/FAQs
FAQs 2017-10-10T17:12:02+00:00

FAQ’s

At Porton Garden Aquatics & Pets customer service matters to us, that’s why we’ve compiled a list of some of the most Frequently Asked Questions we get asked.
If your question hasn’t been answered here, please call us on 01980 611 116.

What if a product arrives damaged? 2017-06-30T12:43:16+00:00

All our products are carefully checked before being dispatched, and whilst we do all we can to ensure safe packaging, occasionally an order will be damaged during transit. We do all we can to provide a speedy resolution when this occurs. Please read our Returns Policy for more details.

 

What happens if an item I have already ordered goes out of stock? 2017-06-30T12:41:42+00:00

If the items you have ordered are not in stock, we will contact you as soon as possible to let you know how quickly we should be getting more. We replenish our stock every week, so provided our suppliers have stock, we aim to dispatch your items within 5-10 working days.

What do I do if a product I want to order is out of stock? 2017-06-30T12:40:18+00:00

We receive deliveries into our warehouse every week. Unless there is a supply problem with the product you require it should not remain out of stock for more than a few days, so please check back regularly.

I can’t see my basket items, what’s wrong? 2017-06-30T12:34:57+00:00

You need to have cookies activated on your computer in order to make a purchase through our website. To find out more about Cookies please visit our Cookies page here

If you are looking for items you have added to your basket on a previous visit, please make sure you are logged in to be able to see these. Alternatively items added on a previous visit may have been removed from the website and may no longer be available.

If your cookies are enabled and you still cannot see your basket, please call our Customer Service team on 01980 611 116 between 9am – 5.3pm Monday to Saturday or 11am – 5pm Sunday. Alternatively you can e mail us at sales@portonaquapet.co.uk.

 

How do I find information about products? 2017-06-30T12:24:13+00:00

You can find specific product information on each product page under the heading “description”.

If the particular information you require is not available, please call our Customer Service team on 01980 611 116 between 9am – 5.30pm Monday to Saturday or 11am – 5pm Sunday. Alternatively you can e mail us at sales@portonaquapet.co.uk  and we will endeavour to get you the required information as quickly as possible.

Why has my payment been declined? 2017-06-30T12:20:50+00:00

We use Visa and Mastercard’s identity verification as part of our payment process so all cards signed up to this scheme must pass this step and customers must provide their password before we are able to accept payment. This functionality provides greater fraud protection for you and us. Please ensure you follow this step for your payment and order to be accepted. If you fail this step your order will be rejected.

 

Was my order/payment successful? 2017-06-30T12:15:10+00:00

When a transaction is processed using Sage Pay’s payment gateway, you will get either a ‘success’ or ‘failure’ page after entering your card details when your order is complete.

You will also get a confirmation email to your email address you provided when placing your order. If you do not see the confirmation email after a couple of hours please check your spam or junk mail folder.

If you are still unsure please call us on 01980 611 116 or contact us by email on weborders@portonaquapet.co.uk and we can check for you. When contacting us please provide us with date and approximate time of your order, name on the order, email address and what the order was for.

Are my card details secure? 2017-06-30T12:08:56+00:00

We take security seriously therefore all areas of this website which involve your personal information or online payment processing use SSL encryption to keep your data safe.

We use SagePay as our preferred payment gateway provider. SagePay are fully PCI compliant and secure.

Before entering your card details on any payment page, there are are a few things you can look for to ensure the page is secure.  All Sage Pay payment pages are regularly audited by an independent auditor to make sure they comply with the latest security standards.

Is there a padlock?

A padlock image shows that your details are being collected securely using 128 bit SSL technology.  Clicking on the padlock will show you the SSL certificate. Depending on what Internet web browser you’re using, the padlock can be located in 3 different areas

  • Bottom right hand corner
  • Next to the address bar
  • Top right hand corner

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What else can you look for?

If you can’t see the padlock on the payment page, make sure the URL starts with ‘https’ instead of ‘http’.  The extra ‘s’ shows you the page is secure.

Is your website secure? 2017-06-30T12:06:19+00:00

We take security seriously therefore all areas of this website which involve your personal information or online payment processing use SSL encryption to keep your data safe.

We also use SagePay as our preferred payment gateway provider. SagePay are fully PCI compliant and secure. For further details on SagePay’s security and online shopping security please visit their website.

When purchasing online from us when you click the payment button at checkout, you will be sent to a secure page on SagePay. You will input your details directly into their secure and encrypted payment gateway and therefore we do not directly receive, retain nor store your payment or card details.

Please click here to see our Privacy Policy for further details.

Why can’t I checkout online? 2017-06-30T11:57:42+00:00

There are often a few causes which can be overlooked an easily resolved when trying to place an order online. Have a look at our suggestions for troubleshooting below in the first instance as this may help clear up your query. Alternatively if you are still experiencing problems with placing your order please telephone us on 01980 611 116 to place your order and let us know exactly where you were experiencing an issue.

Check all mandatory fields

There are certain address fields that are required to be filled out as they are mandatory. Often these can be overlooked or missed. Scroll back up the page and see if any of the fields are highlighted in red/pink and correct these and you should be able to complete your checkout and proceed to payment.

Check you have filled out your address details correctly

There are certain address fields that are required to be filled out as they are mandatory. Checkout over your address details and make sure you have filled them out carefully and correctly. On screen notes should point you in the right direction to correcting these.

Have you selected the Terms & Conditions confirmation box?

At the bottom of the checkout pages below your order total is a tick box “I confirm that I have read and accepted the Terms & Conditions of this website” please ensure you have read our terms and conditions of sale and selected this tick box to confirm.

How do I place an order? 2017-06-30T11:41:59+00:00

You can either place an order online, in-store or telephone us on 01980 611 116 for assistance.

Placing an order online:

  1. To place an order online simply browse our website either using the search facility or navigation menu until you find the product you want.
  2. Click the “add to basket” or “buy” button by the product you wish to purchase and it will be added to your basket.
  3. Go to your basket and click “To Checkout”.
  4. If you aren’t already logged into the website, you will be taken to a login page and see a dropdown which asks you to choose from the 3 following options:
    1. “I am an existing customer and I have a password”, – If you are an existing user and have a password select this option and then enter your email address and password. (If you have forgotten your password follow the onscreen instructions below the drop down options box to reset your password.)
    2. ” I am a new customer and wish to register”  – If you haven’t yet registered with the website and wish to do so select this option and then enter your email address and your chosen password twice and click “Register”.
    3. “I do not wish to register at this time” – If you just want to place your order as a guest without registering with the website at all, select this option. You will of course still need to enter your details to place your order for billing and shipping but these details will not be registered with the website or recorded for later use.
  5. Billing Address – Enter your billing details & address making sure not to forget to fill out all the mandatory fields required or alternatively if you have shopped with us before select an existing address from the dropdown list.
  6. Delivery Address – Select the tick box “Deliver to Billing Address” to say the shipping details are the same as the billing details or untick this and you will then be able to enter your new shipping address details or if you are logged in and have shopped with us before you can select a previously saved address from the dropdown.
  7. Add any order or delivery notes you want up to 200 characters maximum.
  8. Enter a voucher code if you have one and select “apply” to apply your voucher code discount.
  9. Select your delivery option otherwise standard delivery will be applied and shown.
  10. Review your order details and check everything is correct and tick the Terms & Conditions checkbox.
  11. Click the “Go to Payment” button to be taken to the safe & entirely secure SagePay payment pages where you will be asked to enter your credit card details over a safe & entirely secure connection.
  12. If you payment is successful you will be returned to the website and a confirmation message shown on screen.
  13. You will then also receive an email confirmation about your order. If you spot a mistake in any of the details within the order confirmation email please contact us on 01980 611 116 immediately.