Help & Information

Do I get free delivery over £50 on a livestock order?
Unfortunately we can't offer free delivery on livestock orders as they are shipped separately. The £34.95 charge applies to all orders that have a total livestock amount of £200 or under. If spending more than £200 on livestock products, shipping will be FREE OF CHARGE for that portion of your order. You will still receive your dry goods for free over £50 but the £34.95 will be additional if livestock is added to the order.

Collection Information
We are happy for customers to collect livestock from our Hertfordshire distribution centre but this will need to be arranged in advance. The majority of our stock is held in a separate location so we will need to arrange for the order to be delivered to our store before collection. Please contact us on 0203 697 3750 if you would like to collect in store.  

Here are our recommendations on how to settle your new animals in safely:

• Remove shipping bags and place animal along with the shipping water into a clean bucket. 
• Use the airline to siphon water from your tank into the bucket at a rate of 1 drip per second until the pH and salinity match.  This will take no longer than 45 minutes.

Tips for Corals after acclimation - 

It is good practice to check for pests and to give your coral a dip to ensure no hitchhikers are present.  

When placing your new coral in your aquarium it is important to never induce shock by placing it directly under strong light. Instead, start it off in a shadier position and slowly move it to its final position after a few weeks.  

If your new coral isn’t opening alter the amount of flow or light and see if it responds better. Euphyllia (Hammers, Torches & Frogspawns) can suffer from acclimation problems if they are not placed in moderate flow initially to encourage them to open.  Make sure your coral is placed in strong indirect flow.

Tips for Anemones - 

Ensure all circulation pumps and intakes are anemone safe and have guards in place.  

Anemones often initially look deflated and need good flow to recover. The best way of doing this is to gently anchor the foot of the anemone between 2 heavier rocks (it is important not to damage the foot) and ensure it is in good but indirect flow.  After 30 minutes you will notice it re-inflate and attach itself. It is important once the anemone has stuck itself to a rock that you do not disturb it. 

After 1 week you can feed your anemone with small pieces of mussels or prawns placed into the centre of its mouth. If it is not eaten after an hour, remove it.

Claims

Your new purchase is covered by our live arrival guarantee.  

If, in the unfortunate event your purchase is found to be dead on arrival (DOA) please complete the following steps:-

Please report the claim via e-mail to us no later than 2 hours after signing for the package (e-mail to [email protected]erhouse-aquatics.com).  Please include your order number, details of your claim and clear photographic evidence in the unopened bag from a variety of angles of the DOA animal.  

Our guarantee is only valid if you sign for the delivery on the couriers first attempt, it covers live arrival within the 2 hour limit that the package was signed for.  

Any coral skeletons, shells and bodies will need to be kept and we reserve the right to ask for these to be returned to us before replacement/refund. 
For certain species, we reserve the right to refund your purchase as we may not be able to source a replacement at the time. 

Failure to complete ALL of the above steps will void any claim.