At Porton Garden Aquatics & Pet most of our products, unless otherwise stated, fall into the following delivery price brackets:
Standard Delivery From
Large/Fragile Delivery From
Pallet Delivery From
Please be aware that at this time our couriers are experiencing delays due to the high quantity of shipments being received, you will still be able to track your order but your tracking may not be updated at every step. At this time the delivery service guarantees have been suspended by our couriers, this means that we will still send your parcel/pallet out on either a next day service or book in service, but the time frame of this service is not guaranteed by our couriers.
Our delivery prices and speeds vary depending on the size and weight of the items that you purchase and your delivery address.
Orders that exceed the size/weight or volume limits set by our couriers for each service may incur delivery charge adjustment or changes to the delivery service used.
To get an accurate delivery price for your order, simply add the items you wish to purchase to your basket, proceed to the checkout and complete your delivery address.
We Require A Signature
To ensure you receive your order as quickly as possible, please make sure you give us a delivery address where someone will be available to accept it because many of our parcels require a signature upon delivery or simply will not fit through your letterbox. We will gladly deliver to a family member, neighbour or place of work if it is more convenient for you. In this case, please ensure you use the alternative address when placing your order. We will not be held responsible for the cost of re-delivery if you are unable to sign. Please contact us with an alternative delivery address immediately after you purchase the item if necessary.
It is the buyer’s responsibility to provide us with the correct address at the time of purchase as we process our orders promptly and changes cannot be made once the order has been processed.
When your item is dispatched, you will receive an email or text notification from our courier.
They will also send you a tracking number that you can use on their website to see where your order is.
Parcelforce: Enter your reference number (usually 9 – 14 characters) on the Parcelforce Track & Trace page.
Palletways: Enter your reference number (usually 11 digits) on the Palletways Track & Trace page.
Receive Text Alerts
If you provided us with your mobile number, our couriers will keep you updated with the status of your delivery you will also receive an alert you on the day of delivery so that you don’t forget.
Buy in Store Only Items
Some items may be shown as ‘Buy in Store Only’. This is usually due to the fragility, size or nature of the product. It may be that we are able to send these items using an alternative courier, please contact us for a quote.
Although Parcelforce and Palletways are our preferred carriers, we may occasionally dispatch your order using an alternative carrier with an estimated delivery time equivalent to or better than the service selected when the order is placed.
At this time we do not offer a delivery service to addresses outside the UK.
If we anticipate a delay
If for any reason there is an extended or unforeseen delay with your order, we will contact you to notify you of the delay and provide you with an alternative date for delivery. If you are not happy with the revised date, your order will be cancelled and we will refund your order in full. In no event shall we be liable for any damages or penalty for any delay in delivery.
Problem with the delivery
Please contact us immediately if any of the parcels are missing or damaged, making sure you keep your delivery note and all packaging.
If your order arrives on a pallet it is essential that you are satisfied that your goods are in good condition at the time you take delivery.
We cannot accept claims for damages once you have inspected and signed for your goods.
Click & Collect Information
Our click & collect service allows you to order your product online and collect in store.
How does click & collect work?
At this time we are trying to process all click and collect orders as a priority, so if you order after 11am we will do our best to still get this ready for you on the same day.
Order online by 11am and we’ll aim to have your order ready to collect from our store after 3pm.
If you can’t collect straight away we’ll keep your order for up to 7 days from the designated date of collection. Any orders not collect within this time frame will be cancelled and a refund will be issued.
To place a click & collect order select the collection option before adding the items to your basket, process your payment and complete your transaction.
You will then receive 2 emails:
1. The first email will be to confirm we have received your order.
2. You will receive a second email once we have your item/s ready for collection.
We aim to have orders placed before 11am ready for collection after 3pm on the same day. (This does not include Bank Holidays or Public Holidays) And within our stores normal opening times. If we are unable to fulfil your order you will be notified at the soonest opportunity.
Please do not travel to collect your order until you have received your email confirming that your order is ready for collection. You will need to bring the Ready for Collection email and photo ID with you. You cannot collect your order until you have received this email. This email can be printed or presented on a mobile phone or tablet. We will hold your order for up to 7 days for you to collect from the designated collection day.
Before you travel to the store, please ensure you have the following with you:
1. Your ‘Ready For Collection’ email.
2. Your photo ID, this must match the details on your order.
Not all items are available for our click & collect service. Items that are available for click & collect will be displayed on the product page.
Changes To Service
We reserve the right to make changes the conditions of this service at any time.