Shipping

We ship all parcels with DHL. As soon as we hand over the parcel to DHL we send you an email with the tracking number and a link to the DHL tracking service. Thus you are always able to see where exactly your parcel is - until it's delivered to your door.

• How long will I have to wait for my parcel?
• How much is the shipment?
• I'd like to pick up my order at your place, is that possible?
• Will you ship to a delivery locker or a forwarding agent?s shop where I can pick up my parcel?
• Will my parcel be delivered even though it's a Saturday?
• How do you send vouchers?
• What about parcel tracking?
• Outside temperatures are below freezing. Will my water plants still arrive safely?

Shipping times

We have set ourselves the high standard of sending orders on the same day we receive them. Given that we receive your order during office hours and before 12:30 p.m. and that it is paid for via PayPal, instant payment service (sofort.de) or credit card we guarantee same-day shipment for goods we have in stock. Orders paid for via bank transfer can only be shipped when we have the money in our account. Depending on your bank, this can take a few banking business days. Orders we receive after 2 p.m. are shipped the next working day.

As soon as the parcel is on its way to you, you can use the tracking service in your e-mail to find out your parcel's whereabouts.

Here you can see an overview for the parcel's delivery time and whether we are allowed to send live aquatic plants to your country:

• Find out more about payment methods
• Find out more about parcel tracking

Shipping fees

You will only have to pay for actual parcel shipment. Virtual articles like e.g. vouchers sent by email and products you pick up at our place are of course free of charge.

You can see the shipment costs for every article directly on its web page, in the shopping cart and during the ordering process. Please note that shipment to some countries may be higher depending on the total weight of the parcel if you purchase more than one article.

We offer a shipment flat rate for the following countries. This means you can purchase as much as you want and only pay for shipment once per order. If your order surpasses a certain value, shipment is free. Please note that we send Hardscape always via DHL.

In the following countries we have to charge for shipment depending on the overall weight of your order when choosing DHL Express as shipping method.

Please keep in mind that there is a maximum weight per parcel. If the total weight of your order surpasses this maximum weight we need to divide your purchases into several parcels and charge you separately for the shipment of each parcel. In general, the maximum weight is 30 kg, however, it may be lower for shipments to some countries.

If you wish delivery on a Saturday, we'll have to add a surcharge of 12,00 Euro per package.

• Learn more about picking up orders yourself
• Go to my shopping cart

Delivery

Nothing is more annoying than missing the postman. We'd like to give you some hints and tips about how to best get your parcels.

Please keep in mind that these tips are only valid for shipments inside Germany.

Office

It is possible to choose your office address as delivery address. DHL delivers parcels during normal working hours, so this can be a good possibility to receive your shipment earlier. However, please ask your boss beforehand whether this is permissible. Some companies do not allow the receipt of private parcels. You also need to keep in mind that parcels addressed to the company may be opened by your colleagues. It is highly recommendable to advert your colleagues that you are expecting a delivery so they know what to do. And please note that on Saturdays, no parcels are delivered to company addresses.

Pickup stations and post offices

If you want us to send your parcel to a DHL delivery locker or a DHL shop inside Germany we will be happy to do so. You can enter the delivery locker or DHL shop address during the first step of the checkout process. For doing so, please select "Enter new delivery address" and afterwards "I want my parcel shipped to a delivery locker" or "I want my parcel shipped to a DHL shop". Please notice that we do need your DHL postnumber for this shipping option.

Neighbour

Did you know that not only your housemates but also some of your neighbours are allowed to sign for your parcels? DHL offers a service called "Favourite neighbour". If you want to make use of this service, you need to register with paket.de once, tell them who your favourite neighbour is, and DHL will take care of the rest. For further information, please follow the links.

Special places

You are the proud owner of a garden? Great, because this way DHL can also place your parcels there for you if you happen to be out of the house when the postman rings. To make use of this service, you'll also have to register with paket.de once and can then tell DHL where to put your parcel. This place needs to be protected from the weather and it needs to be made sure that bypassers don't accidentally see the parcel.

Saturday delivery

Inside Germany, our parcels are also delivered on Saturdays, however, deliveries to company addresses and deliveries on holidays are excluded.

• Find delivery lockers/DHL shops in my neighbourhood
• Read more about receiving parcels on paket.de
• Read more about delivery lockers on dhl.de

Delivery by forwarding agency

If you order an item that will be delivered by a forwarding agent, there are a few things to consider.

After you have completed your order, it will be forwarded to our shipping department or optionally to the manufacturer. While your order is being packed, a forwarding agency is being commissioned with it in the meantime. The freight forwarder will contact you by phone to schedule an individual delivery date. For this reason, it is necessary that you provide your current telephone number when placing your order. Your items will then be delivered to you at the agreed time.

Please note that freight forwarders usually only deliver to the kerbside. This means that your order will not be carried to your front door, or even into your home, but will be placed on the pavement. The remaining transport is in your hands.

Please also make sure that you check the order for signs of damage in the presence of the shipping company. In order to be able to directly detect transport damage, it is important that you take a thorough look at your order and have the damage, if any, confirmed by the shipping agent. Please also remember to pass this information on to the person receiving your order in your name.

Bulky goods delivery

If you intend to order large LED systems or similar products from us, it is possible that these will be marked as bulky goods.

Bulky goods means that the shipment cannot be processed automatically by the shipping service provider, but requires manual processing. Unfortunately, this results in longer processing times. For this reason, we separate bulky goods from the rest of your order in our system. This means that two parcels will reach you, but you won't have to wait too long for the rest of your order. Particularly if you have ordered aquatic plants, it is important that they arrive as quickly as possible.

Please note that bulky items may vary from the 1-3 day delivery time due to manual processing in the shipping centre. You can still see where your parcel is at the moment in your shipment tracking.

Package tracking

All the parcels we ship have a so-called tracking number, which enables you to follow the transport and the whereabouts of each shipment we send to you. When we hand over your parcel(s) to DHL we send you an email containing one or several tracking numbers as well as a link to the DHL page where you can see the current state of your delivery. Moreover, you can always view the tracking numbers of your orders in your "My Aquasabi".

• Read more about tracking parcels on dhl.de
• Go to My Aquasabi

Self pickup

Of course you can also pick up your order personally. To do so, please place an order over the webshop and select "Click & Collect" as your shipping method. As soon as your order is ready for pick-up, you will receive a confirmation by email. Please note that unfortunately it won't be possible to pick up your order before then.

We ask for your understanding that no items can be added or changed on location. If you wish to make changes, please contact us in advance so we can prepare everything for you.

We'll keep your order ready for you for a total of 3 days (Tue - Fri) and would cancel it automatically after that period. If you need a later pick-up, please contact us, especially if you have ordered aquatic plants. Pick-up is not available on mondays.

This is how you find us:

We are looking forward to your visit!

E-Mail delivery

Our vouchers are virtual articles, and we send them to you via e-mail as soon as we have payment for them. This e-mail has an attachment containing your voucher as pdf file. You can either print it or pass it on to the receiver.

Your spam filter attacked and you didn't receive the e-mail? You can download your voucher in your "My Aquasabi" anytime.

E-mail delivery of vouchers is free of charge, of course.

• Learn more about our vouchers
• Go to My Aquasabi