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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. If you're not sure, our Tank Cycling Guide and Care Guides can help you check before you order — and 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-fish items (food, botanicals) ship for £3.99 standard or £5.99 express, and shipping on non-fish items is free once your non-fish order totals £60 or more.
We use a specialist next-day courier service for all live fish, to keep transit time as short as possible.
It is vital for the welfare of your fish to ensure you give correct delivery details and are present to receive delivery
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 — so your fish are never in transit over a weekend. 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.(Link opens in a new tab)
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-fish 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. We may be able to amend or cancel an order before it has been prepared or booked for dispatch. Once a live-fish shipment has been arranged, changes may not be possible.
We accept all major debit and credit cards, plus Apple Pay and Google Pay at checkout.
It is vital for all live fish deliveries that someone is available to receive them promptly. Please ensure someone is home on the expected delivery day — if you know you'll be out, contact us in advance to arrange a better day.
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.
Float the sealed bag in your tank for 15-20 minutes to equalise temperature, then gradually introduce small amounts of tank water before release. You must have a fully cycled hospitable tank set up with suitable parameters for the species purchased. For full step-by-step guidance, see our Care Guides and Tank Cycling Guide.
We guarantee your fish will arrive alive and healthy, provided a few simple steps are followed. Delivery must be accepted on the first attempt, and the parcel should be opened and inspected immediately upon arrival. If there's an issue, please send us clear photographs of the unopened internal bag and fish, along with a photo of the courier label, within 1 hour of delivery.The guarantee doesn't apply if delivery is missed or delayed by you, incorrect delivery information was supplied, the fish has been removed from the transport packaging, or the issue relates to acclimatisation, water quality, tank conditions, or husbandry factors once the fish is in your care.If a valid claim is confirmed, we'll either provide a replacement fish (subject to availability) or refund the purchase price of the fish. Contact us as soon as possible by phone 07835 289670, email or via our website contact form.Full details of our Live Arrival Guarantee are also available on our Delivery page and in our Terms & Conditions
Non-fish items can be returned within 14 days of delivery, provided they're unused and in original packaging — you'll cover the return postage. Live fish aren't covered by this no-fault return right, since they're live animals; our Live Arrival Guarantee covers fish that arrive unwell or don't survive transit instead.
Contact us with photos and your order number as soon as possible, and within 30 days of delivery if possible. Let us know what the issue is. We'll arrange a replacement or full refund, and we'll cover the return postage in these cases.
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-fish items: Yes — contact us as soon as possible and we'll cancel and refund in full, provided it hasn't yet been dispatched.
Live fish or other livestock: Once an order has been placed, we begin preparing it promptly, including any live fish, which require time-sensitive handling. As live fish are perishable goods, they're excluded from standard cancellation rights once preparation has begun. Contact us as soon as possible if you need to cancel — we'll try to help where we can, but can't guarantee it once an order is in progress.
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.
You can contact us via email broadheath.bettas@outlook.com or via our website contact form
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-fish items (food, botanicals) ship for £3.99 standard or £5.99 express, and shipping on non-fish items is free once your non-fish order totals £60 or more.
We use a specialist next-day courier service for all live fish, to keep transit time as short as possible.
It is vital for the welfare of your fish to ensure you give correct delivery details and are present to receive delivery
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 — so your fish are never in transit over a weekend. 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.(Link opens in a new tab)
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-fish 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. We may be able to amend or cancel an order before it has been prepared or booked for dispatch. Once a live-fish shipment has been arranged, changes may not be possible.
We accept all major debit and credit cards, plus Apple Pay and Google Pay at checkout.
It is vital for all live fish deliveries that someone is available to receive them promptly. Please ensure someone is home on the expected delivery day — if you know you'll be out, contact us in advance to arrange a better day.
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
We guarantee your fish will arrive alive and healthy, provided a few simple steps are followed. Delivery must be accepted on the first attempt, and the parcel should be opened and inspected immediately upon arrival. If there's an issue, please send us clear photographs of the unopened internal bag and fish, along with a photo of the courier label, within 1 hour of delivery.The guarantee doesn't apply if delivery is missed or delayed by you, incorrect delivery information was supplied, the fish has been removed from the transport packaging, or the issue relates to acclimatisation, water quality, tank conditions, or husbandry factors once the fish is in your care.If a valid claim is confirmed, we'll either provide a replacement fish (subject to availability) or refund the purchase price of the fish. Contact us as soon as possible by phone 07835 289670, email or via our website contact form.Full details of our Live Arrival Guarantee are also available on our Delivery page and in our Terms & Conditions
Non-fish items can be returned within 14 days of delivery, provided they're unused and in original packaging — you'll cover the return postage. Live fish aren't covered by this no-fault return right, since they're live animals; our Live Arrival Guarantee covers fish that arrive unwell or don't survive transit instead.
Contact us with photos and your order number as soon as possible, and within 30 days of delivery if possible. Let us know what the issue is. We'll arrange a replacement or full refund, and we'll cover the return postage in these cases.
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-fish items: Yes — contact us as soon as possible and we'll cancel and refund in full, provided it hasn't yet been dispatched.
Live fish or other livestock: Once an order has been placed, we begin preparing it promptly, including any live fish, which require time-sensitive handling. As live fish are perishable goods, they're excluded from standard cancellation rights once preparation has begun. Contact us as soon as possible if you need to cancel — we'll try to help where we can, but can't guarantee it once an order is in progress.
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.
Float the sealed bag in your tank for 15-20 minutes to equalise temperature, then gradually introduce small amounts of tank water before release. You must have a fully cycled hospitable tank set up with suitable parameters for the species purchased. For full step-by-step guidance, see our Care Guides and Tank Cycling Guide.
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
You can contact us via email broadheath.bettas@outlook.com or via our website contact form
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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