LIVESTOCK POLICY
This section details our policies, terms, & conditions relevant to purchasing livestock online. View all: Livestock 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 and livestock orders are shipped using Express Shipping only to ensure the fastest and safest possible transit time.
Shipping is charged based on the value of your livestock order:
Orders under $150 — $39.95
Orders from $150 to $249.99 — $29.95
Orders from $250 to $349.99 — $19.95
Orders from $350 to $399.99 — $9.95
Orders of $400 and over — FREE
These rates apply to live fish and livestock orders only.
Free shipping offers that apply to dry goods or live plants do not automatically apply to livestock unless specifically stated.
In some remote or regional areas, additional freight charges may apply. If this occurs, we will contact you before dispatch.
DISPATCH
To avoid parcels being delayed over the weekend, live fish and livestock orders are dispatched on:
Monday and Tuesday only
Orders placed after Tuesday may be shipped the following week depending on order volume, weather conditions, public holidays, carrier delays, 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:
Provide contact details including phone number for couriers to use regarding 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 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
Customer did not provide mode of contact to retailer
DISCLAIMER
Our 24-Hour Live Arrival Guarantee is designed to cover issues that are evident at the time of delivery or shortly afterwards.
Once live fish have been introduced into a customer's aquarium, their ongoing health and survival can be affected by many factors outside of our control, including water quality, acclimation, temperature, tankmates, aggression, disease exposure, feeding and general husbandry.
For this reason, the loss of a fish after the Live Arrival Guarantee period does not automatically qualify for a refund, replacement or exchange. Claims made after this period will be assessed based on the individual circumstances and the available evidence.
Where there is evidence that a fish was unhealthy, incorrectly supplied, materially different from its description, or otherwise did not meet a consumer guarantee at the time of supply, we will assess the matter and provide an appropriate remedy where required.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
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).
View all: Refunds & Returns
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'.
TERMS OF SERVICE
Last Updated: 04/09/2026
These Terms of Service ("Terms") govern your use of our website and services. By accessing or purchasing from our site, you agree to these Terms. Please read them carefully.
We may update these Terms from time to time. Any changes will be published on this page.
Your continued use of our website after changes are published will be subject to the updated Terms.
By using our website, you confirm that you are at least 18 years old or have permission from a parent or guardian.
You agree not to use our website, services or products for any unlawful or unauthorised purpose.
We reserve the right to refuse or cancel service where reasonably necessary, subject to applicable laws.
We make every effort to ensure that product descriptions, images, availability and pricing displayed on our website are accurate and up to date.
However, errors may occasionally occur, and product information or pricing may be updated without notice.
We reserve the right to modify or discontinue products at any time.
Nothing in this section limits your rights under the Australian Consumer Law.
By placing an order with KeepingFishSimple, you agree to provide current, complete and accurate information.
Payment must be received in full before an order is dispatched.
We reserve the right to cancel or refuse an order where we reasonably suspect fraud, unauthorised activity, pricing errors or other issues that prevent us from fulfilling the order.
If an order that has already been paid for is cancelled by us, an appropriate refund will be provided.
We aim to process and dispatch orders as promptly as possible.
Any delivery timeframes provided are estimates and may be affected by circumstances outside our reasonable control, including carrier delays, weather events and other transport disruptions.
Customers are responsible for providing complete and accurate delivery information when placing an order.
Please refer to our Shipping Policy and LiveStock Policy for further information.
Nothing in this section excludes any rights you may have under the Australian Consumer Law.
Returns, refunds, replacements and exchanges are handled in accordance with our Refund & Returns Policy.
Please refer to that policy for information regarding change-of-mind returns, damaged or faulty products and other eligible claims.
Your rights under our policies are in addition to any rights you may have under the Australian Consumer Law.
Our website may contain links to websites or services operated by third parties.
KeepingFishSimple does not control these third-party websites and is not responsible for their content, availability, accuracy or privacy practices.
Accessing a third-party website is at your own discretion and may be subject to that provider's own terms and policies.
INTELLECTUAL PROPERTY
Unless otherwise stated, content on the KeepingFishSimple website, including our logos, photographs, graphics, written content and branding, is owned by or licensed to KeepingFishSimple.
This content must not be copied, reproduced, distributed or used for commercial purposes without our prior written permission, except where otherwise permitted by law.
LIABILITY & CONSUMER RIGHTS
To the extent permitted by law, KeepingFishSimple is not responsible for loss or damage arising from circumstances outside our reasonable control or from the improper use of our products.
Our products are intended for their stated purpose and, where relevant, general aquarium and fishkeeping use. Results may vary depending on individual aquarium conditions, husbandry and use.
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
PRIVACY POLICY
Effective Date: 16/04/2025
KeepingFishSimple values your privacy. This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website or make a purchase.
We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date.
When you use our site or place an order, we may collect the following information:
Personal Information: Name, email address, shipping/billing address, phone number, and payment details.
Technical Information: IP address, browser type, device information, and pages visited (collected via cookies and analytics tools).
Order History: Products purchased, dates, and transaction records.
We use your information to:
Process and fulfill your orders
Communicate with you about your orders or inquiries
Send updates, promotional emails (if you've opted in)
Improve our website and customer experience
Prevent fraud and ensure secure transactions
We do not sell or rent your personal information.
We may share information with trusted third parties, but only as necessary:
Payment processors (e.g., Stripe, PayPal)
Shipping carriers (e.g., USPS, UPS)
Email marketing platforms (only with your consent)
Website analytics services (e.g., Google Analytics)
These third parties are only given the minimum data required and are obligated to keep your information secure.
We use cookies and similar technologies to enhance your browsing experience and analyze site usage. You can disable cookies through your browser settings, but some features may not function properly.
You have the right to:
Access the personal data we hold about you
Request corrections or updates
Request deletion of your data (subject to order record retention laws)
Opt out of marketing emails at any time by clicking the "unsubscribe" link
We implement industry-standard security measures to protect your personal information. However, no method of transmission over the Internet is 100% secure. We encourage you to use strong passwords and remain cautious when sharing data online.
Our website is not intended for children under 13. We do not knowingly collect personal information from minors.
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