Oz Aquarium Fish offers 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 plant or animal still in the shipping bag.
Claims MUST be accompanied with accurate photos of the dead fish in the original bag (before opening) - If double bagged, the outside bag can be removed for taking images/video to improve clarity, a photograph of all dead fish laid out of the bags.
Please e-mail your photograph and details of your claim within 2 hours of your stock arriving to sales@ozaquariumfish.com.au so that your claim can be processed and arrange an online credit for you to use towards your next order. Packaging/Delivery costs and Freight costs are Non-Refundable and cannot be claimed.
The email must contain all relevant information including; your name, order number, time received, type of fish/plant affected, quantity of fish DOA ***NO claim will be accepted via Text messages, SMS, Facebook Messenger or via a phone call. All correspondence must be carried out via email ONLY***
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.
- Orders must be placed using a signed in account on Oz Aquarium Fish (Guest checkouts or PayPal Express Checkouts will void any D.O.A claims)
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.
