Shipping & Delivery Policy by Category
1. Dry Products (Food, Medicines, Equipment, Accessories) – Shipping, Delivery & Replacement Policy
Packaging
- All dry products are packed securely in cotton boxes.
- Fragile items such as glassware, LED lights, and UV bulbs are packed with thermocol protection by default or upon customer request.
ALL OVER INDIA Shipping & Delivery
- Home delivery is available for all dry goods
- Orders are shipped through reliable third-party courier services.
- Tracking details will be shared via WhatsApp, email, app notifications, or on our website.
Reporting Damaged or Missing Items
- All claims must be submitted within 2 hours of delivery.
- A continuous, unedited unboxing video is mandatory for any claim.
- Claims without a valid unboxing video or raised after 2 hours will be rejected without exception.
Special Conditions for Multi-Part & Electrical Equipment
This applies to items such as skimmers, canister filters, LED lights, and pumps:
- The unboxing video must clearly show all accessories and parts as they are unpacked.
- Before use, customers must:
- Confirm that all components are present.
- Perform a brief dry run for electrical items to check for basic functionality.
- Any issues must be reported before installation.
- No claims will be accepted post-installation, except in cases where:
- The product includes a valid manufacturer warranty.
- The issue is proven to be a manufacturing defect.
Glassware Items
Includes lily pipes, diffusers, UV bulbs, and other delicate accessories:
- Replacements will be provided only if:
- The item is confirmed to be damaged in transit.
- The customer shares a valid unboxing video and photos showing the defect.
Glass tanks and DOOA Terra Base are strictly non-refundable and non-replaceable, regardless of the damage.
Transit Damage Claims
- Customers are strongly advised to open the package in front of the courier at the time of delivery.
- If visible damage is found, notify us immediately to initiate a courier insurance claim.
- Delay in reporting will void all claims.
For glassware items, if a defect is noticed after unboxing, follow these steps:
- Contact us via WhatsApp at [insert number] within 24 hours of delivery.
- Share clear photos of the damaged product, including the packaging.
- Upon approval:
- Return to Origin (RTO) charges are to be paid by the customer.
- The returned product must be:
- Unused
- In the original manufacturer's packaging
- Free of any signs of misuse or mishandling
Failure to meet these conditions will result in claim rejection.
Final Notes
We will not offer any replacement or refund under the following conditions:
- Missing parts when the unboxing video is not provided
- Damaged or broken items reported after the claim window or without visual proof
- Glass tanks, regardless of the nature of damage, are excluded from all warranty, claim, or replacement coverage.
2. Live Plants
Live Plants - Shipping, Guarantee & Return Policy
Packaging
- Live plants are carefully packed in cotton boxes to retain moisture and prevent damage.
- Thermocol can be added upon request for additional protection.
Shipping & Delivery
- Delivered via courier services with home delivery available.
- Tracking information will be shared via WhatsApp, email, or app.
- Expected delivery is within 2–3 business days after dispatch.
Failed Delivery Attempts
- If delivery fails due to an incorrect address or unavailability of the recipient, the package may be returned.
- The sale is considered complete in such cases, and no refund will be issued.
Order Processing
- Orders are processed on all days except Thursdays, Fridays, Sundays, and public holidays.
- Orders placed before 1:00 AM will be shipped on the next working day.
- Orders placed after 1:00 AM will be dispatched the following working day.
Order Cancellation
- Cancellation requests must be submitted before 1:00 AM on the shipping day.
- To cancel, please WhatsApp us directly.
Plant Guarantee & Return Policy
Perishable Nature
- Live plants are perishable goods; we do not accept returns or provide refunds once the plant has been shipped.
Out-of-Stock Items
- If a plant is out of stock, we will notify you within two working days and offer a full refund or a replacement of equal value.
Damage During Transit
- Despite careful packaging, plants may experience stress during transit. We are not responsible for damage caused during shipping.
Customer Responsibility
- Ensure the delivery address is accurate and that someone is available to receive the package.
- Plants need immediate attention upon arrival for proper care and longevity.
3. Glass Tanks & Cabinets – Shipping, Delivery & Damage Policy
Packaging
- All glass tanks and cabinets are carefully packed in thermocol boxes to ensure maximum protection during transit.
- Every item is thoroughly inspected before dispatch to ensure it is in perfect condition when shipped.
Shipping & Delivery
- Chennai: Home delivery available.
- Other Major Cities/States:
No home delivery for glass tanks and cabinets. Pickup only from the nearest parcel station.
Shipping Method: Items are sent via bus or train.
Pickup Requirement: Customers must collect the parcel within 2 hours of receiving the pickup notification.
Damage Warranty Terms
Please note the warranty and claim eligibility varies based on the mode of transport:
Bus / Bike / Train Transport:
- No warranty or breakage claim is applicable if the tank or cabinet is damaged during delivery via bus / bike / Train.
- These transport modes are not reliable for fragile items, and we advise against them for large glass shipments.
Tata Ace or Auto Delivery:
- Warranty coverage applies for breakage or damage during delivery only when shipped via Tata Ace or auto.
- These are more secure options, and we recommend choosing them when available for delicate shipments like tanks and cabinets.
Important Notes
- While 99% of our deliveries arrive safely due to high-quality packing, damages can still occur depending on how transport agents handle the parcel.
- We cannot control handling by third-party transport staff, and hence urge customers to choose the safest available delivery option.
Damage Claims only for Tata Ace or auto.
- Any visible damage must be reported within 2 hours of Delivery.
- A continuous, unedited unboxing video is mandatory for any damage claim.
- Claims will not be accepted if:
- The item was shipped via bus / bike / Train.
- The unboxing video is missing, edited, or not provided within 2 hours of Delivery.
4. Live Fishes
Packaging
- Shipped in thermocol (recommended) or cotton boxes (customer’s choice).
- Only thermocol-packed fish are eligible for DOA claims.
Shipping & Delivery
- Chennai: Home delivery available.
- Other Major Cities/States:
No home delivery for Fishes. Pickup only from the Major States / Cities parcel station.
Shipping Method: Items are sent via bus or train.
Pickup Requirement: Customers must collect the parcel within 2 hours of receiving the pickup notification.
DOA (Death on Arrival) Guarantee
Claim Timeframes by Location
- Chennai: Within 2 hours of delivery.
- South India: Within 24 hours of transit.
- North India: Within 48 hours of transit.
Conditions
DOA guarantee is void if:
- The parcel is not picked up within 2 hours of arrival at the parcel station.
- Transit exceeds the allowed time window for your region.
- Fish are released into the tank before reporting.
- No unboxing video is provided, or the video is edited or incomplete.
- Unboxing video must be continuous and recorded from the moment the box is opened.
- We are not responsible for any fish deaths after they are released into your tank.
How to File a DOA Claim
- Submit your claim within the allowed timeframe.
- Provide high-quality photos/videos of the fish in unopened packaging.
- Attach an uninterrupted unboxing video.
- Include order number, full name, and contact details.
Resolution
- Approved claims are eligible for a replacement or store credit.
Shipping fees are non-refundable
Image Disclaimer
Please note that the images of fish, plants, and other products displayed on our website and mobile application are for illustrative purposes only. While we strive to use real images of our actual products, some images may be sourced from publicly available platforms such as Google Images or licensed stock photo repositories, especially where actual product photography is not yet available.
We make every effort to ensure that our products closely resemble the images shown. However, due to natural variations, seasonal availability, lighting conditions, or differences in photography, the appearance of the actual product delivered may differ slightly from the images displayed online.
By using our services, you acknowledge and accept that:
- Not all product images are actual photographs taken by us.
- We kindly ask for your understanding that slight differences between the images shown and the actual product may occur, and we may not be able to address concerns based solely on visual variations.
Need Help with Returns, Refunds, or Claims?
We're here to assist you.
Email: info@chennaiaquarium.in
Phone/WhatsApp: +91 73581 44900
