FAQ
Acclimatising Fish
Always acclimatise a new fish into a new environment. These simples steps will ensure that the shipped fish will have the best chance of survival. It's best not to open your shipped fish in bright light and remember it's been in the dark for a period of time and mayb stressed from travel. ( Fish can become stressed from shipping, so don't make matters worse )
Step 1
Let the fish in its unopened bag float in the required environment for a minimum of 12-15 mins. This allows the fish and shipping water to acclimatise to any temperature changes. Some people prefer to do this with the lights turned off, as can be less traumatic for the fish. I have always found this to be a personal preference.
Step 2
Release elastic band or cut the bag enough to allow some aquarium water directly into the shipping bag. Keep the bag floating upright in the environment. Little and often is the best way to do this. Continue this procedure until the bag is 3/4 full and your confident the fish has had enough time to acclimatise to the temprature of the environment your adding too. Remember rushing this step could cause added stress, shock or kill your fish.
(Esitmate 12-15 mins mInimum)
Step 3
Introduce fish into environment, DO NOT add the water from the shipping Bag. The best way to do this is either by hand genty cupping the fish in your palm or with a net. I have always handled my fish where i can without a net. As some nets can cause damage to fish or fish can become entangled causing extra stress. Always do this step over the water incase a fish jumps or escapes,
Step 4
Enjoy your new addition
Remember fish can loose colour during shipping and when stressed. This is a normal thing and once a fish has fully acclimatised their colour and personalities come back.
If you have any concerns about you fishes health on arrivial or within your 3 day Guarantee. Please contact us asap providing information. (Refer to guarantee, refunds and returns)
Guarantee
All fish purchased come with a 3 day Guarantee, This ensures your confidence in buying any amount of fish though Dellyfishbetta. In some cases fish can become stressed and die from shipping . So this should give your fish enough time to settle and as long as you do the correct acclimatisation procedures. You will always be sent a 100% healthy fish. ( We will not send a fish if we are not happy with the condition prior shipping)
Payment Options and Shipping
All payments are to be made via PayPal or via Bank Transaction Debit/Credit cards though the checkout via the website.
(Strictly 16+ and above to purchase)
Once payment has been processed we will confirm a delivery date. The service we use is The Royal Mail Special Delivery Guaranteed by 1 pm next day. There will be no deliveries made on a weekend as we do not deem safe incase of a delivery problems. Deliveries will be available for Tuesday, Wednesday, Thursday and Fridays. If you are in a 35-50 Mile radius of the business other methods of delivery can also be arranged, these may occur additional costs. Please request for additional Information via Email or Live Chat. When picking the above delivery days or date of required delivery. Please request this though the ADD NOTES at the checkout, along with you best contact method.
If weekends are the only available day that a delivery can be made. You can put a request in, from this we can possibly look into a courier service but all additional cost will have to be included within your transaction. Guarantees will not be given for this service as these services are very unreliable.
Live Fish Stock Cancellation, Return & Refund Policy
At Dellyfishbetta, we take the health, safety, and welfare of our live stock very seriously. All fish go through a thorough quarantine procedure prior to being made available for sale. This limits the risk of any cross-contamination or unhealthy fish being sold.
Because packing and preparing live fish requires significant care, preparation, time, and specialized resources, the following terms apply to all orders, cancellations, and returns.
1. Order Cancellations
Because live fish are reserved specifically for you upon purchase and require dedicated care, feeding adjustments, and packaging prep, the following terms apply if you wish to cancel an order prior to dispatch or collection:
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Standard Cancellation Fee: All order cancellations requested by the customer prior to dispatch or collection are subject to a 20% restocking and administrative fee.
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Refund Amount: You will receive an 80% refund of the total item value to your original payment method.
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Dispatched Orders: Once an order has been packed, handed over to the courier/transport, or collected, orders cannot be cancelled or recalled, and no refunds will be issued for change-of-mind cancellations.
2. Returns & Live Stock Guarantees
Due to biosecurity and the delicate nature of live aquatic stock, physical returns are not accepted. Refunds or store credits are only available under the following guarantees:
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Dead on Arrival (DOA): If your purchased fish arrives dead on arrival, we require clear photo evidence of the deceased fish inside its sealed/unopened original shipping bag. This proof must be provided on the day of delivery and within 2 hours of the delivery time slot (by 1:00 PM; refer to Payment Options and Shipping).
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3-Day Health Guarantee: If a fish dies within our 3-day guarantee period, we may require photo evidence, additional information, or water test results to determine the cause of loss before a credit or refund can be issued. This must be reported within the 3-day timescale.
3. Exclusions & Customer Responsibilities
Refunds or credits will not be provided under the following circumstances:
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Incorrect delivery addresses or contact details provided at checkout.
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Failed delivery attempts where no one was present to accept the live shipment on the designated delivery day.
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Bags opened prior to taking clear photo evidence for a DOA claim.
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Claims submitted outside the required timeframe (after 2 hours for DOA or after the 3-day guarantee period).
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Failure to provide requested water test results or photo evidence for 3-day guarantee claims.
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Shipping and transport costs (these are strictly non-refundable)
4. How to Submit a Claim or Cancellation Request
To submit a Dead on Arrival (DOA) claim, a 3-day guarantee claim, or an order cancellation request, please contact us via the same channel used to place your order—whether that is in-store, via WhatsApp, through our official social media channels (e.g., Facebook/Instagram), or by replying to your order email.