FAQ

Buying Information
Secure Payments
Delivery Schedule
Order Tracking
Privacy Policy
Returns Policy
Complaints
Stock Availability
Accuracy of Information
Pricing

Buying Information

When you find a product you would like to purchase click the Buy or Add to Basket
button. You will then be taken to your Shopping Basket showing the quantity ordered and the cost you have to pay including any shipping charge.

You can at this stage delete an item, change the quantity, or continue shopping and add more items or you can proceed to the checkout. Enter your full address details and telephone number on our form so that your postman or our courier can find you.

Then select your payment method. Cheque, Credit Card. If you decide to pay by credit or debit card you can process your transaction by using Nochex or PayPal.

Please allow 5 - 7 working days for Cheque payments to clear. As soon as you payment clears we will dispatch your order by Royal Mail or Courier.

You will receive an Order Confirmation by email for the items you wish to purchase and confirmation of your payment from Nochex or PayPal if you pay via debit or credit card. All small items are sent by Royal Mail, larger items are sent  by next day courier.

Secure Payments

Both Nochex and PayPal will process your payment on their secure servers.
The process is completely independent of our online shop. They will only tell us if
your payment is successful, NO other details are disclosed to us. If the payment fails for some reason we will send you an email giving you various options to pay. We can only dispatch orders we have received payment for.

Delivery Schedule
We will normally despatch your order within 2 working days
We will email you when we despatch your order as it will be delivered the following day. Please try to be in as subsequent deliveries are charged to us
Orders below 1 Kilo will be sent out by First Class Post.

Order Tracking

When you receive your email order confirmation you will see at the bottom of the page the text Order Tracking: You can track the progress of your order by clicking the link using your login and password details to enter the customer side of our back office. This  will enable you to see the date when your ordered was dispatched and how it was sent i.e. by Royal Mail or Courier.

We hope this information will help our customers use the website and if you think of something which is missing from our buying information page, please email us to let us know!

Privacy Policy

FishFoodFrenzy does not disclose buyers information to third parties except for the following reasons

Taking and fulfilling customers orders.
Administrating and enhancing the site and service.
Third parties for goods delivery purposes.

Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

Incorrect Delivery Address
To enable us to complete our contract with you, and successfully deliver the goods to the address you supplied on the order (or any subsequent change to the delivery address which we have agreed) you must supply us with a full, complete, and correct delivery address.

If the address supplied subsequently turns out to be not full, complete and correct (including the Post Code) you will be responsible for any additional charges levied upon us by the carriers as a result.

If the goods are sent by Royal Mail Post and are lost or not delivered as a result of the supplied address not being full, complete and correct, then you are fully responsible for the delivery failure, and we will not refund the value of the goods or any original carriage charges, nor send replacements. You alone will be responsible for any search for the missing package.

However, in the event of any error in the addressing on our part, then of course, you would not be held responsible in any way, and we would sort out the problem at no cost to you.

Returns Policy
Our Returns Policy is inline with "The Consumer Protection (Distance Selling) Regulations 2000" which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm.

1.In the event that broken goods are received, notification should be emailed to returns@fishfoodfrenzy.co.uk  within 24 hours of receiving the goods, failure to check your goods quickly could result in you being responsible for the cost of returning the goods. If we are informed quickly the faulty goods can be picked up at the expense of The Carriers and be replaced with new goods at the same time. This does not affect the consumers statutory rights.

2. In the event that the consumer decides that the goods ordered are not what he or she wants, an email must be sent to returns@fishfoodfrenzy.co.uk within 3 days of receipt, that the goods are being returned in unused and "New" condition. You will then be issued with a returns number. We cannot accept returns without this number. You will also then be notified of the returns address. On receipt of the goods ( In unused and "New" condition), FishFoodFrenzy undertakes to refund the purchase price less the delivery cost. It is the customers responsibility to pay for the return of the goods.

3. All goods on the Web Site are guaranteed for a minimum of one year from the date of delivery ( With the exception of perishables e.g.. fish food). Where this period is longer the guarantee is stated on the website. In the event of goods becoming faulty within the specified guarantee period, notification should be sent to returns@fishfoodfrenzy.co.uk that the consumer is returning the goods and should state the reason for their return and quoting our order number. The customer is responsible for the cost of returning the goods. FishFoodFrenzy undertakes to repair or replace these goods ( 99.99 % of goods returned under guarantee are replaced with new goods ) and redeliver them free of charge. This does not affect the consumers statutory rights.

Returns should be made by the cheapest method available, and proof of posting obtained. Do not send items back by Special Delivery as we will not be responsible for refunding this additional cost to you.
In certain cases where the item is of an unusual size or weight, we may arrange a direct exchange, where our carriers will swap over the goods for you. Please contact us for details

Complaints
If you ever have any cause for complaint, then please contact us straight away using any of the following methods

Email   returns@fishfoodfrenzy.co.uk
Write   Fish Food Frenzy
            PO Box 21652
            Falkirk
            FK2 7WW

Phone  0778 6418692 Monday - Friday 09.00 to 17.00
Fax      01324 410365  (24 hours)

We will acknowledge your complaint within 2 working days, and will try to resolve the problem immediately or in any case within 5 working days. You will always be kept informed of the progress of your complaint

Stock Availability
Our ordering system is designed to indicate items which are out of stock at the time of ordering, however, due to stock control limitations, FishFoodFrenzy are unable to guarantee the absolute accuracy of such information. In the event that items are not available once order processing commences, you will have the opportunity to either cancel your order, amend your order or carry on waiting. If you choose to split the order we reserve the right to treat the order as two separate orders and charge carriage on either or both if applicable at our discretion

Accuracy of Information
FishFoodFrenzy makes every effort to ensure that all information on this site, and stock availability as shown during the ordering process, is up to date, current and correct However, FishFoodFrenzy does not warrant, represent or guarantee that this information is up to date, current and correct, except for displayed prices (obvious computer programming errors excepted). We will not be liable to you/or any third party for any consequential or incidental damages (including, but not limited to, loss of revenue, loss of profits, wasted expenditure, loss of privacy and loss of data) whatsoever that arise out of or are related to the use of this web site and/or any information contained therein.

Pricing
Prices shown are inclusive of VAT at Standard Rate where applicable. FishFoodFrenzy guarantees that the prices shown at the time of ordering are always the current prices, and are the prices you will pay, even if an item is out of stock and has to be back-ordered for you.