FAQ
Frequently asked questions
The questions we hear most often — if yours isn't here, just get in touch.
When will my order be dispatched?
Orders placed before 12pm AEST on a business day are normally dispatched the same day; orders after that go the next suitable business day. We don’t dispatch on Fridays, weekends or public holidays, and we’ll delay dispatch if weather or transport conditions could put the fish at risk — their safety always comes first. Full details are on our Shipping page.
What happens if I'm not home to receive delivery?
Live fish can’t be left in a mailbox or at a depot, so someone needs to be home to receive and open the box promptly. We confirm your expected delivery day with you in advance by phone or email specifically so you can plan to be there. If a delivery attempt is missed, the courier contacts us and we work with you directly to arrange a redelivery as soon as possible — let us know straight away if your availability changes after ordering.
Which states do you ship to?
We ship normally to NSW, VIC, QLD, SA and ACT. WA and NT have their own permit requirements — we confirm your permit with you before charging or shipping anything. We’re currently not able to ship live fish to Tasmania. See Shipping for the full breakdown of why, state by state.
What happens if a fish arrives unwell or doesn't survive the trip?
You’re covered by our Live Arrival Guarantee — contact us within 4 hours of delivery with a clear photo of the fish in its original, unopened bag, and we’ll arrange a replacement (our preference) or a refund if a suitable replacement isn’t available. Full terms are on our Returns & Refund Policy page.
Can I request a specific sex, or a bonded pair?
It depends on the species and what’s available in that batch — many of the fish we sell are juveniles too young to sex with confidence, so we can’t guarantee a particular sex or a true bonded pair on every listing. If you have a specific need (for example, breeding stock), get in touch before ordering and we’ll let you know honestly what we can and can’t accommodate for that species right now.
Still have a question?
Get in touch and we’ll answer it directly — no call centre, just us.
Contact us