Frequently Asked Questions
Q. I ordered a package with Free Shipping, but have still been charged a Shipping Fee, why?
A. We do have some package deals that have freight costs included, this is for the package only. If you add extra items to the order you will be charged the Shipping fee.
Reason for this is we are charged by the couriers on size and weight per box we send, so these packages are done up as an easy option for customers who just want that item. With the price fixed to the weight and size of that box order, anything extra added to this will result in a heavier / larger or even second box being needed, So extra shipping charge applies will apply.
We do our best to keep shipping costs down for our customers.
Q. I just placed an order, when can I expect it to arrive?
A. All orders where Payments have cleared have the status of 'processing' meaning we have received your order and payment.
This order is processed and passed to the dispatch team to go through our shipping/ packing process where the Status will stay as 'Processing' or change to 'Being Prepared'
Sunday 5pm is cut off for orders to be shipped the following week.
Monday, Tuesday and Wednesday are our packing days for those orders.
Delivery is usually overnight from when we ship it out but please allow 48 hours.
You will receive an email with shipping details late PM on the day the order is shipped so you can track the delivery progress.
The order status will change to 'Complete' once shipped.
Q. How much does delivery cost?
A. Delivery is $22.00 delivered to your door
If your order is over $100, Shipping will be discounted to half price - $11.00
Orders over $150 are eligible for Free Shipping.
We do have a minimum buy of $25.00 worth of product before shipping costs.
With the exception of a few extra heavy items like Gravels and Rocks, but you will see a check box letting you know your about to order a item that does not qualify for free shipping.
Q. What payment options are available?
A. We accept Mastercard, Visa, Direct Deposit, Paypal, Debit cards.
We do have a 4 part payment option also available at the checkout.
You can pay with Zip Pay if you order on our webasite through the Zip app on your phone or computer.
Q. I paid direct deposit but the order is 'Pending'?
A. If you have paid via direct deposit, this can take up to 3 working days to clear in our account after you have deposited the money into our account.
You can deposit the money into our account via Bank app on your phone, online banking or by going into your local Branch. Our bank details will be provided in your email order confirmation if you have chosen to pay via Direct deposit.
Keep in mind if you order on a Sunday and pay direct deposit, it can result in your order being shipped the following week as payment won’t clear that same day. As all direct deposit payments are cleared once a week on a Sunday evening so these orders are shipped the following Monday, Tuesday or Wednesday from when the payment has cleared.
Q. How do I unpack my fish?
A. There are many ways to safely unpack and release your fish. We have made a few suggestions on our “Unpacking Page”
Click on the link to find out more - Unpacking my fish
Q. When will my tracking email be sent to me?
A. An email with shipping details will come through by 9pm on the day the order is sent.
You can track the delivery progress using the tracking number which will be provided. Tracking numbers are usually not activated until midnight the day of shipment.
The 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.
Orders are ONLY shipped on Mondays, Tuesdays and Wednesdays, your order must be in by 5pm Sunday for your order to go the following week.
Delivery usually takes 24 to 48 hours to arrive from when we ship it out.
Q. I don't live in a capital city, can your still send to me?
A. We can deliver to almost anywhere across Australia, with delivery to your door to most areas. For very remote rural areas worst case customer 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 Toll Priority or Star Track via a "premium" air express service. Delivery is 24-48 hours from us sending out the order.4
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.
Q. Can we have Shrimp sent to WA?
A. Unfortunately we are unable to send you any Shrimp, Crayfish, Freshwater mussels or any Crustaceans if you live in W.A
WA fisheries/ Quarantine won't allow - Any plants, snails, mussels, shrimp, crayfish, Saratoga, Lungfish or large bodied eastern natives - Fines can apply.
You can apply for permits for some of the fish not allowed into the state 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.
Q. I live in Tasmania what can I have sent to me?
A. 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.
You can ask about a permit through Tasmanian fisheries, but we have been told you can only apply for this if you are a Petshop/ Aquarium owner.
Q. I live in Northern Territory what can I have sent to me?
A. 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.
Q. Can I choose the sex of the fish, or colour etc..?
A. At the moment we cannot accept this type of request, Fish come to us un-sexed, and are shipped out at random, but mix a good mix being packed for each order is always attempted.
We will certainly try to fill a request for you, but this can come down to what type of fish, the size and what is available at the time of packing your order.
The best chance is to order a group (specially for the smaller juvenile fish).
Q. I think the fish you sent are the wrong, they don’t look like the photos off the site, what do I do?
A. Firstly its best to grab 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@example.com
Then wait a few days for the fish to settle. As fish will arrive slightly stressed from transit and lose their colour, this can take a few days of settling in to their new home to regain that colour (some will do this faster than others).
Also, the images on the website are examples only, usually of an adult male. This is to show you what the fish will most likely look like.
We ship juvenile fish which could be male or female and most won't look like a matured full grown adult, usually duller till they start to mature (this can differ species by species).
If you still feel you were sent the wrong fish after this time please take a few more pictures (as clear and as accurate as possible) and email them through to us so we can help with this to investigate this further. If it is found for some reason they are wrong we will honor a claim for those.
Q. I think the fish you sent are the wrong size, what do I do?
A. 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- firstname.lastname@example.org and we can compensate you with some store credit or look at options.
Q. I used a store credit (coupon) to pay for all of my order, but my status is "pending" why?
A. Just the way the website categorises these situations, if this happens, contact us and we will update your status and ensure it is sent asap.
Q. Items that were on your website are not showing now, do you still stock them?
A. Yes generally we do still stock them, items which are out of stock, no longer show on our website.
A lot of fish are seasonal so can be out of stock for a few months at a time, so in efforts to keep an easy shopping experience for our customers, if something is out of stock it won't show, but it will re-appear when it comes back in stock
Q. Can the courier give me a call when he is about to deliver the package?
A. No, unfortunately we have no control of the couriers service, we cannot make them do this. It is not a service they offer. Yes it would be great, but sorry couriers will not contact you when they are about to drop off the package.
Q. My box arrived with a little white bag in it, what is it?
A. That is a heat pack we use in colder months, it is a disposable item, and is not reusable, simply throw it out.