Livestock Shipping & Returns
ALL SHIPPING IS SENT ON MONDAYS & TUESDAYS.
If your order contains live fish and/or live plants currently we only ship to the following states:
- ACT & New South Wales
- South Australia
We are also unable to ship live fish and live plants to some remote locations within these states.
RETURNS AND REFUNDS
Please note that because of the complexities and procedures involved in packing and shipping live fish, as well as our utmost concern for the well-being of our aquatic livestock, we cannot accept any returns of aquatic livestock. For livestock items claimed (DOAs or wrong item sent), we offer a store credit.
For non-livestock items, we do not give refunds if you simply change your mind or make a wrong decision. You can choose between an exchange or credit where goods are faulty or are different to the product purchased on the website. We ask that you notify us by e-mail with details of your invoice number within 7 days of delivery. No item shall be returned without prior agreement between the purchaser and KeepingFishSimple. In the case of faulty goods we will ask you to return the item and all parts in their original packaging for a replacement.
In the case of an out of stock item, please allow up to five business days for the refund to be processed.
OUR LIVESTOCK GUARANTEE
We offer a 100% live delivery guarantee on all fish and plants. If you receive any fish or plants dead on arrival, please take a photograph with the DOA still in the shipping bag*.
Please e-mail your photograph and details of your claim within 24 hours of your stock arriving to firstname.lastname@example.org so that we can process your claim and arrange an online credit for you to use towards your next order.
*Claims MUST be accompanied with accurate photos of the dead fish in the original bag(s), and if necessary for better clarity, a photograph of all dead fish laid out of the bags. Packaging/Delivery costs and Freight costs are Non-Refundable and cannot be claimed.
Our live fish guarantee is void if:
- No-one is present to receive the consignment at time of delivery and the consignment is left unattended at the destination.
- The fish are not held at the delivery address and/or are on-sold or transferred to another person.