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Your Questions Answered: Quick Help and Guidance


Can I Receive a Sales Quote?

We do not offer individual written sales quotes. For up-to-date product pricing, descriptions, and to place an order, we invite you to visit our comprehensive online store. Our digital platform is designed to provide you with all the necessary information to make an informed purchase decision. Should you have any specific questions about our products or need further assistance, feel free to reach out to our customer support team.

Can I Get a Quote for Insurance Purposes?

We understand the importance of having accurate documentation for insurance purposes. Although Jungle Aquatics does not provide written quotes or assessments regarding the reason and nature of equipment failure, we've got you covered for your pricing estimates needs. For your convenience, you can find detailed product information and current pricing in our online store. To assist you with your insurance claims, we offer a "Print Page" option. Simply select the products of interest, and use this feature to create a document that can serve as an indicative quote for your insurer.

Can I Receive a Quote for a Custom-Built Pond/Aquarium?

While we specialize in offering a wide selection of high-quality aquariums and pond supplies, we do not provide custom build services for ponds or aquariums. We invite you to explore our extensive collection in-store, where you'll find a variety of aquariums and pond setups on display. Our team is on hand to help you select the best option that meets your needs, offering advice and insights on how to create your ideal aquatic environment with our available products.

Does Jungle Aquatics Purchase or Sell Second-Hand Equipment?

Jungle Aquatics does not engage in the buyback or sale of second-hand equipment. However, we understand the importance of finding a new home for your pre-loved items. For this purpose, we recommend utilizing popular sales platforms and community forums that specialize in aquarium and aquatic equipment. Consider exploring options such as:

  • MASA (Marine Aquariums of South Africa) for marine aquarium enthusiasts,
  • TASA (Tropical Aquariums SA) for tropical aquarium aficionados,
  • Online marketplaces like Gumtree, OLX, BidOrBuy, and JunkMail,
  • Facebook Marketplace, which offers a broad audience for various items.

These platforms can provide excellent opportunities to sell your equipment to others who share your passion for aquatic life.


How Do I Place an Order?

Placing an order with us is a seamless and secure process designed to get you what you need efficiently. Here’s how you can do it:

  1. Visit Our Online Store: Start by navigating to our website. You can explore our products through various categories or use the search bar for a more targeted search.
  2. Select Your Products: Browse through our extensive range of aquatic supplies and equipment. When you find what you’re looking for, select the desired quantity and click on the ‘Add to Cart’ button to include it in your order.
  3. Review Your Cart: Once you’ve added all your items, go to your cart to review your selections. Here you can make any necessary adjustments, such as changing quantities or removing items.
  4. Proceed to Checkout: When you’re ready, click on the ‘Checkout’ button. If you’re a new customer, you may be prompted to create an account or you can choose to checkout as a guest. Returning customers can log in for a faster checkout.
  5. Enter Shipping Information: Fill in your shipping details, ensuring accuracy to prevent any delays in delivery.
  6. Choose Payment Method: Select your preferred payment method and provide the necessary payment details. Our platform offers a variety of payment options, all of which are secure and encrypted for your protection.
  7. Review and Confirm Your Order: Before finalizing, review your order and shipping details. Once everything looks good, confirm your order.

You’ll receive an order confirmation via email shortly after placing your order. Our process is designed to be quick, easy, and secure, ensuring you have a pleasant shopping experience.

Is an Account Necessary to Place an Order?

While creating an account with Jungle Aquatics is not mandatory to make a purchase, signing up offers several benefits that enhance your shopping experience. Here’s what you gain by opening an account with us:

  • Fast Checkout Process: Save your shipping and billing addresses to expedite the checkout process in future orders.
  • Order History Access: Easily view your past orders, which can be handy for reordering products or tracking your purchases.

However, we understand that you might prefer to shop without creating an account. Rest assured, you can complete your purchase as a guest without any compromise on your shopping experience. Whether you choose to shop with an account or as a guest, we're committed to providing you with a secure, efficient, and enjoyable online shopping journey.

For those interested in creating an account, the process is quick and simple. Just follow the prompts during your checkout.

What Should I Do If I've Selected the Wrong Pargo Pickup Point for My Order?

We understand that mistakes happen, and you might accidentally choose an incorrect Pargo Pickup Point when placing your order. Here’s what you need to know:

  • Pickup Point Changes: Once your order is confirmed, there is a very short window (1-hour) to change the location. We are unable to modify the selected Pargo Pickup Point once the order is finalized. Your order will be sent to the pickup point you initially chose.
  • Collection: Please ensure to collect your order from the designated pickup point. Orders are held for 7 days after they arrive at the pickup point.
  • Unclaimed Orders: If the order is not collected within the 7-day window, it will be returned to Jungle Aquatics. Please be aware that additional shipping charges will be incurred to resend the parcel to either the same or a new pickup point.
  • Next Steps: If you realize the mistake before your order is dispatched, please contact our customer service immediately. While we can't guarantee the change can be made, we will do our best to accommodate your request.

To avoid additional shipping charges and delays, we recommend double-checking your selected Pargo Pickup Point

Why is Pargo Not Available as a Shipping Option for My Order?

If you're experiencing difficulty selecting Pargo as a shipping option, it might be due to the specific constraints associated with this service. Here’s what you need to know:

  • Weight Limit: Pargo parcel service has a maximum weight limit of 15kg per order. This limit includes both the actual weight and the volumetric weight, which considers the dimensions of the package.
  • Size Restrictions: Alongside weight, the size of the parcel is also a crucial factor. Items that exceed Pargo’s size and weight limitations cannot be shipped via their network.
  • Product Limitations: Certain items, such as large fish tanks and other heavy or oversized products, fall outside of Pargo’s shipping capabilities due to their weight and size.

What Can I Do If My Order Can't Be Shipped with Pargo?

  • If a product in your cart is ineligible for Pargo shipping due to these restrictions, alternative shipping methods will be suggested at checkout. We recommend reviewing these alternatives to find the best fit for your needs.
  • For orders containing large or heavy items that exceed Pargo’s limits, please consider arranging for direct delivery through our other available shipping options.
How Can I Cancel My Order?

We understand that situations change and you might need to cancel your order. Here's what you need to know about our cancellation process:

  • Immediate Action Required: Once you place your order, we move quickly to process it for shipping. If you need to cancel, please contact us immediately after placing the order. While we cannot guarantee cancellation before processing begins, contacting us right away increases the chance that we can accommodate your request.
  • Processed Orders: If your order has already been dispatched through our third-party logistics provider, we will not be able to cancel it at that stage. The order will need to be delivered by the courier service as planned.
  • Receiving the Order: After receiving your order, if you decide that you no longer want the item, you have the option to initiate a return. Please be aware that our returns process is subject to specific terms and conditions.
  • Returns Process: To return an item, you will need to follow our returns procedure, which may include a fee for courier costs if you opt for our assisted returns service. These costs will be deducted from your refund or charged to your account.

Next Steps for Cancellation or Returns:

  1. Immediate Cancellation: For urgent cancellations, please contact our customer service directly by phone for the quickest response.
  2. Initiating a Return: If your order has already been shipped, please wait until you receive it and then contact our customer service to discuss your return options.

We strive to make this process as smooth as possible for you. For more detailed information on returns, including any fees and how to initiate a return, please visit our returns policy page or contact our customer support team.

Who Can I Contact for Shipping Queries?

If you have any questions or concerns about the shipping of your order, there are two convenient ways to get the information you need:

  1. Contact the Courier Directly: For the fastest resolution regarding tracking, delivery times, or specific shipping details, we recommend reaching out to the courier service handling your order. The contact information for the courier can typically be found in your shipping confirmation email.
  2. Reach Out to Us: If you need additional assistance or if your inquiry is related to the order itself rather than the shipping details, our team at Jungle Aquatics is here to help. You can contact us through our website's "Contact Us" page. We're committed to providing support and ensuring your shopping experience is smooth from start to finish.

We understand how important it is for you to receive your order promptly and securely, and we're always here to assist with any queries or concerns you might have about shipping. Don't hesitate to get in touch with us for any help you need.

How Can I Track My Order?

Tracking your order with Jungle Aquatics is effortless and convenient, ensuring you're informed every step of the way:

  • Automatic Updates: As soon as your order is on its way, we'll start sending you shipping updates automatically via email. These updates will keep you informed about your order's journey from our warehouse to your doorstep, without the need for any manual tracking on your part.
  • Manual Tracking Option: If you prefer to track your order manually or if you want to check the status of your shipment at any time, you can easily do so. Just visit our Trackings Page on the website, enter your order number or waybill number, and you'll be able to view real-time updates on the location and status of your parcel.
Do you offer a Cash on Delivery (COD) option?

Unfortunately, we do not offer a COD (Cash on Delivery) option.

Do you Deliver to Namibia and Neighbouring Countries?

Although we do not offer delivery outside the borders of South Africa, customers from neighboring countries are more than welcome to order from our online store and select the in-store collection option and arrange a courier from their side

Are Weekend or After-Hours Deliveries Available?

Understanding the importance of flexibility in receiving your orders, we want to highlight our delivery schedule and options:

  • Standard Delivery Hours: Our third-party courier partners conduct deliveries during standard business hours, which are from 9 am to 5 pm, Monday through Friday. Consequently, we do not offer deliveries over weekends or after business hours.
  • Weekend and After-Hours Delivery: If your schedule requires a delivery outside of these times, please make arrangements via your own preferred courier to collect from our store.
  • Alternative Shipping Option: For those seeking more flexibility without the extra cost, our Pargo and Bob Box locker pick-up option offers a convenient solution. This service allows you to collect your package from a secure locker at a time that suits you best, including weekends or after hours.


Can I Return or Exchange an Item?

Yes, at Jungle Aquatics, we strive to ensure you are completely satisfied with your purchases. Here are the key points you need to know:

  • Return Timeframe: Items can be returned within 7 days of receipt. This allows you to evaluate your purchase and decide if it meets your expectations.
  • Condition of Items: To be eligible for a return or exchange, the item must be in its original, undamaged condition. It should be unused, with all tags and labels attached, and contained within its original packaging. This ensures the item is in a sellable condition for a return or exchange.
  • Starting a Return or Exchange: To initiate a return or exchange, please visit our website and view our Refund Policy for detailed instructions. This policy will guide you through the steps to return your item and provide information on how to submit a return through the Returns Page.
  • Processing Returns and Exchanges: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund or exchange based on the condition of the returned item.

We understand that sometimes, items may not fully meet your expectations, and we're committed to making the return or exchange process as smooth as possible.

How to Return an Item to Jungle Aquatics?

If you're considering a return, we want to make the process as straightforward as possible for you. Here's how you can return an item to us:

  1. Check Eligibility: Ensure your return meets our criteria - the item must be returned within 7 days of receipt, must be in its original, undamaged condition, unused, and contained in its original packaging with all tags and labels attached.
  2. Contact Us: Before sending anything back, please contact Jungle Aquatics directly. This step is crucial as it confirms your eligibility for a return based on our criteria. You can reach out to us via email with the details of the item you wish to return.
  3. Provide Details and Photos: In your email, include details of the item and the reason for the return. Attach clear pictures of the item to demonstrate its condition, ensuring it meets our return standards.
  4. Log Your Return: Once we've confirmed that your item is eligible for return and have reviewed the details and photos you've provided, you may proceed to the Log a Return Page.
  5. Arrange Return Shipping: You are responsible for arranging the return shipping, including covering the costs for suitable packaging to ensure the item arrives back to us in good condition. It's important to choose a reliable shipping method with tracking to safeguard against loss or damage during transit. If you require an assisted return through our courier network, select this option on the Returns page.

Remember, contacting us before making a return is imperative to ensure a smooth process. We're here to help with any questions or concerns you might have about returning an item. Our goal is to make your experience with Jungle Aquatics as positive and hassle-free as possible.

What to Do If Your Order Isn't As Expected?

We strive to ensure every order from Jungle Aquatics meets your expectations, but we understand that sometimes things may not go as planned. Here’s how you can address any concerns with your order:

  • For Damaged or Faulty Items: If your order arrives damaged or is not functioning correctly, please take immediate action by capturing photos of the product's condition. Email these photos along with a detailed description of the issue to our customer service team. We prioritize these matters and will respond promptly to address your concerns and provide a solution that works best for you, which may include a replacement, repair, or refund.
  • If the Product Isn't to Your Liking: We want you to be completely satisfied with your purchases. If you’ve changed your mind about a product or it’s not what you expected for any other reason, we’re here to help. You can return the product to us, provided it’s in its “as new” condition, hasn’t been a special order item, and is returned within our specified return period. The item must be in its original packaging with all labels and seals intact to be eligible for a return.

Please contact us via email before returning any items. This allows us to give you specific instructions and ensure your return is processed efficiently. In your email, include your order details and a brief explanation of why you’re returning the item, so we can assist you more effectively.

Our goal is to make sure you have a positive experience with Jungle Aquatics, even when things don’t go as expected. Our customer service team is dedicated to providing support and guidance, so please don’t hesitate to reach out with any issues or questions.


Can I Receive Pictures of your Livestock?

In order to provide our customers with the most current and accurate view of our livestock, we do not send pictures through email or WhatsApp. This is because our stock sells quickly and images may not represent our latest availability. We warmly invite you to visit our store in person to explore our most recent collection and see the animals for yourself. This ensures you get a real-time look at our wide variety of livestock.

Do Jungle Aquatics Sell Dogs or Cats?

At Jungle Aquatics, our focus is on aquatic life and related products. Therefore, we do not sell dogs, cats, or other terrestrial pets. We strongly support ethical and responsible pet ownership and encourage those looking to welcome a dog or cat into their home to consider adopting from a local animal rescue organization or the SPCA. These organizations have many loving animals in need of forever homes. If you have a specific breed in mind, we recommend researching and connecting with reputable breeders who prioritize the health, well-being, and proper care of their animals.

Adopting or purchasing a pet is a significant commitment, and we commend you for taking the first step towards responsible pet ownership. For advice on pet care, even though our specialty is aquatic life, we're more than happy to provide guidance or refer you to resources that can help you make informed decisions.

How Can I Find Out About Your Current Fish, Coral, and Plant Offerings and Prices?

We understand your interest in staying updated on our selection of fish, corals, and plants, along with their pricing. Due to the dynamic nature of our inventory, which changes daily based on availability and new arrivals, we do not maintain a static list of our offerings and prices.

To explore our latest selections and get the most accurate pricing information, we warmly invite you to visit Jungle Aquatics in person. Our in-store experience is designed to not only provide you with the current availability but also to give you the opportunity to see the beauty and condition of our aquatic life firsthand. Our knowledgeable staff is always on hand to answer any questions, provide care tips, and help you make the best choices for your aquarium.

For those who cannot visit in person or prefer to check availability before coming in, we encourage you to follow us on social media or subscribe to our newsletter for updates on new arrivals and special promotions, giving you a glimpse into our ever-evolving selection.

Can Jungle Aquatics Buy Back or Help Resell My Fish/Koi?

We truly understand the situations that lead to needing to rehome your fish or koi. However, due to stringent health and safety standards aimed at preventing cross-infection, along with exclusive agreements with our suppliers, we are unable to accept, buy back, or assist in reselling any fish from the public.

This policy is in place to ensure the well-being and health of all aquatic life in our care, as well as to uphold the quality standards our customers expect from us. We recommend reaching out to local aquarium clubs, online forums, or community boards as potential avenues for rehoming your fish. These platforms can offer the visibility needed to find a new home for your aquatic pets among enthusiasts who share your passion for aquatic life.

If you're seeking advice on how to safely and responsibly rehome your fish or koi, our team is more than willing to provide guidance and support based on our expertise. While we may not be able to facilitate the sale or return directly, we're committed to being a resource for you during this process.

Requesting Notifications for Specific Fish, Coral, or Plants?

We understand how important it is for you to find the perfect additions to your aquarium or pond. However, given the dynamic nature of our inventory and the unpredictability of when specific species will arrive, we're unable to provide exact arrival dates or maintain a waitlist for special orders.

To keep abreast of our latest arrivals and availability, we encourage you to check in with us regularly. A great time to get updates is on Friday afternoons, which is when our inventory is most likely to have been refreshed with new arrivals.

For those who are keen to stay informed, we also recommend following our social media channels or subscribing to our newsletter. These platforms often feature announcements about new stock and special events, offering another way to stay connected with what's new at Jungle Aquatics.

While we regret that we can't accommodate specific requests for contact upon the arrival of certain species, our team is always here to assist you in finding a suitable alternative or to offer advice on similar species that could thrive in your setup. Thank you for your understanding and for choosing us for your aquatic needs.

Requesting Specific Species of Fish or Coral

We understand the excitement and anticipation that comes with adding a specific species to your aquarium or pond. However, due to the high volume of special requests we receive and the limited availability of certain species in the local market, we are currently unable to accommodate individual orders for specific fish or coral species.

We strive to bring a diverse and vibrant selection of aquatic life to our store and encourage you to visit us frequently to discover our latest arrivals. Our inventory is constantly changing, and we often receive new and unique species.

To stay up-to-date on our newest stock and for the best chance to find the species you're interested in, we recommend following us on social media. Our social media channels are regularly updated with information about new arrivals, special events, and more. This way, you'll be among the first to know what's new and exciting at Jungle Aquatics.

Interested in Supplying Fish, Coral, or Other Aquatic Life to Jungle Aquatics?

At Jungle Aquatics, we are always interested in exploring new opportunities to diversify and enrich our selection of aquatic life. We value the dedication and expertise of local breeders and are keen to hear from those interested in supplying our store. However, it's important to note that we adhere to a strict buying policy to ensure the health, quality, and sustainability of the species we offer to our customers.

If you breed fish, coral, or other aquatic life and are considering Jungle Aquatics as a potential outlet for your specimens, we encourage you to get in touch with us for consideration. Here's how you can start the process:

  1. Contact Us: Reach out to our procurement team with an introduction to yourself, your breeding operations, and the species you specialize in. It's helpful to include any relevant certifications or details about your breeding practices.
  2. Review Process: Our team will review your information and may request further details or schedule a visit to learn more about your operations. This process helps us ensure alignment with our quality standards and ethical sourcing commitments.
  3. Potential Partnership: If there's a fit, we'll discuss the next steps for establishing a supply relationship, including terms, conditions, and any specific requirements.

We appreciate your interest in working with Jungle Aquatics and look forward to the possibility of collaborating. Please contact us through our website or directly via email to initiate the conversation.

Do You Stock Turtles, Seahorses, or Other Exotic Animals?

At Jungle Aquatics, we are committed to promoting responsible pet ownership and adhering to the laws and regulations regarding the keeping of animals in South Africa. As such, we do not stock turtles, seahorses, or certain other exotic animals, as many of these species are considered illegal to keep under South African conservation and wildlife protection laws.

Our priority is to ensure the welfare of all aquatic life and to support the conservation of species both locally and globally. We encourage our customers to explore our wide range of legally permissible and ethically sourced aquatic life that can be kept safely and legally in home aquariums.

For those interested in learning more about which species are suitable and legal to keep, our knowledgeable staff are more than happy to provide guidance and suggest alternatives that align with South African wildlife regulations and conservation efforts.

Do You Offer Shipping for Livestock?

Jungle Aquatics does not provide shipping services for live fish or coral. We understand the complexities and the high level of care required to ensure the safe transport of aquatic livestock, which is why we have opted not to ship these sensitive creatures directly.

However, we are committed to supporting our customers who need to transport aquatic animals. If you prefer to arrange for your own courier service to collect your purchase, we are more than happy to assist and do the proper packaging.


Do You Offer Gift Vouchers?

Absolutely! Jungle Aquatics offers versatile gift vouchers perfect for any occasion, whether you're looking for a special gift for an aquatic enthusiast or simply want to give someone the freedom to choose their own pet perfect item.

  • Electronic Vouchers: For those who prefer the convenience of online shopping, we issue electronic gift vouchers delivered directly via email. These e-vouchers can be used for any online purchases and come with a unique reference number for easy redemption. Ensure your cherished gifts reach your beloved at the perfect moment by scheduling delivery directly to them, on the exact date and time you specify!
  • In-store Vouchers: If you or the recipient enjoys visiting our retail outlet, opt for our in-store vouchers. These physical vouchers are ideal for a hands-on shopping experience, allowing the holder to explore our wide range of products in person.

Our gift vouchers make an excellent choice when you're unsure of the exact item to buy, offering the recipient the freedom to select exactly what they want from our extensive range of pet supplies.

To purchase a gift voucher or for more information on voucher options and how to redeem them, please visit our Gift Cards section or contact our customer service team.

Do You Provide Maintenance or Callout Services for Ponds and Aquariums?

Jungle Aquatics does not offer pond or aquarium maintenance or callout services. Our focus is on providing high-quality pet and aquatic supplies and expert advice to support your DIY maintenance efforts.

Can Jungle Aquatics Supply Products for My New Pet Shop?

Jungle Aquatics is primarily a retail outlet and does not offer wholesale pricing or catalogs for resale purposes.