FAQ

OUR LIVESTOCK GUARANTEE

We offer a 100% live delivery guarantee on all fish and plants. If you receive any fish or plants dead on arrival, please take a photograph with the DOA still in the shipping bag*.

Please e-mail your photograph and details of your claim within 24 hours of your stock arriving to helpkeepingfishsimple@gmail.com so that we can process your claim and arrange an online credit for you to use towards your next order.

*Claims MUST be accompanied with accurate photos of the dead fish in the original bag(s), and if necessary for better clarity, a photograph of all dead fish laid out of the bags. Packaging/Delivery costs and Freight costs are Non-Refundable and cannot be claimed.

Our live fish guarantee is void if:

No-one is present to receive the consignment at time of delivery and the consignment is left unattended at the destination.
The fish are not held at the delivery address and/or are on-sold or transferred to another person.

HOW LONG WILL IT TAKE TO GET MY ORDER?

All our live fish are shipped with a premium next day service and are normally shipped on Tuesdays. Depending on your location it may still take a couple of days for your live order to get to you.

Dry goods will be sent via standard freight and may take up to 5 days to arrive.

Your order must be in by Sunday night 10:00pm New South Wales time to be able to be dispatched on Tuesday. Orders which fall out of this time frame will be held over to the next weeks shipping.

We take great care in making sure that your fish is in good health prior to shipping, we reserve the right to cancel or delay live fish and plant orders for any reason; this may include but are not limited to:

Extreme temperatures posing a risk to the welfare of fish during transit.
Condition or health of fish deemed unacceptable for transport.
Insufficient stock to fill an order.

DO YOU SHIP INTERNATIONALLY?

Sorry we do not ship internationally.

WHAT ARE THE PAYMENT OPTIONS?

Payment can be made via credit or debit cards and PayPal.