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SHIPPING & RETURNS

Shipping Policy

Oz Aquarium Fish ships products across Australia; live fish and plants will only be shipped to the following states: New South Wales, ACT, Queensland, Victoria and South Australia. (Due to quarantine restrictions we do not ship to Northern Territory, Western Australia or Tasmania) Orders cannot be shipped to PO Boxes or Parcel Lockers.

All our live fish are shipped with a premium next day service and are normally shipped on Tuesdays. 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 week shipping.

We provide the following rates:

 - Live fish, flat fee of $25.00 per order, 

 - Live plants, flat fee of $12.00 per order,

 - Dry goods, flat fee of $10.00 per order, 

Conditions apply to all above rates.

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.

Once your order has been dispatched, our courier partners will send you an email with the tracking number so you can check the progress of your delivery.  Please note that tracking takes place on our couriers’ partners website and we cannot control possible delays.

Your fish will be carefully packed with freshwater with 100% pure oxygen inject into the bag we then place them in a Styrofoam box.

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)

Return & Exchange Policy

Please note that because of the complexities and procedures involved in packing and shipping live fish and plants, as well as our utmost concern for the well-being of our aquatic livestock, we cannot accept any returns of aquatic livestock or plants. For livestock and plant items claimed (DOAs or wrong item sent), we offer a store credit.

For non-livestock, we do not give refunds if you simply change your mind or make a wrong decision. You can choose between an exchange or credit where goods are faulty or are different to the product purchased on the website. We ask that you notify us by e-mail with details of your invoice number within 7 days of delivery. No item shall be returned without prior agreement between the purchaser and Oz Aquarium Fish. In the case of faulty goods we will ask you to return the item and all parts in their original packaging for a replacement.

In the case of an out of stock item, please allow up to five business days for the refund to be processed.

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