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Live Fish Shipping Policy
We take the welfare of every fish seriously. Every order is packed with care and shipped with a live arrival guarantee.
🟢 Live Arrival Guarantee
We guarantee every fish arrives alive. If a fish arrives dead, photograph it in the unopened bag and email [email protected] within 2 hours of delivery. We will offer a replacement fish or store credit. Replacements are offered in lieu of cash refunds unless stock is permanently unavailable.
📦 How We Pack
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Each fish double-bagged in high-clarity transport bags -
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Bags inflated with pure oxygen for maximum dissolved O₂ -
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Insulated polystyrene box inside cardboard outer -
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Cool packs added during warm weather -
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Fish fasted 24–48 hrs before shipping to reduce ammonia
✈️ Shipping Method
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All fish shipped via Express Post or overnight courier -
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Orders ship on Mondays only to avoid weekend delays -
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Next business day delivery for most metro areas -
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Rural/remote may take 2 days — contact us first -
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Shipping from $35, varies by box size and location
🌡️ Temperature Policy
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We check forecasts before every shipment -
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Orders held if forecast exceeds 35°C or drops below 10°C -
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You will be notified of any weather-related delay promptly -
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Fish welfare always takes priority over shipping speed
🏠 Free Local Pickup
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Free pickup available — Sunshine Coast, QLD -
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By appointment only — email us to arrange -
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Fish bagged and ready at your agreed time -
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Cash or bank transfer accepted for pickups
📋 Your Responsibilities
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Someone must be present to receive the parcel -
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Do not leave fish in a hot letterbox or in direct sun -
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Float sealed bag in aquarium 15–20 min to equalise temp -
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Drip acclimatise before releasing fish into tank -
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Ensure tank is fully cycled before ordering
❌ Exclusions
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DOA claims must be submitted within 2 hours of delivery -
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Losses from improper acclimatisation are not covered -
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We are not liable for courier delays beyond our control -
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We do not ship to WA or TAS — biosecurity restrictions
⚠️ WA & TAS Notice
Due to biosecurity and quarantine regulations we cannot ship live fish to Western Australia or Tasmania. Customers in these states are welcome to arrange local pickup. We apologise for the inconvenience.
Questions about your shipment? We are always happy to help.