FAQ

Yes, if it’s dry items then it will be 3-5 working days as in some cases item may get out of stock and we need to procure items from our suppliers , so we take some time in our hand to fulfill your requirements. If it’s live items (Plants) then it will be 7 to 10 working days and for live fishes (Fresh water & Marine) it will be 10 to 15 working days as quarantine period to make them suitable for shipment. However, in most of the cases we fulfill your orders before the mentioned lead time. Please contact our support team over Ph / WhatsApp for more details.

For All items excluding Fishes and Small Animals we accept Credit Card / Debit Card / Net Banking. For Fishes and Small Animals we accept only following payment modes. NEFT / IMPS / Bank Draft / Cheque.

Yes. For all dry items and Live plants we deliver all over India. For Live stocks ( Fishes) , delivery is presently restricted to West Bengal only. Please contact our representative over WhatsApp/Call +91 8017615953 for further details.

Absolutely 100%. We use highly secure 128bit encrypted secure third-party internationally trusted Third-Party service to process your card. Details of your card will be never given to us, only the payment will transfer to us. It may takes up to 24hrs to clear payment to our accounts due to card frauds screening as stated on website. If order status not changed after 24hrs please get back to us.

We are based at Kolkata , India. Reg. Address (Head office) : The Aquatic Hobby, Ground Floor , Room No. G004, 308 Dum Dum Park,Kolkata-700055,West Bengal, India Our agents are located at Kerala , Delhi , Pune to cover South , North and West India states for live stock delivery.

No, everything what we sell online can be sent to you by post / courier / train / flight / Local transport. You can visit our gallery to look , understand , experience of the products , aquascaping.

We reply to any emails within 3 working days, first check in Spam Folder of your mail box. However its most possible that you have given the mistakenly wrong email address. Or you sent email to no-reply email address, which will be deleted. Or you sent one or two word message, without any explanation what you need actually. So double check what you typed before sending us any message. For example: Wrong email Id: @yahoo.com is different from @yahoo.co.in (some have email in .co.in but they by mistake type .com) One word message: tools kits (what does that mean, we cant understand what you need.) You can also contact us on our WhatsApp and describe your issue / requirement for faster response.

No. Presently we are delivering with in India only.

Please contact our support team. Our trained and professional executives will always happy to assist you. Or you can always just drop an email using our Contact Us form.

Yes. You can trust us completely. We keep complete transparency to our customers and committed for 100% customer satisfaction. We always suggest to talk to our support team before placing order and making payment.

We accept several payment options - Electronic Funds Transfer (NEFT), IMPS, Debit Card (Visa/Mastercard), Credit Card , PhonePe , Google Pay , Paytm

No

Shipping and Delivery policy: We generally ship All orders within 3-36 hours of order placement. Kindly Wait for 36 Hours & do not Contact us to know about your order shipping status. You can expect your order to be delivered to you with in 2-7 working days in major cities and 4 to 15 days for other locations. You can track your order online after we ship it. Your orders will be treated as confirmed once payment done and reflect to us. Shipping lead time will be started only after payment confirmation. Under 500g & Small Parcel, May be ship via Air Mode & it will take 2-7 Days to reach you.500g+ & Heavy Weight & Dimensional parcel will be shipped via Surface Mode ONLY & it will take 4-15 Days to reach you. If you have any kind of parcel/order delay issue or you want your parcel early please contact that courier partner from whom we have shipped your order. The Aquatic Hobby® is not a courier company, so, we don't have any control on courier issues. Due to COVID-19 Situations all over INDIA, Delivery Time maybe 2-25 Days. It completely depends on the courier partners’ roots. Do not rush/bother us to force shipping on Festival Days & Government Holidays. Its Completely depends on our Courier Partners. We can't do anything about it. In the unlikely event, we are unable to deliver any items in your order, be assured that the full amount charged for the item will be refunded. We are committed to delivering your order accurately, in good condition, and always on time. We currently deliver PAN India. We generally ship Dry items within 2 working days and Live items within 5 working days of order Confirmation. However, in some cases, we may take longer, up to 5 working days, to ship the order as we may have to procure it from our suppliers or due to prolonged public holidays. If it is live items (Plants) then it will be 7 to 10 working days and for live fishes (Fresh water & Marine) it will be 10 to 15 working days as quarantine period to make them suitable for shipment. In the unlikely event that we are not able to ship your order completely within 7 working days of the order, we shall cancel the remaining unshipped part of the order, and send you an email informing you about the same. In such cases, your payment against the unshipped part of the order shall be refunded into the same account (online banking, credit card, debit card) that was used to make the purchase. To ensure that your order reaches you in the fastest time and in good condition, we only ship through reputed courier agencies. While we shall endeavor to ship all items in your order together, this may not always be possible due to product characteristics, or availability. If you believe that the product is not in good condition, or if the packaging is tampered with or damaged , please take a video of the order ( the issue should be clearly visible) and refuse to take delivery of the package and contact us directly to inform with order video & tell us your order reference number. We shall make our best efforts to ensure that a replacement delivery is made to you at the earliest. Please note all items will be shipped with a declaration (which may be deemed as an invoice) mentioning the price, as per Indian Tax Regulations. Once the product is shipped from our warehouse, the order cannot be canceled. Keeping in view Indian Regulations, All LIQUID & HEAVY WEIGHT items will be shipped by surface only, which shall result in delayed arrival of products. Our request is that if you are in hurry to buy treatment products or such emergency products, consult our support team before making the purchase. Once you placed the order on the portal "The Aquatic Hobby" , it is considered that you have read, understood and acknowledged the "Shipping & Delivery policy" and "Return-Refund-Cancellation policy".

Return-Refund-Cancellation policy: The unboxing video is mandatory. Without the Unboxing video, we can not help you with return/refunds (! Most Important! ). If you received a Damaged / Defective Product(s) & you want to Return it / Replacement of it / Refund it, Please provide us the Unboxing Video 1st. We can ask for more short videos or photos too ( If needed ) to provide the best experience & trustworthy service to our customers. Please keep all Received materials from the parcel / Box till you didn't receive any resolution. Important Returning Scenario – If you did not pack it well as we did & we received that product in damaged condition, We can't help you. For transparency between us, we always make an unboxing video of each return received the parcel. Cancellation Policy An easy cancellation process is available for all our esteemed customers. You can cancel your order ONLY before the product has been shipped. Your entire order amount will be refunded. Read Refund Policy For more details. You can cancel an order by contacting us on WhatsApp support. Please note that the complete order needs to be cancelled. We do not accept Partial order cancellation requests. If your order has been shipped & you want to cancel it due to ANY circumstances/scenario then you have to bear the shipping cost + Transaction charges of 4% + Convenience fees of 15% of the order value. Here is an example: You place an order of ₹ 1,000 One way Courier charges we paid – ₹ 100* RTO (return to origin) charges – ₹ 105* Transaction charges of 4% – ₹ 40* Convenience fees of 15% – ₹ 150* 1000-100-105-40-150=605 ₹ 605* – Final Refundable amount How can place a cancellation request? Cancellation requests can be raised only before the time we dispatch your order. Once your product has been dispatched, you can’t make a request for cancellation. If you wish to cancel your order, you can simply contact us on WhatsApp with your order id OR email address, and ask us for cancellation. ONLY Valid cancellation reasons are acceptable. Once we receive a cancellation request, we will refund you as per our Refund Policy. Kindly read it carefully. How can I Cancel My order After Shipped? You can not cancel your order after shipping. But If you have any valid reason to cancel the order we can help you. But for this kind of cancellation you ( Buyer) have to bear the return charges (RTO). Once the order is returned to us the courier company Billed us the return charges & that charges will deduct from your order value before initiating the refund. My order was cancelled by theaquatichobby.com Why? We deeply regret the inconvenience caused due the cancellation of the order. The following reasons may be after the cancellation of your product: The product was not available with us or nearest expiry (if any product has). There was an inaccuracy in pricing. Incomplete Phone Number or an address provided by you. Payment is not received. You Tried Lots of times to place the same order. We will inform you about the cancellation of the order via e-mail or SMS if your order has been cancelled. Our team will contact you for additional information if the order is cancelled due to inaccurate or less information from your side. After cancelling an order, I have made up my mind to retain the product. What to do now? You can contact us on WhatsApp support to cancel your request for cancellation. If the replacement has been dispatched, you can reject the replaced item when the delivery boy attempts to deliver the item to your doorstep. Return Policy Returns and Replacements are done free of cost if ONLY wrong products or damaged products are received by the customer. Return Intimation: You can contact us via WhatsApp within 2 days from date of delivery. The details of the return (Order number or E-mail address, courier docket No or AWB No, and a valid Reason for Return) should be clearly mentioned. Request for product return shall be accepted only if the product is damaged or when a wrong product has been shipped. In such a case, the buyer can either wait for re-shipment or re-placement of the product or request for payment refund which would be initiated within 7 working days. How can place a replacement request ? You can apply for replacement within 2 days of the delivery. For raising a replacement request due to any reason, you just need to contact us on WhatsApp support along with the details of your product. Once the replacement request is made, we will initiate the process and ensure that replacement is made at the earliest. Please ensure that the product is unused, no damaged, with the original packaging and has receipt or invoice with it. *Please note that replacement will be made only after thoroughly investigating the reason for which you want to replace the product. Our team may ask more information/photograph/video for investigation purpose. We request your cooperation for same. If I get a wrong product, can I get it replaced ? We strive to ensure 100 % customer satisfaction by providing them exactly what they need. However, if you receive a wrong product; you can certainly raise a request for replacement. If I am not satisfied with the quality of the product. Can I get it replaced ? This can’t be generalized. Since theaquatichobby.com is dealing mainly with aquatic pet food and accessories, it is expected from you that you are placing your order after carrying out thorough research. Still, if you raise a request for return or replacement if you are not satisfied with the quality of product , our quality team will cross-check with the thorough quality inspection methods. If our team finds that your request is genuine and replacement can be made, it will be processed at the earliest. I have requested a replacement, when will I receive it ? Once you have raised a replacement request, our team will investigate to check whether the product is eligible for replacement or not. Once confirmed, replacement process will be initiated soon. We will notify you regarding the same via E-mail or SMS. The next expected delivery date will be mentioned in the Email/SMS. Keeping in mind the value of your precious time, we try to replace the product in the minimum time period possible. Refund Policy * Especially for COVID-19 situations. If your area is in Lockdown & in whatever condition we fail to ship your order, you will get a full refund or 4% less ( transaction charges ) from the total order value – via Original payment of mode. Request for Refund shall be accepted only if the product is damaged / Defective / Received wrong product has been shipped. We will initiate your refund within 7 business days of receiving the refund request and authorization of the refund. In Case of Refund, we will Deduct 4% transaction charges from your total Order Value & Rest Amount will refund to you. If the problem is from Our ( The Aquatic Hobby ) side the 4% transaction charges will not be deducted and you will get the Full Amount. If you are refunded multiple times, we have the right to take/stop such payments. For Example, you received a refund via original payment of mode and also in your wallet. We will debit your wallet amount. If you used the wallet amount your order will not be shipped. If your order was shipped using a wallet amount, we will ask you to pay the difference. In any kind of worst case, we will adjust such an amount from you. Your refund is estimated to be credited in the account, used for order payment, between 4-8 days after initiating the refund. Please note that the actual account credit timing depends on multiple external agencies such as banks, and payment gateways. Once you placed the order on the portal "The Aquatic Hobby" , it is considered that you have read, understood and acknowledged the "Shipping & Delivery policy" and "Return-Refund-Cancellation policy".