Frequently Asked Questions
Unfortunately, if a gift card or coupon is used to cover the full amount of an order, it can be marked pending. If this happens, contact us and we will update your status and ensure it is sent asap.
If you have paid via direct deposit, this can take up to 3 working days to clear in our account.
You can deposit the money into our account via your bank app or through online banking. Our bank details will be provided in your email order confirmation if you have chosen to pay via direct deposit. Please note that e-cheques can take up to 10 days to clear into our accounts.
Keep in mind if you order on a Sunday and pay direct deposit, it can result in your order being shipped the following week if payment is not cleared by Wednesday 12 noon.
An email with shipping details will come through in the evening on the day the order is sent.
You can track the delivery progress using the tracking number which will be provided, and entering this tracking number into the TGE website.
This online tracking service is NOT powered by Livefish and we are not responsible for the delay in the information provided by the online tracking service.
While every effort is made to send your order in its entirety, the fish are always our priority. If the condition of the fish is deemed not adequate to send, we will refund them and send the rest of your order to you.
If there are any fish on your order that are essential, and you do not want the order sent without them for any reason, at the time you place your order please contact our team and if the above does occur we will be in contact for the next steps.
We accept Mastercard, Visa, Direct Deposit, Paypal, Debit cards, Google Pay and Apple Pay. You can also use Paypal's Pay in 4 option at checkout.
We offer a number of products and bulk buy deals that qualify for free shipping. The free shipping is for each individual product or bulk deal only, so if you add additional products beyond those with the Free Shipping tag you will need to meet $150 to receive free shipping on these additional items. You can read more about this on our Shipping, Delivery and Claims Information page.
Due to NT quarantine restriction, you will need a permit to bring in the fish and plants you have ordered.
The permit is free, follow the link below for all the information you need. Or you can contact fisheries on this number as well- (08) 89992183
Once this is approved let us know, so we can let the dispatch team know to send your order on the next available shipping day.
Sizes on the website are an estimate, so give it 1cm grace. Fish are measured from the tip of the nose to tip of the tail tip.
If you believe you have been sent the wrong size, simply take a photo of the fish lying against a ruler (this can be done by having the fish in a fish net just under the water level of the tank and have a ruler laying beside the fish so it can be clearly seen next to the fish), and send it to us via the Claim Form QR code which is included in the box, or email it to us at [email protected] and we can review.
Firstly please take some photos of the fish in the sealed bags and then again once released into the tank. Please ensure these are good pictures showing the side view of the fish, top view etc as best as you can.
Email us with the concern and issue you have with attached pictures to - [email protected].
Then wait a few days for the fish to settle. During transit fish can lose their colour and they can take a few days of settling into their new home to regain that colour (some will do this faster than others).
Also, the images on the website are examples only and in some cases where males and females look different it is usually an adult male that is displayed in the photo. This is to show you what the fish will most likely look like.
We mostly ship juvenile fish which could be male or female and most won't look like a matured full grown adult, usually duller in colour till they start to mature (this can differ species by species).
If you still feel you were sent the wrong fish after waiting a few days please take a few more pictures (as clear and as accurate as possible) and email them through to us so we can investigate this further. If it is found for some reason they are wrong we will honour a claim for the incorrect fish.
Due to TAS quarantine restrictions, LiveFish can only send you dry goods and Marine fish without a permit.
We are unable to send any Freshwater fish, Invertebrates and Aquatic plants.
No, unfortunately they cannot. It is not a service they offer.
Orders over $150 are eligible for Free Shipping.
Delivery is $22.00 for orders under $100.
If your order is over $100, shipping will be discounted to half price - $11.00
We do have a minimum buy of $25.00 worth of product.
Please note, some orders will have a Regional Area Surcharge applied separately to the shipping costs - you can read more about that here.
We can deliver to almost anywhere across Australia, with delivery to your door in most areas. For very remote rural areas you may be required to collect from a local depot/ drop off point, but most orders are delivered to your door.
All Livestock are shipped with TGE via a "premium" air express service. Delivery is 24-48 hours from us sending out the order.
Some of the heavier dry goods are shipped with Australia Post and other couriers pending which depot is sending the item and where you are located.
Once payment is received, your order is then processed and passed to the dispatch team to go through our shipping and packing process. The status of your order will change as it progresses and is visible when you are logged into your account.
All orders where payments have cleared have the status of 'Processing'. This means we have received your order and payment. Once your order status changes to 'Being Prepared' it means we are getting ready to pack your order.
Monday, Tuesday, Wednesday and Thursday are our packing and shipping days.
Delivery is usually overnight but please allow up to 48 hours for your order to arrive.
You will receive an email with shipping details on the day the order is shipped so you can track the delivery progress.
The order status will change to 'Complete' once shipped.
There are many ways to safely unpack and release your fish. We have made a few suggestions on our page "Tips for unpacking and releasing your fish".
Click on the link to find out more - Unpacking my fish
Unfortunately we are unable to send you any Shrimp, Crayfish, Freshwater mussels or any Crustaceans if you live in WA.
WA Quarantine won't allow any plants, snails, mussels, shrimp, crayfish, Saratoga, Lungfish or large bodied eastern natives into the state - Fines can apply.
You can apply for permits for some of the above fish, such as Barramundi, but this has to be done through WA fisheries / quarantine.
Western Australia customers do incur a Quarantine Inspection Fee, BUT we pay that Fee for our customers. If you ever get a bill in the Mail from WA Quarantine, let us know so we can get that refunded for you.
We prioritise shipping out WA orders on Monday, however some metro orders can leave later in the week. If you have any questions about when your order is leaving, contact us [email protected].
We will certainly try to fulfill any requests you have. Please note that request fulfilment comes down to what type of fish, the size and what is available at the time of packing your order. Please email us [email protected] with any requests, and our team will add them to your order. Requests for gender and colour cannot be 100% guaranteed.
That is a heat pack we use in colder months. All our heat packs are disposable and are not reusable, so please throw them out.