FAQs

The payment methods currently available will be displayed during checkout.

Payments are processed securely through Shopify and the available payment providers.

No. You can normally complete an order as a guest.

Creating an account may make it easier to view previous orders and manage your details.

Contact us through our online Contact Us form as soon as possible.

We will try to cancel or amend the order, but we cannot guarantee that changes can be made once it has entered the dispatch process.

If the order has already been dispatched, it may need to be returned under our Refund and Returns Policy.

Use our online Contact Us form for questions about orders, delivery, returns, faulty products, compatibility or general product advice.

Please include your order number and relevant product details where applicable.

Yes. Standard UK delivery is free on orders placed through our website.

Optional expedited, premium or specialist delivery services may incur an additional charge. Any charge will be shown before you complete your order.

We currently deliver within the United Kingdom, excluding the Channel Islands.

Some large, heavy or specialist products may have additional delivery restrictions. Any relevant information will be shown on the product page or during checkout.

Orders are processed Monday to Friday, excluding bank holidays.

Orders placed on a working day are generally dispatched the same day. Depending on the time your order is received, stock availability and carrier collections, please allow up to two working days for dispatch.

Orders placed during weekends or bank holidays will be processed from the next working day.

The estimated delivery time will be shown at checkout or in your dispatch confirmation.

Delivery times begin once your order has been dispatched. Estimates are not guaranteed unless a guaranteed delivery service is specifically stated.

Where tracking is available, we will normally send tracking information after your order has been dispatched.

Tracking may take a little time to become active after the parcel has been collected by the delivery company.

First, check the tracking information, any nominated safe place, other members of your household and nearby neighbours where appropriate.

If the parcel still cannot be located, contact us through our online Contact Us form and include your order number and tracking details.

Yes. CDL Aquatics offers a 30-day change-of-mind returns period, subject to the conditions in our Refund and Returns Policy.

Contact us through our online Contact Us form before returning anything. You will normally be responsible for the cost of returning an unwanted item.

Opened consumables, fish food, aquarium treatments and certain other products may not qualify for a change-of-mind return.

Contact us through our online Contact Us form as soon as reasonably possible.

Please include your order number, a description of the issue and photographs of the item, packaging and delivery label where relevant.

Please keep the item and packaging until we have provided instructions.

Contact us through our online Contact Us form and provide your order number, details of the fault and photographs or video where useful.

Depending on the circumstances, the available remedy may include a repair, replacement, refund or price reduction.

Please do not return the item until we have provided instructions.

Once an authorised return has been received and checked, we will process any refund due.

Refunds are normally issued to the original payment method. Your bank or payment provider may then take additional time to show the refund in your account.

Yes. Products sold by CDL Aquatics under recognised manufacturer brands are genuine branded products sourced through our suppliers.

Packaging may occasionally differ from the photograph where a manufacturer has updated its label or design.

Check the product description carefully, including the manufacturer, exact equipment model, part number, size and compatibility information.

Similar-looking aquarium parts are not always interchangeable.

Where you are unsure, contact us before ordering and provide the equipment make, exact model number and any relevant photographs or part numbers.

Yes. Contact us through our online Contact Us form with details of what you need help with.

For replacement parts, include the manufacturer and exact model of your equipment.

For aquarium treatments or water-care products, include relevant details such as aquarium size, livestock and the issue you are trying to address.

We aim to show products accurately, but packaging, labels and minor cosmetic details may change when manufacturers update their products.

Please check the product title, description, size and selected variant carefully before ordering.

Always follow the instructions and dosage information supplied by the manufacturer.

Before use, check the volume of your aquarium, whether the treatment is suitable for your livestock, any warnings concerning plants or invertebrates and whether another treatment is already being used.

Our website guides provide general fishkeeping information and do not replace the instructions supplied with the product or appropriate specialist advice.