covers courier-delivered fish, shrimp and axolotls that arrive deceased (DOA).If a covered animal arrives dead, leave it in the sealed transport bag, take a clear photograph of the fish inside the unopened bag, photograph the courier label, and contact us within two hours of delivery. Delivery must have been accepted on the first attempt.The quickest way to contact us with photographs is WhatsApp on 07521 062789.If a valid claim is confirmed, we will normally refund the purchase price of the affected fish. If you prefer, we may be able to offer another fish of similar value where one is available. The original delivery charge is not refunded under our voluntary Live Arrival Guarantee.If your fish arrived alive but something does not seem right afterwards, that is not a DOA claim, but please contact us promptly. We are still very happy to help.Full details are on our Delivery & Live Arrival Guarantee page, and the full guarantee is in our Terms & Conditions.
For most non-livestock, non-perishable items bought online, you can change your mind within 14 days of receiving them. Please contact us before returning anything.Live fish and other livestock cannot be returned as a change-of-mind return. For welfare and biosecurity reasons, please do not attempt to send a live animal back to us.If you need to cancel a livestock order before it has been dispatched, contact us as soon as possible.This does not affect your statutory rights if there is a problem with what we have supplied.Full details are in our Terms & Conditions.
For non-livestock items, contact us first by email or through our website contact form, quoting your order number and the reason for the return. We will let you know what to do next.For an eligible change-of-mind return, you are normally responsible for the cost of returning the item to us. If an item is damaged, faulty, wrong or not as described, contact us first and we will cover any return postage that we are legally required to cover.Once an eligible returned item has been received and checked, any refund due will be made to your original payment method.Live fish and other livestock cannot be returned. Do not attempt to send a live animal back to us. If there is a problem with livestock, contact us immediately.
Email or use our contact form with your order number and reason for return. Once we receive and check the returned item, you'll be refunded to your original payment method within 14 days of us receiving it back.
Non-livestock items: if you want to cancel before dispatch, contact us as soon as possible. For most non-livestock, non-perishable goods bought online, your normal cancellation rights are explained in our Terms & Conditions.Live fish and other livestock: if you need to cancel, contact us immediately.Once an order has been prepared for dispatch, it is highly unlikely that we will be able to cancel it.Once livestock has been dispatched, cancellation is no longer possible.Never attempt to send a live fish or other live animal back to us.If you have a problem with an order, contact us and we will deal with it in accordance with your legal rights and the welfare needs of the animal.
Returns, Refunds and Guarantees
Live Fish Care and Arrival
Before packing, we carefully check each fish is feeding well, swimming normally, and free from visible signs of illness or stress.
It depends on the species. For most fish arriving by courier, we usually recommend brief temperature matching with the transport bag kept sealed where needed, followed by prompt transfer into a fully cycled, species-appropriate aquarium. Do not pour the transport water into your aquarium.Shrimp are acclimatised more gradually. Dwarf crayfish also require gradual acclimatisation, while snails, axolotls and other specialist animals have their own settling-in guidance.Your aquarium should already be fully cycled and have suitable temperature and water parameters for the species before your new arrival is delivered.Full step-by-step instructions are in the relevant Care Guide. Our Arrival and Your First Week page explains why settling-in methods differ, and our Tank Cycling Guide explains how to prepare a cycled aquarium.
VIP Club
The VIP Club is a free members’ area offering early notice of selected new arrivals, rare-fish alerts, a new member discount, members-only offers and priority request opportunities.
Yes. New members receive 10% off their first order. The welcome code is sent by email after signup and may be subject to stated terms or exclusions.
Selected new stock may be released to VIP members for a limited priority period (usually 48 hours) before becoming available to the general public.
No. Membership is completely free, with no subscription or ongoing fee.
Members may receive email alerts when selected new fish or livestock become available. Please make sure you have agreed to receive marketing emails.
Contact and Policies
Contact details:For urgent enquiries: WhatsApp or telephone: 07521 062789For other enquiries:Email: broadheath.bettas@outlook.comWebsite: use our Contact Us formFor urgent delivery or Live Arrival Guarantee queries, WhatsApp is usually the quickest way to reach us, particularly if you need to send photographs.
We aim to respond as soon as possible, although replies may take slightly longer during busy stock arrivals, delivery days or short holiday periods.
Links to our Delivery Information and Live Arrival Guarantee, Terms and Conditions, Privacy Policy, Cookie Policy and Refund Policy are also available from any page - located in the website footer.
Still Need Help?
Contact us about stock, delivery, care or an existing order.
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