Terms & Conditions
Please read the following Terms & Conditions carefully before using and purchasing on our website.
1. Information About Us
1.1. The entire website under domain name "tropaq.com" is operated by Trop Aquarium.
1.2. We are registered in Singapore, details as follows:
1.2.1. Business Registration Number 37451600J
1.2.2. AVS License No.: IG18K0013
1.2.3. Registered office: North Link Building, 10 Admiralty Street, #06-88/89, Singapore 757695
1.2.4. GST Registration Number: MX0843200N
2. Service Availability
2.1. Purchase on our site is mainly intended for use by people residing, businesses, and companies in Singapore ("the Serviced Country").
2.2. Users outside of Singapore will be separately quoted with the international shipping fees and regulations. You may contact our customer service or email to us for further assistance.
3. Your Status
3.1. By placing an order through our site or on the telephone, you warrant that:
3.1.1. You are legally capable of entering into binding contracts.
3.1.2. You are aged 16 years and above. If not, you should be under parental guidance.
3.2. You warrant that you will not use this website and all contents stated for any of the following:
3.2.1. Any commercial purposes
3.2.2. Any resale purposes (unless permitted)
3.2.3. To interfere or gain unauthorised access to the site
3.2.4. Any infringement of law
4. How the Contract is formed between You and Us
4.1. After placing an online order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All telephone and on-line orders are subject to acceptance by us, and we will confirm such acceptance to you either during our telephone conversation or email. The contract between us (“the Contract”) will only be formed when we deliver the items to you.
4.2. Subjected to actual stock availability, item ordered may be replaced with alternatives subjected to a verbal or written confirmation with you. For items that cannot be replaced, we will contact you to give you the option to cancel. If payment has been made, you will be refunded of the amount paid.
4.3. All orders placed online will be fulfilled within 14 business days (subjected to availability and local/overseas order), unless otherwise advised. Business days exclude Saturday, Sunday and Public Holidays.
4.4. You are obliged to make payment in FULL by the payment option you select when you check out your orders. For offline payment options, you would be informed within 2 business days once payment has been made. If not, please kindly contact customer service for assistance.
4.5. We take every caution in selecting your orders. However, slight variations from product photos may exist, as not all fishes are the same. We reserve all rights to reject such claims, as long as the species of fish is the same as ordered.
5. Our Status
5.1. We may provide links on our site to the websites of other companies, whether affiliated with us or not. We cannot give any undertaking that the products you purchase from companies to whose website we have provided a link will be of satisfactory quality.
6. Availability and Checkout
6.1. All stocks are limited and are sold on First Come First Serve basis. If items are unavailable, we will inform you and might suggest for a substitute item. If you reject the substitute item - either choose to wait for new stocks to arrive, or the full amount paid for your order will be refunded back within 3 working days.
6.2. At the time an order confirmation is sent to you, the fish is available, healthy and ready for sale. However, as we are dealing with live fishes and we do not sell fishes that are not in good condition/unstable, we will inform you when such situations occur. You may choose to either receive a full refund, change your orders or wait for the next available batch of fishes.
6.3. For items that are not in stock, you will be informed and placed in the pre-order. If you are unwilling to wait, a full refund will be provided to you.
6.4. You are to ensure that the orders made and delivery informations entered are correct. We will try our best to change your orders if a mistake is found, but we will not be liable if the order has already been processed.
6.5. Any cancellation of orders must be made at least 1 day before the delivery date, and subjected to our discretion (differs on case-to-case basis). For any last minute cancellation, a SGD$20 fee will be charged.
7. Checkout, Price and Payment
7.1. All prices stated are in Singapore Dollars (SGD) and are inclusive of GST (7%).
7.2. The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.
7.3. Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site we might at our discretion decide to honour the lower (incorrect) price or either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
7.4. We are under no obligation to provide the Product to you at the incorrect (lower) price even after we have provided you with an email confirmation.
7.5. We shall not be responsible for any unauthorised access on any third party payment gateways when making an order with us.
8. Self Collection/Delivery Policy
8.1. Self Collection
8.1.1. Self Collection only applies for collection at our registered office: North Link Building, 10 Admiralty Street, #06-88/89, Singapore 757695
8.1.2. Full payment of order is to be made before collection of fishes.
8.1.3. If your orders are in stock, collection slot will be available from next day onwards (for orders submitted before 12noon, otherwise it will be considered order submitted the next day), unless otherwise stated. Eg. If you submit your orders on Monday before 12noon, collection will be available from Tuesday onwards (unless otherwise stated); If you submit your orders on Monday after 12noon, collection will be available from Wednesday onwards (unless otherwise stated).
184.108.40.206. You may indicate your preferred collection date and time (Comments section @ Checkout). We will do our best to fulfill your requested time slot, but this is not the confirmed collection time slot.
220.127.116.11. For Same day collection, please contact us to check whether it is possible.
8.1.4. You will be informed 1 day before the confirmed date and time (via WhatsApp or SMS or E-Mail), so please kindly confirm that you will be heading down for collection. Upon confirmation of collection time slot, please be responsible and head down to collect the fishes. In any case which you are really unable to turn up for collection at the designated time, please inform us at least 2 hours before the collection slot. For last minute cancellation (less than 2 hours), we reserve the rights to charge a fee of 20% of order amount per cancellation.
8.1.5. If your order is still not collected after 5 collection slots or 1 month (whichever is earlier), 20% of order amount (additional charge if the cancellation of time slots include last minute cancellation) will be charged and the remaining amount will be refunded to you.
8.1.6. Please check the fishes upon collection, before you leave our premise - if you are not satisfied with them, you can leave them outside our office (at the same place you collect them), and we will credit you back the amount once we have confirmed the fishes. If not, you will confirmed that you have checked the fishes and are satisfied with them.
8.1.7. For any disputes or returns after that, will be subjected to the discretion of our team, and (if approved) any return fees incurred eg. transport fees, will not be beared by us, we will only credit for the fish value.
/* Special Clause during Covid-19 period */
8.1.8. Strictly no entry into our premise will be allowed. All collections will be contactless.
8.2. Delivery Policy
8.2.1. Delivery Rates
18.104.22.168. Orders above SGD$180 = FREE delivery
22.214.171.124. Orders SGD$100 - SGD$179.99 = SGD$10 per delivery
126.96.36.199. Orders SGD$1 - SGD$99.99 = SGD$20 per delivery
8.2.2. Delivery rates above apply only for delivery in mainland Singapore, and for the first delivery made. We reserve all rights to reject delivery to any places with restricted access or is inaccessible.
8.2.3. You are to make sure that all delivery information provided are valid and correct. Any changes to delivery date and information can only be made once, and we have to be informed at least 1 day before the delivery date. In the case if there is an error or change in the delivery address and the delivery has already been initiated, re-delivery charges will apply for subsequent delivery of parcel.
8.2.4. Delivery date and time will vary according to time of order, delivery address, and availability of drivers. You will be informed once a delivery slot has been allocated for you, and you will have to confirm the delivery date and time before the delivery will be activated.
8.2.5. Upon confirmation of delivery date and time, please be responsible for the fishes and ensure that you or an authorised recipient will be there to receive the fishes. For any failed deliveries, SGD$20 will be charged for the subsequent delivery.
8.2.6. In the case the first attempt of delivery failed (does not apply if the fault is with us), and you wish to cancel your order, a SGD$20 fee + 20% of order amount will be charged and the remaining amount will be refunded to you.
9. Our Refund/Return/Replacement Policy
9.1. Something wrong with your order? - Report problem immediately
9.1.1. Take a photo or video of the fishes in the bag unopened. Photo/video taken must show our fishes in the bag unopened, and it must be clear (not blurred).
9.1.2. Include your Order no., Problem faced, Delivery date, and Photo/video taken in our Refund/Replacement form here. All report of claims are to be submitted within 2 hours from the receipt time. Please do not delay your reports because it is after working hours - we will check by the timestamp of all reports received.
9.1.3. We will process your report of claims within 1-2 business days. Refund of claim will be given if all informations given are correct and reasonable.
9.2. Refund Claims
9.2.1. This is only applicable if the fishes arrived dead in the bag, if the fishes delivered are wrong, or if there is less quantity received than ordered.
9.2.2. We are not responsible, at any time, for the death of the fishes which are due to your mishandling. We reserve all rights to reject a claim if any required information is missing or are untrue from the submitted request.
9.3. Return Claims
9.3.1. This is applicable if you are not satisfied with your orders, only if the claim is submitted within 20 hours from the receipt time and if the claim is approved. Approval of return claims are 100% subjected to the discretion of our team.
9.3.2. If approved, any additional return fees incurred eg. transport fees will not be beared by us. We will only credit for the fish value.
9.4. Replacement delivery
9.4.1. This is only applicable if your report of claim (section 9.1.) has been approved, the item ordered is still available, and that the order is significant for a secondary delivery.
188.8.131.52. If value of replacement item ordered is equal to original order, no action will be required.
184.108.40.206. If value of replacement item ordered is less than original order, refund of store credit/reward points will be given for the remaining value.
220.127.116.11. If value of replacement item ordered is more than original order, additional payment will be requested from you.
18.104.22.168. We reserve the rights to deem the significance of the replacement delivery. If the value of order is deemed to be too small to cover our minimum costs, refund will be given with no choice of replacement delivery.
9.4.2. Secondary replacement deliveries will not be subjected to Dead-On-Arrival claims.
9.5. All refunds will be made in the form of store credits (reward points) by default. Please indicate if you wish to receive the refunds via bank transfer, as well as the related information required to make the transfer.
10. Reward Points
10.1. Reward points may be awarded in the following situations:
10.1.1. Purchase made (eg. spend $100 = 100 Reward points)*
10.1.2. Marketing purposes from Trop Aquarium
10.1.3. Refund claims
10.1.4. Additional payment received
*Not applicable for wholesalers
10.2. Reward points can be used to discount off your next purchase.
10.2.1. 100 Reward Points = $1.00
10.2.2. Points can only be used in multiples of 10s (eg. 10, 20, 30, etc)
10.2.3. All Rewards points will expire on 31 December yearly, and all points will be reset on 01 January of each year. For example, if you receive Reward points in June 2020, all points will expire on 31 December 2020, and unused points will be deleted and be unavailable for use on 01 January 2021.
10.2.3.1. Extension of Reward Points Expiry may be possible in the following situations:
10.2.3.1.1. If the Reward Points are awarded for Refund claims or Additional payment received
10.2.3.1.2. If the Reward Points are awarded in December (some extension, subjected to discretion of our team)
10.2.3.2. All Extension of Expiry are subjected to the discretion of our team
10.3. Reward points (except for Refund claims) cannot be converted to cash drawing (i.e. Bank transfer etc).
11. Our Liability
11.1. We take every caution in selecting your orders, and always do our best to fulfil your orders, in terms of availability, size and price. However, these are subjected to the health condition at the time of delivery, and seasonal fluctuations in price.
11.2. Unless otherwise stated, warranty of all products of other brands will be covered by the respective brand owner.
12. Personal Data Protection
12.1. If your account has been hacked or if you have forgotten your password, you are to inform our customer service soonest possible to take the necessary measures. We shall not be liable for any loss of privacy data if your account is hacked.
12.2. We reserve all rights to freeze your account or terminate your use, mainly in the following situations:
12.2.1. Inactive accounts (not logged in for more than 6 months)
12.2.2. Any suspicious activity deemed by us
12.3. For accounts that have been freezed or terminated, you may contact our customer service to request for the account to be recovered (100% subjected to discretion of team).
13. Events Outside our Control
13.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
13.2. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
13.2.1. Strikes, lock-outs or other industrial action;
13.2.2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
13.2.3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
13.2.4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
13.2.5. Impossibility of the use of public or private telecommunications networks; or
13.2.6. The acts, decrees, legislation, regulations or restrictions of any government.
13.3. Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
14.1. If we fail, at any time during the term of a Contract, to insist upon the strict performance of any of your obligations under the Contract or any of these Terms and Conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
14.2. A waiver by us of any default shall not constitute a waiver of any subsequent default.
14.3. No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
15.1. If any of these Terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
16. Entire Agreement
16.1. These Terms and Conditions and any document expressly referred to in them applies to your use on our entire website, all orders, any contract and supersede any prior agreement made, understanding or arrangement between us, whether oral or in writing.
16.2. We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other and that nothing may be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these Terms and Conditions.
17. Our Right to Vary these Terms and Conditions
17.1. We have the right to revise and amend these Terms and Conditions from time to time.
17.2. You will be subject to the Policies and Terms and Conditions in force at the time you use any part of our entire website, order products from us, any contract and supersede any prior agreement made, understanding or arrangement between us, unless any change to those Policies or these Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those Policies or these Terms and Conditions before we provide you with the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the Dispatch Confirmation).
17.3.Trop Aquarium reserves all rights to terminate your usage on our website if we monitor any breach in our Terms & Conditions. If there is a breach in our Terms & Conditions and we did not take any immediate action, we are still entitled to our rights for the breach. Trop Aquarium reserves all rights to edit our Terms & Conditions at any point. Please contact our customer service if any further assistance is required.
18. Law and Jurisdiction
18.1. Contracts for the purchase of Products through our site will be governed by the Law of Singapore. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the Courts of The Republic of Singapore.