Dry Goods Shipping Policy
Professional Fish Keepers Europe offers free shipping on orders of dry goods over 60€ to mainland Portugal and over 150€ to European Union. Heavyweight and/or oversized box charges may be applied to some orders during checkout. Some examples of these items would be large buckets of salt, oversized fixtures, T5 lamps, chillers, stands and aquariums.
Professional Fish Keepers Europe will ship via DHL and UPS, tracking numbers will be automatically be emailed to the email address on your account.
All orders are subject to approval for Free Shipping. If a shipping charge error occurs during checkout, we will contact you via email or phone to inform you of the error.
In order to provide our customers with the most economical shipping costs available, we reserve the right to choose shipping carriers or modify shipping terms when orders are required to be sent in one or more shipments or other exigent circumstances exist which, in our exercise of discretion, require us to do so.
Shipping charges on returned items are non-refundable. If an order is canceled after it has already shipped, there may also be an additional fee to have the carrier change the delivery of the item. In the case of a return, if the order originally received free shipping on our site, the actual shipping charges that we incurred shipping the order to you will not be refunded.
Livestock Shipping Policy
Professional Fish Keepers Europe offers free overnight shipping on livestock orders over 200€ to Europe. Orders under 200€ are charged a 39.90€ flat rate shipping charge for overnight shipping.
Shipping to mainland Portugal is 10€ on orders under 100€ and orders over 100€ have free shipping costs.
It is not possible to guarantee shipments in less than 24 hours for the Islands of Portugal and Spain, or other remote places. If you live on those areas and still may wish to order please contact us by email.
DOA Livestock must be reported the same day your order arrives. Photos and/or a video is required for us to consider a livestock credit. Shipping costs are not refundable on any livestock order. Please contact us right away if there are any issues with your order. Returns are not accepted on livestock.
DOA Guarantee: Must accept package on first delivery attempt. If damage occurs or coral/fish arrives dead, pictures of items in original packaging must be provided within 1 hour of delivery. Credit or replacement (if applicable) will be issued. Customer will be responsible for shipping charges on replacement items.
LIVE ARRIVAL GUARANTEE:
DAMAGED ITEMS:
All merchandise should be inspected the same day as arrival. If your merchandise arrives damaged, we must be contacted within 3 days. All damaged product and packaging must be kept for potential inspection by the carrier. Pictures of packaging and damage must be promptly provided in order to process a claim and replace the damaged item. We are more than happy to provide you with full assistance in this unlikely event.
If we are not notified of damages within the required 3 day window, all replacements, refunds or credits will be at the discretion of Professional Fish Keepers Europe.
AVAILABILITY:
Because there are many factors that can affect the availability of the livestock we offer, not all species are available at all times. New shipments arrive at our facilities weekly, and every day new specimens that have successfully passed our thorough rigorous health check procedures, become available.
SUBSTITUTIONS:
It is our policy never to automatically substitute a size or species if what you requested is unavailable. We work closely with our customers and aquatic suppliers to ensure you receive exactly what you order. If your selection is out of stock, feel free to discuss alternates with us.