Terms of Sale UK

• Payment must be effected via valid credit or debit card or Postal Order.
• Payment via the web site will be processed by HSBC bank
• Your statement will show a debit by Global Live Food
• If using a credit or debit card you must be the cardholder
• The prices are correct at time of update E&OE
• Prices are inclusive of VAT (currently 17.5%) where required
• Items are sold subject to availability
• Prices are subject to change without notice
• All livefood is guaranteed fresh
• We accept no liability for species found to be incorrectly identified
• We supply livefood to the UK and EU only

Substitutes

• In the event of any item not being available we may substitute it with alternative items to the same cost or more

Standard Delivery

• Livefood is sent out Monday - Thursday.
• In order for your livefood to be sent the same day your order must reach us by 11.30 am.
• Orders received after 11.30 am on Thursdays, all day Friday and the weekend will become active on the Monday following.
• Orders are sent by first class post Monday - Thursday except by request
• We do not send out orders the day before bank holidays
• If you have not received your order within 72 hours of dispatch you should contact us immediately to qualify for a free replacement.
• You can not claim for a missing package if you leave it for over a week before reporting it missing.
• We aim to deliver your goods within 48 hours
• We reserve the right to change the postal rates to reflect the order
• We will not be held responsible for losses if you have the order delivered to your work or other place and there are problems
  e.g. Work places are often closed at weekends so ordering late in the week (wednesday afternoon on) for delivery to work may cause a Saturday delivery meaning the parcel will return to the sorting office over the weekend.

Special & Recorded Delivery

• Livefood is sent out Monday - Thursday.
• We do not send orders out on Fridays except in emergencies
• In order for your livefood to be sent the same day your order must reach us by 11.30 am.
• Orders received after 11.30 am on Thursdays, all day Friday and the weekend will become active on the Monday following.
• Orders are sent by Royal Mail Special Delivery or Recorded delivery Monday - Thursday
• You will need to be available to sign for the order
• We will not accept responsibility if you are not in when Royal Mail attempt delivery.
• We do not send out orders the day before bank holidays
• If you have not received your order by 12 noon the day after dispatch you should contact us immediately to qualify for a free replacement.
• You can not claim for a missing package if you leave it for over a week before reporting it missing.
• We aim to deliver your goods in 24 hours but rely on Royal Mail and our carriers to do this
• We reserve the right to change the postal rates to reflect the order

Cancellations

• You have the right to cancel your order within 7 days * see note
• 'Special order' items or personalised items are not cancelable

*Should you wish to cancel the order within the first 7 days you will be responsible for the postage costs in both directions

Returns Policy

• You can return any item which is damaged or dead on arrival for a full refund
• If the parcel is damaged on arrival you MUST specify it at the time of signing for the package, you can not contact us later to say the parcel was damaged unless proof can be given
• In the unlikely event of a dead on arrival you must notify us within 24 HOURS of receipt and return the dead or damaged item, we will then make the necessary refund.
• You will be responsible for the cost of the goods until we receive them back
• Any 'free' items will have to be paid for or returned if not keeping the order goods
• Any money owed will be refunded within 30 days of returns arriving back
• 'Special order' items or personalised items are not returnable