Shipping Policy – Gills & Thrills

1. Shipping Coverage

We deliver throughout South Africa. If you’re located in a remote area, we may need to make special arrangements or use an alternative courier service. Please contact us if you’re unsure whether we ship to your area.

2. Shipping Options

Dry Goods (e.g., food, equipment)

• Standard Courier: 2–5 business days
• Free shipping for orders over R2000

Live Animals (e.g., fish, shrimp, snails)

• Express Courier or Overnight Delivery only to ensure animal welfare
• Shipping days: Monday to Wednesday only
• No deliveries on weekends or public holidays

3. Order Processing

• Orders are processed within 1–2 business days.
• Live animals are only dispatched if weather conditions and courier availability are suitable.
• You will receive a tracking number via email or WhatsApp once your order is dispatched.

4. Returns & Exchanges

This returns policy applies to dry goods and equipment only. Live animals (fish, shrimp, snails, and all other livestock) are not eligible for return or exchange under any circumstances. If livestock arrives dead or unhealthy, see our Live Arrival Guarantee (DOA Policy) below instead.

Eligible Products

• Countries covered: South Africa.
• Returns and exchanges are accepted for both defective and non-defective dry goods and equipment.
• Products must be new/unused and returned within 30 days of delivery.

How to Return

• Returns are handled in-store — contact us to arrange your return or exchange.
• There is no restocking fee.
• Approved refunds are processed within 7 days.

5. Live Arrival Guarantee (DOA Policy)

We take the greatest care when shipping live animals. However, we understand that sometimes things can go wrong in transit.

DOA Terms (Dead on Arrival)

Our DOA policy applies only to livestock shipped via our recommended express/overnight courier options.

If a fish or other aquatic animal arrives dead:

• Notify us within 2 hours of delivery.
• Provide clear photos of the unopened bag and the deceased animal(s).
• Send your claim via WhatsApp or email with your order number.

If the claim is valid:

• We will issue a credit, refund, or reshipment (depending on availability and your preference).
• Shipping fees are not refundable, unless the entire shipment was lost or dead.

DOA Exclusions

We cannot offer DOA protection if:

• Someone wasn’t available to receive the package on first delivery attempt.
• Incorrect or incomplete delivery address was provided.
• You selected a shipping method not suitable for livestock.
• Delivery was delayed due to circumstances outside our control (e.g., extreme weather, courier strikes).
• You fail to notify us within the 2-hour window.

6. Additional Notes

• Acclimation: Please acclimate all animals slowly and properly to their new environment.
• Quarantine Recommended: We advise quarantining new arrivals before adding them to your main tank.
• Live Plant Shipping: Plants are shipped in damp packaging and are not covered under the DOA policy, but we’ll gladly assist if there are quality issues.

7. Contact

For any queries, contact us at:

• Email: info@gillsandthrills.co.za
• WhatsApp: 0639005838
• Website: gillsandthrills.co.za