We’re here to help you track your order, understand delivery options, and resolve any issues quickly. This guide covers everything you need to know about tracking, delivery times, and what to do if something goes wrong.
1. How to Track Your Order
You can track your order in two ways:
Email Notification:
When your order is shipped, you’ll receive an email from the courier with your tracking details.
Log in to Your Account:
Go to My Orders.
Select your order and click Order Shipments to find your tracking number and courier details.
Quick Links:
Courier Tracking:
We mainly use Amazon Shipping and Royal Mail.
Your consignment number is found in your dispatch email or account when you log in to AllPondSolutions or AllPetSolutions.
2. UK Delivery Options & Costs (Standard Products)
| Order Value | Royal Mail 2nd Class (2–3 Days) | Royal Mail 48 (2–3 Days) | Royal Mail Tracked (2–3 Days) | Royal Mail Tracked (1–2 Days) | Courier Next Day | Next Day by 12 pm | Saturday Delivery | Sunday Delivery |
|---|---|---|---|---|---|---|---|---|
| £9.99 & Under | FREE | – | – | £4.00 | £6.00 | £12.00 | £12.00 | £12.00 |
| £10.00 – £19.99 | FREE | – | – | £4.00 | £6.00 | £12.00 | £12.00 | £12.00 |
| £20.00 – £49.99 | FREE | – | FREE | £4.00 | £6.00 | £12.00 | £12.00 | £12.00 |
| £50.00 & Over | FREE | – | FREE | £4.00 | FREE | £12.00 | £12.00 | £12.00 |
Delivery Window: 08:00–18:00, Monday–Friday.
Place orders by 3 pm for same-day dispatch.
Weekend Deliveries: Must be ordered by 1 pm Friday.
Express 24-hour delivery applies to business days only unless upgraded with a surcharge.
3. Changing Delivery Details
We cannot change delivery addresses:
For PayPal orders (due to PayPal regulations)
Or after the order has been dispatched
If an order is returned to us because delivery could not be completed, you may need to cover redelivery costs.
4. Missing, Damaged, or Incomplete Orders
If Your Order Hasn’t Arrived:
Check Your Order Status in your account.
Track Your Parcel using your tracking number:
If your order is still missing after the estimated delivery date (found in your confirmation email), contact our Customer Service team with:
Name, Order Number, Delivery Postcode, Delivery Date, and Tracking Info.
If Your Order Arrives Damaged or Incomplete:
Raise a Customer Service ticket within 30 days of receipt and provide:
Photos of the damaged or missing items
Images of the box, delivery label, and delivery note
Your order details and delivery info
We’ll review the evidence and arrange:
Replacement,
Troubleshooting, or
Return for testing and refund.
Tip: Don’t return damaged items without contacting us first — we’ll guide you so you avoid unnecessary costs.
5. Order Has Not Been Delivered / Shows as Delivered
If your tracking shows that your parcel has been delivered but you haven’t received it, follow these steps:
Contact the Carrier
Reach out to the delivery carrier to ask for more information on the parcel’s location.
Have your tracking number or delivery confirmation number ready.
Check the “Our Carriers” page for contact information for your specific carrier.
Check with Others at Your Address
Ensure that no one else at your address has accepted the parcel.
Look Around the Delivery Location
Check if the parcel was left with a neighbour or in a safe place, such as a porch, garden, or garage.
If it was with a neighbour, consider checking with them directly.
Check for an Attempted Delivery Notice
Sometimes, carriers leave a notice if delivery was attempted.
Look for a card or message in your letterbox or on your door.
Follow the instructions on the notice to request a re-delivery or arrange for collection.
Contact the Carrier Again
If you still can’t find your parcel, reach out to the carrier for further assistance.
Keep in mind that some carriers may deliver as late as 10 pm.
How to Find Your Tracking Information:
Log in to your account.
Go to My Orders.
Select the order you’d like to track.
Once the order is open, click Order Shipments.
You will see your tracking number and the courier used next to “Track This Shipment.
6. Other Delivery Information
We do not ship internationally.
We don’t have a physical store – all items are delivered directly (free to UK mainland).
Standard 2nd Class Free Post deliveries can take 3–6 working days.
Orders from eBay or Amazon: Allow 24 hours post-dispatch before tracking.
7. Large Pallet Aquarium Deliveries (UK Mainland)
Delivery Services & Costs:
| Service | Cost |
|---|---|
| Pallet Service (3–5 Days) | FREE |
| Pallet Service (Next Day) | £40.00 |
| Extended Areas – Zone 1 (2–3 Days) | £70.00 |
| Extended Areas – Zone 2 (3–5 Days) | £100.00 |
Important Details:
Curbside Delivery Only – you’ll need two or more people to off-load. Couriers cannot bring aquariums inside for insurance reasons.
Orders must be placed by 1 pm for same-day dispatch (Next Day).
Delivery window: 08:00–19:00, Monday–Friday.
Damage & Inspection:
Inspect the aquarium carefully before signing.
Silicone seams may appear like cracks – confirm before refusing.
If damaged:
Take photos before the courier leaves.
You may reject delivery and we’ll arrange a replacement.
Additional Notes:
If a delivery date isn’t arranged and the item is returned, delivery and return costs may be deducted from your refund.
Delivery prices include VAT.
Certain postcodes fall into Extended Zones (1 & 2) – confirm charges before ordering.
Need Help?
For tracking, delivery questions, or to raise a support ticket, contact our Customer Service team.
We aim to reply within 24 hours.