Shipping policy

SHIPPING & DELIVERY POLICY

1. Shipping Days

All orders are shipped Mondays and Tuesdays only, sometimes on Wednesdays under strictly special circumstances.

2. Order Cut-Off Times

Order cut-off times are:

• Saturday 1:00 PM, and
• Sunday 1:00 PM (on quieter weeks).
  Orders placed after cut-off will be shipped the following week.

3. Discretionary Early Shipping

Some orders may be shipped earlier within the same week at our discretion.

4. Shipping Rates

Shrimp, Snails and Plants (Australia-wide):
$20.00 (AusPost Express – 1–2 business days)

Live Fish (Australia-wide):
$25.00 (AusPost Express – 1–2 business days)
Applicable for standard metro deliveries and most locations inside Victoria.

Live Fish – Regional Areas (NSW, QLD, SA and extended zones):
$40.00 (StarTrack Express – 1–2 business days)
Used where faster or more reliable delivery is required.

5. Shipping Schedule (Important)

Orders are dispatched Mondays and Tuesdays only to avoid livestock being held in transit over weekends.

In some cases, Wednesday dispatch may be used to help clear backlogs or during high-volume periods.

Customers may choose either Australia Post Express or StarTrack Express for live fish shipping.

If you are located in a regional area or have previously experienced delays with Australia Post, we strongly recommend selecting StarTrack Express for faster and more reliable delivery.

Important:
In the event of a courier delay, DOA (Dead on Arrival) claims will not be covered if Australia Post Express was selected and an upgrade to StarTrack was offered but not accepted.

All courier-related delays with StarTrack Express are covered under our shipping policy.
This excludes cases of lost or damaged parcels, which must be claimed directly with the courier.

By selecting Australia Post at checkout, you acknowledge and accept full responsibility for any courier delays and waive eligibility for DOA claims resulting from such delays for Regional areas.

6. State Restrictions

Due to regulations:

• No shipping to NT or TAS
• Limited shipping to WA (approved live fish species, select plants, all dry goods)
  No shipping of invertebrates, moss, or floating plants to WA.

7. Delivery Conditions

Parcels may be left in a safe place if no one is home.

If livestock is left unattended for more than 30 minutes, DOA claims may be void (see DOA policy below).

Pre-Order Items

Some products, including aquariums, livestock, and selected equipment, may be listed as Pre-Order. Pre-order items are not held as immediate stock and are supplied once availability is confirmed. Estimated timeframes are provided as a guide only and may change due to supplier availability, livestock welfare, damage, or other factors outside our control. If we are unable to fulfil a pre-order for any reason, customers will be offered a suitable alternative or a full refund. By placing a pre-order, you acknowledge and accept these conditions.

Due to the nature of live animals and fragile goods, availability may change prior to dispatch. We reserve the right to delay, substitute, or cancel a pre-order where necessary to ensure animal welfare or product safety.

8. Address Requirements

PO Boxes and Parcel Collect addresses cannot be accepted for live shipments, if shipped to PO BOX, DOA is void.

We will contact you for an alternate address, which may delay dispatch.

9. Bulky & Fragile Items

Gravel, rocks, and glass aquariums incur separate shipping charges.

A postage quote will be emailed after the order is placed.

Free Delivery promotions do not apply to bulky items, though other items in the same order may still qualify.

10. Handling Fee for Live Fish

All live fish orders include a $10 handling fee, covering:

• Styrofoam box
• Heat/cool packs
• Packing materials
  The remainder of your shipping cost is subsidised by us.

11. Dry Goods Shipping

Dry goods are normally shipped Mondays only to avoid weekend delays.

If urgent same-day dispatch is required, you must contact us immediately after ordering.

12. Carrier Delays & Extreme Weather

Fish Hut Aqua is not responsible for DOA caused by:

• Carrier mishandling
• Transit delays
• Packaging damage
• Extreme heat or cold

Relevant complaints should be directed to the courier.

13. International Orders

No live fish or live products are shipped internationally.

International dry-good orders may incur customs duties payable by the customer.

Delays at customs are outside our control.

14. Contactless Deliveries

Australia Post may sign on your behalf and leave parcels in a safe location.

If you are unavailable, parcels may be redirected to a local post office.

15. Live Product Variations

Livestock and plants may differ from photos due to natural variation.

Examples:

• Fish colours may vary
• Plants may arrive bare-root instead of potted
  Unless specific features are listed, items are supplied as standard or randomly selected.

Due to the natural and living nature of aquarium livestock, all fish, shrimp, snails, plants, and other live animals may vary in colour, pattern, size, finnage, temperament, and overall appearance. Images displayed on our website are intended as a general representation only and may not depict the exact specimen received. Factors such as age, genetics, diet, lighting, stress during transport, water parameters, and acclimation can temporarily or permanently affect the appearance and behaviour of livestock. Unless specifically stated otherwise, livestock are supplied at juvenile or sub-adult sizes based on availability at the time of shipping. By purchasing live livestock from Fish Hut Aqua & Pet Supplies, the customer acknowledges and accepts these natural variations as part of keeping live aquatic animals and understands that such variations do not constitute a fault, defect, or false advertising. Customers are always welcome to request photos and/or videos of available livestock prior to purchase or shipping if they are unable to visit the store in person, and we will do our best to accommodate such requests where possible to help avoid disappointment.

DEAD ON ARRIVAL (DOA) GUARANTEE

We take great pride in the health and welfare of our animals and plants. We pack livestock professionally to maximise delivery success. Please read the DOA policy carefully before ordering.

1. Click & Collect

Pickup from 2/9 Dawson Street, Coburg North, VIC is free and fully guaranteed.

IMPORTANT NOTE: Click and Collect is Only available on opening hours as updated on our google page, unless otherwise organised.

2. Live Arrival Guarantee

We guarantee 100% live arrival unless the parcel is delayed or mishandled by the courier, exposed to extreme weather, or held in transit. In these cases, no DOA claim can be accepted.

For guaranteed live arrival, contact us via email for an Air Freight Shipping quote.

3. Weather Restrictions

Extreme heat or cold voids the DOA guarantee. Customers must consider weather conditions when placing orders.

4. DOA Claim Requirements

All DOA claims must:

• Be reported within 30 minutes of delivery
• Include clear photos or videos of the livestock in the original sealed bag
• Be emailed the same day to fishutaqua@gmail.com

Shipping costs for DOA claims are non-refundable.

5. Gift Voucher Purchases

Items purchased using a Gift Voucher issued instead of a refund are not covered by DOA guarantee.

6. Refunds & Replacements

Approved DOA claims will be refunded.

There are no exchanges for live fish or plants.

Replacements can be provided if the customer pays for postage.

7. Full Refund for Unavailable Items

If we cannot supply a fish or ship to your area, we will refund the entire amount, including shipping.

WHEN THE LIVE ARRIVAL GUARANTEE IS VOID

Your DOA guarantee is void if:

• No one is present to receive the package and it is left unattended
• Livestock is transferred, resold, or not kept at the delivery address
• Packaging has been opened before photos/videos are taken
• Photos/videos do not clearly show livestock in the sealed original bag
• Temperature in the receiving state is ≥ 30°C
• Shipping is attempted to NT or TAS
• Orders checked after inspection by customs 

For smooth claims, we strongly recommend recording an unboxing video.

We reserve the right to cancel and refund any order at our discretion.