Aquarium
Custom
Aquarium
Maintenance

Terms and conditions

Please find our main terms and conditions on this page, further legal policies are available on our checkout page. Please visit our Contact page to send us your questions and concerns if you cannot find the answer you are looking for.

1. Payment Policy

Guppypets.com accepts the following payment methods: 

  • Credit or Debit Card payment online
  • Cash on Delivery
  • Card on Delivery ( Coming soon )
  • Pay in installments with tabby 

All credit card details are processed securely using SSL certificates and under no circumstance any customer details will be mishandled.

Only 3D secure credit and debit cards can be processed online. If you experience rejection with older cards, you may opt to pay on delivery using our card machine. All payments should be made in AED as we do not accept other currencies. Guppypets.com holds the right to cancel or reschedule delivery in case of delayed payment or non-payment. Cards can only be processed online if they are 3D secure. If your older cards are rejected, you can pay on delivery with our card reader. Payments must be made in AED, as we do not accept any other currencies. In the event of non-payment or delayed payment, Guppypets.com may cancel or reschedule delivery.

2. Delivery and Shipping Policy 

All orders are subject to product availability and will arrive according to our delivery schedule. A representative will contact the enlisted phone number. Any death or illness of live animals after being added to an aquarium cannot be replaced or refunded. If you experience such problems, it is because of aquarium conditions or incompatible tank mates (e.g. mixing with fish or plants from other sources). Delivery teams at Guppypets.com cannot acclimate fish to new aquariums since the buyer is solely responsible for this.

Dry goods are dispatched daily and can take 1 to 5 working days to arrive.

Live fish, live plants, and frozen food require 2 to 7 working days or more due to special handling requirements. Delivery to Distant areas (Out of city and over 30 km radius) requires to be inquired by contacting our customer service before the order is placed.
The Delivery Fee For All emirates are as listed Below

Abudhabi FREE Shipping on orders above 100 AED.AED 10 Shipping fee Applicable on orders below 100 AED.

Dubai FREE Shipping on orders above 100 AED.AED 10 Shipping fee Applicable on orders below 100 AED.

Sharjah FREE Shipping on orders above 100 AED. AED 15 Shipping fee Applicable on orders below 100 AED.

Ajman AED 15 Shipping fee Applicable on orders below 100 AED

Fujairah AED 15 Shipping fee Applicable. Minimum order worth AED 150.

Ras al Khaimah AED 20 Shipping fee Applicable. Minimum order worth AED 150.

Umm Al Quwain AED 20 Shipping fee Applicable. Minimum order worth AED 150.

Al-Ain AED 20 Shipping fee Applicable. Minimum order worth AED 150

3. Return policy 

A return or refund is only possible if the following conditions are met:

Purchased within two days of the date of purchase.

A product must be unused and in the same condition as when it was received in the original packaging

Livestock and perishable goods such as food and plants are not refundable.

Purchased at full price, not a sale or discount.

Please contact your bank or the credit card company to inquire about any late settlements as it may take a few working days for credit. If a refund is still not received yet, please contact us directly at support@guppypets.com to further discuss and take necessary action.

4. Acceptable Size, Weight, and Color Variation

Guppypets.com guarantees the quality of the products. If an order is placed for live animals, plants, or natural materials, the weight or size of the product will follow the specifications and pricing set by the breeder, nursery, or exporter. Occasionally, there may be very small variations in weight, size, and color in live animals and natural products.

The live fish you purchase from Guppypets.com are sourced from world renowned sources, and will grow to their adult size, but poor water quality, temperature and improper filtration may disrupt the growth of the fish, for which Guppypets.com shall not be liable. Color patterns and markings on some species may vary naturally, so color images on all product pages show the species in their general adult form in order to simplify selection. All live stocks sold by Guppypets.com are free from hormones or artificial coloring, providing animals that exhibit colors with natural variations.

We will ensure that variation of size or weight never exceeds more or less than 10% of any item specified. Items delivered with more than 10% variance in size or weight ordered will be considered incomplete and must be reported to us on day of delivery to be dealt with by our management team with a satisfying arrangement.

5. Claims for non-delivery

If an order does not arrive by the expected delivery date, please contact us by phone or send us an email with your order number. Further information will be provided by the delivery team. It is possible to request a full refund if the delivery did not occur within the time frame as stated in our Delivery Schedule. The refund will be issued within a certain period of time.

If we are not responsible for unforeseeable, extraordinary circumstances, we are entitled to postpone the delivery without incurring any damages, and if the delivery is delayed for more than one month, both the customer and Guppypets.com are entitled to cancel the order.

6.  Delivery Charges 

Free Delivery is available within Dubai, Sharjah, and Abu Dhabi city for orders with value of 100 AED or more (excluding VAT). Only addresses within 30 km radius of the city center qualify to receive this offer, locations outside our coverage areas will require an added delivery fee which will be adjusted after notifying the customer.

Orders to other Emirates or under 100 AED (excluding VAT) will receive a standard delivery charge based on location. Check our Delivery Schedule for more details.