Please see our Coronavirus updates page and how it affects dispatch times, delivery and customer service. Thank you for shopping with Warehouse Aquatics.

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Order dispatch and Coronavirus updates

Thank you for shopping with Warehouse Aquatics. We as a nation are facing unprecedented times and the challenges that accompany this in the current Coronavirus pandemic. Many businesses and individuals have already been hit hard by the effects of the virus and this impact is likely to continue.

Dispatch and Delivery

Here at Warehouse Aquatics we pride ourselves on prompt dispatch and customer satisfaction. However, we are a small team and like other businesses the virus has an effect on us too. We are currently running on limited staff in the warehouse, and as such dispatch times may be affected from the usual.

Rest assured that we are open as usual, and are doing our best to get all orders out at the normal rate, but some may be delayed in dispatch and not follow the estimated dispatch date shown on the checkout.

We have minimised staff levels in the warehouse at any one time for health and safety, and have shift patterns so that some warehouse staff are working after business hours to dispatch your orders. As a result of this we have temporarily suspended our same day dispatch policy, as orders dispatched by the evening staff are collected by the couriers the following working day.

For health and safety of our staff during this time, collection from the warehouse is not currently possible.

Courier dispatch

Some couriers, such as those used for delivering larger parcels have now introduced a temporary limit of how many parcels they will collect from us each day. This is due to the extreme staff shortages and increased demand that they are facing. This means that for those affected, even after your receive your dispatch email, the courier may not be able to collect the parcel from us for a further working day or two.

Further to emergency changes to collections by couriers such as Parcelforce (see here) we are currently unable to offer next day delivery services and have temporarily removed this option from the checkout. We apologise for any inconvenience this may cause.

When can I expect my parcel?

Many courier services have increased demand and reduced staff in some cases, so some deliveries are taking a little longer than normal to arrive. We appreciate your patience and understanding in this regard.

Please be advised that for Royal Mail deliveries we cannot consider the item lost in the post until it has reached the deadlines advised on the Royal Mail website. We therefore cannot resend any non-received deliveries until those deadlines are reached.

Based on current patterns and customer feedback, we are currently advising the following broad estimates of delivery times for the respective couriers:

  • Royal mail 1st class: 1 - 3 working days (including Saturdays)
  • Royal mail 2st class: 2 - 6 working days (including Saturdays)
  • Courier: 1 - 3 working days
  • Pallet: 1 - 3 working days

The above estimates are from the point you receive your dispatch notification email.

Customer services / phone service

Due to limited staff availability and remote working in the current coronavirus pandemic, we are not able to run our regular phone service at present. Instead we are offering a callback service within customer service hours for all who phone and leave their name and number requesting a callback. Our customer service hours are Monday - Friday, 9am to 5pm. Our customer services are also contactable on [email protected] or by using the contact form on the website.

Returns and warranty

Our returns procedure remains unchanged. Please see here for full details. Please be aware however that due to the warehouse running on skeleton staff and all customer services personnel working remotely, returns and refunds may take a lot longer to process than normal. We apologise for any inconvenience this may cause and thank you for your patience.

For warranty claims, as the warranty is with the product manufacturer we liaise with the manufacturer on your behalf. The procedure remains unchanged as with normal returns above, however we are advising that the whole process may potentially take a lot longer than normal depending on the manufacturer, as some are running on minimal staff and some are in temporary shutdown. We are therefore unable to give any time-frames for any warranty claim at present. We thank you for your understanding.

A big thank you!

We would like to say a massive thank you for your patience and understanding during this time, and thank you for your continued support. We really do appreciate it.

We wish all our valued customers the best of health during this period.

We will continue to update this page as and when the situation changes.

From all of us at Warehouse Aquatics, thank you and happy shopping.

© 2019 Warehouse Aquatics. All Rights Reserved.
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