Live Livestock & Live Plant Shipping Policy
KeepingFishSimple
By purchasing live fish, livestock, or live plants from KeepingFishSimple, you agree to the following terms and conditions.
Live Fish & Livestock Shipping Policy
Product Availability
We do our best to keep livestock availability accurate; however, due to the nature of live animals, there may occasionally be situations where an item becomes unavailable after purchase.
If this occurs, we will contact you as soon as possible and provide either:
- A full refund for the unavailable item, or
- Store credit, where agreed
Shipping Method & Pricing
All live fish and livestock orders are shipped using Express Delivery to provide the fastest and safest possible transit time.
Live livestock shipping is charged according to the value of your livestock order:
| Livestock Order Value | Shipping Cost |
|---|---|
| Under $150 | $39.95 |
| $150–$249.99 | $29.95 |
| $250–$349.99 | $19.95 |
| $350–$399.99 | $9.95 |
| $400+ | FREE |
These rates apply specifically to live fish and livestock orders.
Free shipping promotions that apply to dry goods or live plants do not automatically apply to livestock unless specifically stated.
Shipping discounts are calculated automatically at checkout based on the eligible livestock order value.
In some remote, regional, or unusually expensive delivery areas, additional freight charges may apply. If this occurs, we will contact you before dispatch.
Dispatch Days
To reduce the risk of parcels being delayed over a weekend, live fish and livestock orders are generally dispatched on:
Monday and Tuesday only
Orders placed later in the week may be held until the following shipping period.
Dispatch may also be delayed due to:
- Extreme weather
- Public holidays
- Carrier delays
- High order volumes
- Livestock health or condition
- Other circumstances that may make transport unsafe
We reserve the right to delay shipment where necessary to protect the welfare of our livestock.
Tracking Information
Tracking information will be provided once your order has been packed and dispatched.
Customers are responsible for monitoring their tracking information and making reasonable arrangements to receive or collect their parcel promptly.
24-Hour Live Arrival Guarantee
KeepingFishSimple provides a 24-hour Live Arrival Guarantee from the time your order is recorded as delivered by the shipping carrier.
If a fish arrives deceased or dies within this period, you must contact us within 24 hours of delivery.
Contact us:
📧 help@keepingfishsimple.com
📞 0412 734 955
Evidence Required
Please provide:
- Clear photographs of the deceased fish in the original shipping bag
- A clear photograph outside the bag if required for identification
- Your order details
- Any additional information reasonably requested to assess the claim
Claims submitted outside the 24-hour period, or without sufficient evidence, may not be eligible under our Live Arrival Guarantee.
This does not affect any rights you may have under Australian Consumer Law.
Claim Outcomes
Once a claim has been reviewed, an appropriate remedy may include:
- Store credit
- Replacement of the affected livestock
- Refund where required
- Another appropriate resolution
Where a replacement is offered, additional shipping charges may apply unless otherwise agreed.
Original shipping charges are generally non-refundable unless required under Australian Consumer Law.
Customer Responsibilities
Customers are responsible for taking reasonable steps to ensure livestock is received and acclimated safely.
This includes:
Provide contact details including phone number for couriers to use regarding delivery
- Provide contact details including a phone number for couriers to use regarding the delivery
- Monitoring tracking information
- Being available to receive the parcel where reasonably possible
- Opening the parcel promptly after delivery
- Beginning appropriate acclimation procedures promptly
- Providing a suitable, established aquarium
- Ensuring water conditions are appropriate for the species purchased
Fish should not remain in unopened shipping bags unnecessarily after delivery.
Situations Not Covered by the Live Arrival Guarantee
Our Live Arrival Guarantee may not apply where mortality or injury occurs after delivery due to circumstances such as:
- Livestock being left in shipping bags for an excessive period after delivery
- Unsuitable water parameters
- Incorrect acclimation
- An uncycled or unsuitable aquarium
- Aggression or injury caused by tank mates
- Fish jumping from an aquarium
- Fish becoming trapped in filters, pumps, decorations, or other aquarium equipment
- Customer handling or husbandry after successful delivery
We reserve the right to review repeated or unusual claims individually.
Nothing in this section excludes or limits any rights that cannot legally be excluded under Australian Consumer Law.
Live Plant Shipping Policy
Shipping & Free Shipping
Live plants are eligible for our standard Australian shipping rates.
Orders containing eligible dry goods and/or live plants over $75 qualify for free shipping.
Orders under $75 are charged shipping according to the rate displayed at checkout.
Live fish and livestock use a separate shipping structure and are not included in the $75 dry goods and plant free-shipping threshold unless specifically stated.
Dispatch Days
Live plants are generally dispatched on:
Monday, Tuesday, and Wednesday
This helps reduce the likelihood of plants being held in transit over a weekend.
Dispatch may be delayed where weather, public holidays, carrier disruptions, or other conditions make shipment unsuitable.
Plant Condition on Arrival
Live plants may experience some degree of stress during transport.
This can include:
- Slight wilting
- Minor leaf damage
- Yellowing
- Temporary deterioration
- Melting of older leaves
These symptoms do not necessarily mean that a plant is dead or unhealthy. Many aquatic plants recover after being placed into appropriate aquarium conditions and begin producing new growth.
24-Hour Plant Arrival Guarantee
If a plant arrives completely dead, severely damaged, or unusable, please contact us within 24 hours of delivery.
Claims should include:
- Clear photographs of the plant in its original packaging
- Photographs clearly showing the condition upon arrival
- Your order details
Once assessed, an appropriate remedy may include:
- Store credit
- Replacement
- Refund where required
- Another suitable resolution
Original shipping charges are generally non-refundable unless required under Australian Consumer Law.
Livestock Sizing Disclaimer
Sizing estimates are provided in good faith and are intended to give customers a reasonable indication of the livestock they are purchasing.
As live fish naturally vary in size, all measurements listed on our website are approximate only.
Minor differences between the advertised size and the livestock received are considered normal and are not, by themselves, grounds for a refund, replacement, or exchange.
If livestock is substantially or materially different from the advertised size, please contact us within 24 hours of delivery with clear photographs and your order details.
We will assess the discrepancy and provide an appropriate remedy where required, which may include a refund, replacement, exchange, or store credit.
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.
Livestock Colour & Appearance Disclaimer
Photos and descriptions on our website are provided in good faith and are intended to give customers a reasonable indication of the livestock being purchased.
As fish are living animals, customers should expect natural variation between the livestock received and product images shown on our website.
Colour, pattern, markings, fin shape, body shape, and overall appearance can vary between individual fish and may also change depending on:
- Age
- Sex
- Stress
- Lighting
- Diet
- Environmental conditions
- Maturity
Minor variations in colour and appearance are considered normal and are not, by themselves, grounds for a refund, replacement, or exchange.
If livestock is substantially or materially different from the advertised description, please contact us within 24 hours of delivery with clear photographs and your order details.
We will assess the discrepancy and provide an appropriate remedy where required.
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.
Important Information
Shipping live livestock carries additional risk compared with standard products because live animals can be affected by temperature, delays, handling, and other circumstances during transport.
Our shipping and arrival policies are designed to provide clear expectations and fair outcomes for both customers and KeepingFishSimple while prioritising the welfare of the livestock we sell.
By purchasing live livestock or live plants from KeepingFishSimple, you acknowledge and agree to the applicable shipping and arrival conditions outlined above.
