Help & complaints
Something not right? Tell us.
Message us on WhatsApp — that's where we handle help and complaints fastest. You can also call, or write to us from your account.
Reach the studio
WhatsApp
The quickest way to get help or make a complaint. Send your order number, and photos or your unboxing video.
Call
During studio hours.
8830370838Write to us
Not on WhatsApp, or want it in writing? Raise a request linked to your order or visit. We reply in your account and by email.
Raise a request
When we send orders
We send your order as soon as we can after it is confirmed and paid.
- Live fish, shrimp and snails
- Everything else
Taking delivery
- Check the box before you accept it. If the parcel is crushed, torn, wet, leaking or has been opened, don't accept it. Refuse it and tell us straight away.
- Record a video while you open it. Film the sealed parcel, the label and the unboxing in one continuous video. If anything is wrong, we need that video to put it right.
- If anything arrives unwell or damaged, tell us. Send us the unboxing video on WhatsApp as soon as you can. We look at every case and put it right.
Common questions
Where is my order?
Open the order in your account: it shows whether we've confirmed it, whether it's paid, and when it was sent or is ready to collect.
Your orders →I want to change or cancel an order
You can cancel online until we confirm the order. After that, call or WhatsApp us and we'll sort it out.
Your orders →Fish or plants arrived unwell
Send us your unboxing video on WhatsApp straight away, with your order number. You can also raise a written request against the order.
Raise a request →A service visit didn't go as expected
Message us on WhatsApp, or raise a request from the service request in your account, and tell us what happened. We'll call you.
Your service requests →
How a complaint is handled
- Message us on WhatsApp with your order number, what went wrong, and photos or your unboxing video.
- We aim to reply within two days — usually much sooner — and sort it out with you in the chat or on a call.
- Prefer it in writing? Raise a request from your account instead: the conversation stays there under Help, and each reply is emailed to you.
- If it isn't sorted, tell us again — a closed request opens again when you reply.
For care questions — water, tankmates, plants — ask Vasu, our AI guide, any time. For anything about your order, talk to the studio.