This Shipping Policy explains how orders are packed, dispatched, and delivered when purchasing from OSAquatics. We aim to provide fast, reliable delivery across the UK using Royal Mail Tracked services.
All orders are shipped from our facility in Devon.
Delivery Methods
Royal Mail Tracked 48 (Standard Delivery)
- Cost: £3.99
- Estimated delivery: 2–3 working days
- Tracking included
- Suitable for all NT Labs treatments, conditioners, and dry foods
Royal Mail Tracked 24 (Express Delivery)
- Cost: £5.99
- Estimated delivery: 1–2 working days
- Tracking included
- Recommended if you need items urgently
Free Delivery (Orders over £50)
- Cost: £0.00
- Automatically applied at checkout
- Sent via Tracked 48
Dispatch Times
We dispatch orders Monday–Friday.
- Orders placed before 12:00 midday are usually dispatched the same day
- Orders placed after 12:00 are dispatched the next working day
- No weekend dispatch
During busy periods, dispatch may take an additional working day.
Packaging
All items are securely packed to prevent damage during transit. Consumables (treatments, conditioners, foods) are sealed inside protective packaging.
Tracking Information
Once your order is dispatched, you will receive:
- A Royal Mail tracking number
- A link to follow your parcel’s progress
- A confirmation email from OSAquatics
Tracking updates may take a few hours to appear.
Delivery Issues
Delayed Orders
Royal Mail may occasionally experience delays. If your parcel has not arrived:
- Tracked 48: after 3 working days
- Tracked 24: after 2 working days
Please contact us and we will investigate.
Lost Orders
Royal Mail considers a parcel “lost” after 10 working days. At that point, we can offer:
- A replacement
- Or a refund
Damaged Orders
If your parcel arrives damaged, contact us within 48 hours with:
- Your order number
- Photos of the item
- Photos of the packaging
We will resolve the issue quickly.
Incorrect Address
Customers are responsible for entering the correct delivery address. If an incorrect address is provided:
- We cannot refund shipping costs
- Re-delivery may require an additional charge
Contact Us
For any shipping questions or delivery issues:
Email: enquiries@osaquatics.co.uk Website: Contact form on the OSAquatics site
We aim to respond within 24 hours.