LIVE FISH & LIVE PLANTS POLICY
All livestock is carefully inspected before shipping to ensure quality and health.
By purchasing live fish from KeepingFishSimple, you agree to the following
Shipping live livestock carries some level of risk due to factors outside our control. Our policies are designed to ensure fair outcomes while allowing us to continue providing healthy livestock and high-quality plants to our customers.
While we do our best to maintain accurate stock levels, there may be rare occasions where livestock becomes unavailable after purchase due to the nature of live animals.
If this occurs:
You will be notified as soon as possible.
A full refund or store credit will be issued for the unavailable item.
SHIPPING
All live fish orders are shipped using Express Shipping only to ensure the fastest and safest transit time.
Shipping cost:
Flat rate $39.95 per livestock order.
This rate is non-negotiable and cannot be reduced or combined with standard shipping orders.
DISPATCH
To avoid parcels being delayed over the weekend, live fish orders are dispatched on:
Monday and Tuesday ONLY
Orders placed after Tuesday may be shipped the following week depending on order volume, weather conditions, and livestock health.
We reserve the right to delay shipment if conditions are not suitable for safe transport. The wellbeing of our livestock is always our priority.
TRACKING
Tracking details will be added to your order once it has been packed and dispatched.
Customers are responsible for monitoring tracking and ensuring the parcel is collected promptly upon delivery.
We offer a 24-hour Live Arrival Guarantee starting from the time your order is marked as delivered.
If a fish arrives deceased or dies within this period:
You must contact us within 24 hours of delivery.
Contact us at:
📧 help@keepingfishsimple.com
📞 0412 734 955
YOU MUST PROVIDE:
Clear photos of the deceased fish in the original unopened bag
If required, a clear photo of the fish outside the bag for identification
Failure to provide clear photos within the 24-hour timeframe may result in the claim being declined.
CLAIM OUTCOMES
Once reviewed and approved, we may offer:
Store credit
Replacement of the same fish
Another resolution at management discretion
Shipping costs are non-refundable.
CUSTOMER RESPONSIBILITIES
To ensure the best chance of success when receiving live fish, customers must:
Be available to receive the parcel where possible
Open the parcel as soon as possible after delivery
Begin proper acclimation procedures promptly
Fish should not remain in shipping bags for longer than 12 hours after delivery.
CLAIMS WILL NOT BE APPROVED IF
The Live Arrival Guarantee will be void if:
Fish remain in shipping bags for more than 12 hours after delivery
Water parameters are unsuitable for the species
Fish are killed or injured by tank mates
Fish jump from the aquarium
Fish become trapped in filters or aquarium equipment
The aquarium is not properly cycled
An excessive number of claims have been made by the customer
All live plants are shipped using Express Shipping only to ensure the best chance of plants arriving in good condition. Live plants are dispatched on Monday, Tuesday, and Wednesday.
By purchasing live plants from KeepingFishSimple, you agree to the following terms and conditions.
Shipping live livestock carries some level of risk due to factors outside our control. Our policies are designed to ensure fair outcomes while allowing us to continue providing healthy livestock and high-quality plants to our customers.
Due to the nature of live plants and transport conditions, plants may occasionally arrive with:
Slight wilting
Minor leaf damage
Some melting of older leaves
This is normal shipping stress and most plants will recover once placed in an aquarium.
We offer a 24-hour arrival guarantee for plants that arrive completely dead or unusable.
If your plants arrive in poor condition:
- Contact us within 24 hours of delivery with clear photos of the plants in their original packaging.
- If they are damaged in transit or arrive dead, we’ll replace or refund at our discretion.
- Claims made after 24 hours or without photos may not be accepted.
- We cannot cover losses due to courier delays, extreme weather, or incorrect care after arrival.
Photos must clearly showing the condition of the plants upon arrival
If approved, we may offer:
Store credit
Replacement plants
Another resolution at management discretion
Please note shipping costs are non-refundable.
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 fish received are considered normal and are not grounds for a refund, replacement or exchange.
If a fish is substantially or materially different from the advertised size, please contact us within 24 hours of delivery with clear photos and your order details. We will assess the discrepancy and provide an appropriate remedy where required, which may include a refund, replacement or exchange.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Photos and descriptions on our website are provided in good faith and are intended to give customers a reasonable indication of the livestock they are purchasing.
As fish are living animals, customers should expect some variation between the livestock received and the product images shown on our website. Colour, pattern, markings, fin shape and overall appearance can naturally vary between individual fish and may also change depending on age, sex, stress, lighting, diet and environmental conditions.
Minor variations in colour and appearance are considered normal and are not grounds for a refund, replacement or exchange.
If a fish is substantially or materially different from the advertised description, please contact us within 24 hours of delivery with clear photos 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 the Australian Consumer Law.
REFUNDS & RETURNS POLICY
At KeepingFishSimple, we want you to be completely happy with what you buy.
This policy explains how refunds, returns, and replacements work for dry goods, aquatic plants, and consumables (like fish food and supplements).
YOUR RIGHTS
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
If a product has a major failure, you are entitled to a refund or replacement.
If the issue is minor, we’ll repair, replace, or refund within a reasonable time.
This policy operates in addition to your ACL rights.
You can request a return within 14 days of receiving your order (or purchase in-store).
Items must be unused, unopened, and in their original packaging, with all manuals and accessories.
Proof of purchase is required for all returns.
The following items cannot be returned for change of mind:Opened or used consumables (fish food, supplements, water conditioners)Cut-to-length or custom-made itemsSpecial ordersGift cards and e-gift vouchers
Original shipping costs are non-refundable, and return postage is at your expense unless we made an error.
Please use a tracked postage service when returning items.
If your order arrives damaged, faulty, or incorrect:
- Let us know within 7 days of receiving it.
- We may request photos or a short video to assess the issue quickly.
- If confirmed faulty or incorrect, we’ll repair, replace, or refund as required by law.
- If it’s our mistake, we’ll cover all shipping costs.
For health and safety reasons, we cannot accept returns of opened consumables unless they are faulty.
If you believe an item is defective or contaminated, please contact us immediately with photos and your order number so we can investigate and resolve it.
Email us at helpkeepingfishsimple@gmail.com with:
- Your order number
- A brief description of the issue
- Photos if applicable
- Original shipping costs are non-refundable unless the return is due to our mistake or a faulty product.
- You are responsible for return postage for change-of-mind returns.
- If we confirm a fault or shipping error, we’ll provide a prepaid return label or reimburse reasonable postage costs.
- Sale and clearance items have the same ACL rights but are not eligible for change-of-mind returns.
- Bundles must usually be returned in full unless the issue relates to one specific item.
- Gift returns can be made by the recipient with proof of purchase (refunds go to the original payment method).
Dry Goods
14-day change-of-mind return if unopened
Aquatic Plants
24-hour arrival claim with photos
Consumables
No returns once opened (unless faulty)
Damaged / Faulty Items
Refund, replace, or repair per ACL
We take great care to pack all plants fresh and healthy, however as they are live, we cannot accept change-of-mind returns once dispatched.
Please view our 'Live Plant Arrival Guarantee' and 'Live Fish Arrival Guarantee' for information regarding claims of deceased, unwell or damaged live fish & plants. This can be found under our 'Live Fish & Live Plants Policy'.
