OUR QUARANTINE PROCEDURE
All our fish go through the same quarantine and protocol procedures before being offered for sale to our Customers. The period of time the fish remain in quarantine is judged by the well being of the fish, this being monitored by us on a daily basis. We implement very strict Bio - Security measures in accordance with our DAWE regulations and guidelines so it is very important that any fish purchased by our Customers is carefully selected and chosen as on no account are we able to have any of our Fish returned once they have left our facility. There are absolutely no exceptions to this rule as this would be in direct conflict with our Bio – Security measures in place.
DOA stands for dead on arrival. This policy is for purchasers of our live animals. A full refund of the amount of the perished fish will be provided in the event of a dead on arrival following these conditions(Shipping is not refundable)Please provide a 20Sec Video of the fish still in the unopened bag within 1 hours of their arrival. Refunds will NOT be provided in the event that the fish were left outside due to no-one receiving the fish or if the fish are left overnight at the postal office/courier warehouse. Please ensure the correct address is provided upon checking out. Extended delivery times resultant from a wrong address will void the DOA policy. Live Fish cannot be sent to a PO Box Address. Please ensure that you are ready for the fish to arrive. Once the fish are in your care, they are under your responsibility. Deaths/disease after arrival are not covered by this policy. All fish will be checked to be healthy prior to shipping. Do note that shipping is stressful for the fish and aftercare is required once they arrive. We strictly do not support impulse purchases of live animals.
Please note that with purchases of Fancy Goldfish, fin damage can occur during shipping. The fish can chew on their own tails from the stress of shipping. This is not covered under the DOA or Refund Policies.With purchases of Fancy Goldfish. The observed colour patterns can change with age. We do not guarantee that the colour or pattern will remain the same through their entire lifespan. Changes in colour are not covered under any policy.Shipping of live fish will be shipped on the Mondays - Wednesdays of each week.
We use Directfreight Priority, Metrostate Courier & AU post as the carriers for our orders. They are both has the widest networks within Australia. As we understand some couriers are better for certain areas, please select for your preference in courier service upon check-out.WA Customers please note only Toll Priority can be used for shipping live fish. Metropolitan Sydney Customers will have GoPeople used as their service as that is the same day service.A tracking number will be provided for you to track the progress.Shipping costs are not refundable.Please ensure you are aware of any events that may affect delivery times in your area. We will work to send your order out of those times. Pick up is available and can be arranged via appointments.