Shipping Policy & Local Pick Up
Local Pick UpNote:
Minimal order amount is $50 for local pick up Local pick up is on Sunday at our market store. Monday- Saturday local pick can be arranged from 9am-8pm from Lidcombe Aldi. Please give us at least 48 hours notice for pick up and send a text message to our mobile number: 0478 757 332 with your Name, Order Number, and 2 preferred times you are able to pick up.
- Order dispatch and Shipping Times
- Orders are dispatched every week on MONDAYS only.
- Orders must be placed by 5pm Saturday to be shipped the coming Monday.
- Orders placed after 5pm Saturday will be shipped the following Monday.
- Orders are delivered are usually delivered 1-3 days after dispatch but can take up to 5 days. Orders are dispatched from our Sydney Metro warehouse and tracking numbers will be provided via email.
- Where we ship
We only ship to NSW, VIC, QLD, ACT and SA. Due to strict quarantine requirements, we are unable to ship to WA, NT or TAS.
All orders can be shipped to any physical address in Australia including your home or work. We cannot ship to PO Boxes. It is best to receive the delivery in person so your fish can be acclimated to their new home as soon as possible.
If no one is home to receive the order, our couriers may leave your order in a safe place at the front door. Zen Aquarium cannot guarantee that a live fish delivery left unattended at the address, returned to depot or post office. Buyer accepts risk if unable to personally receive order.
If courier must arrange redelivery due to address being unattended, we may charge an additional fee.
- Shipping Restrictions
Due to strict quarantine requirements, we are unable to ship to WA, NT or TAS. Remote locations – please contact us before placing an order as some remote locations cannot be reached within 72 hours risk loss of fish life. We care very much for our fish and cannot ship to any area that cannot be reach within 72 hours due to the risk for the fish.
You can only purchase koi fish if you live in NSW and ACT. **PLEASE do not add koi fish to your cart if you are outside of NSW/ACT there will be no exceptions * This will be deleted from your cart and your money refunded or your whole order will be cancelled, this will hold up the shipping of your other fish. Note: If payment was made with Paypal; Paypal fees will not be refunded.
- Authority to Leave (ATL):
This service is available with any home delivery orders. An address must first be considered accessible and safe by the courier. If it is, they will then leave it in a safe place.
All fish will be shipped with Authority to Leave, you accept full responsibility and Zen Aquarium cannot be held liable if your order goes missing after it has been deemed delivered by the carrier.
*Sydney metro: Flat Rate $25 *Other areas rate shipping of $40, examples: Brisbane, Gold coast, Sunshine Coast, Adelaide, Gosford, Newcastle, Wollongong, Albury, Canberra, Melbourne, Central Coast *Regional area are areas not listed above from $50
Live Fish Delivery
We take great price in the care of our fish; however, fish undergo stress during transit. On the rare occasion that someone was there to receive the order and the fish arrive deceased. We offer an ‘Arrive Alive Guarantee’.
We will give you a full refund less shipping cost of the deceased fish if our terms are met.
Note: If payment was made with Paypal; Paypal fees will not be refunded.
Photo must be taken of the fish in the bag it arrived in that is unopened and email the photo to firstname.lastname@example.org along with your invoice number within 6 hours of delivery.
Photos must be accurate photos of each deceased fish in original sealed bags that is unopened.
Photo of deceased fish in open or tampered with bag will not be subject to our ‘Arrive Alive Guarantee’.
Any deliveries left at premises, returned to depot as a result of the address being unattended are not subject to the ‘Arrive Alive Guarantee’.
PLEASE NOTE: There is no guarantee for snails sent for online orders. All care is given but they are order at own risk. There will be no DOA claims for snails.
If something doesn't match up to your order, please take a photo of the fish in the bag they arrived in and email the photo and your invoice number to email@example.com and our team will be in contact to resolve any issues.
Cancellations and Returns
We are unable to cancel orders once dispatched so please select carefully. We cannot accept returns of live fish for the health and safety of our fish. Packaging and shipping live fish is complicated and many die if not packed and shipped properly. Fish are checked for good health prior to shipping. Please be ready for your fish to arrive, responsibility of the fish passes to buyer after delivery. Transit is stressful for marine life, please ensure proper aftercare to given to fish once they arrive, this includes but not limited to acclimation procedures. Death/disease after arrival are not covered by our ‘Alive Arrive Guarantee’. If there are issues, please notify us of the issues on the day of receiving the fish. All shipping costs (including those relating to warranty issues) are the responsibility of the buyer and we cannot accept any liability for loss or damage to items while in transit. If an item with a major fault or incorrect items shipped a refund will be provided. Please contact us and provide proof of purchase and photo evidence of fault or incorrect items. We will advise you on next steps.
We are unable to accept request for specific fish from the facility for online orders. Fish are selected at random from our tank. We upload updated pictures of the batch of fish with every new batch, fish are selected randomly from that batch. Unless fish are specified by sex in our products page, we are unable to accommodate request for a specific sex. Sizing is approximate and due to the nature of livestock. Some size variation can be expected. If you want to choose your fish, visit our store (open every Sunday) at Paddy’s Flemington Market Building D/250-318 Parramatta Rd, Homebush West NSW 2140.
Prices may vary between our online and physical store due to varying customer offers. We are unable to offer price match any differences in price. Prices displayed online are current at the time of issue, but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.
A tracking number is emailed after the order to booked through our courier. Tracking numbers are generally updated at midnight by the courier company, and we are not responsible for any delay in updated tracking details. Please check your order once tracking details are updated to ensure your order is on its way. You are responsible for following up with the courier company with the tracking number.
Availability of Goods
All orders are made subject to availability. While try our best to ensure goods are available for delivery, there may be some circumstances where goods are unavailable. Where we cannot fill your order, or part of your order, we will notify you are after you complete your order. We will refund in full all amounts you have paid in respect of such unavailable delivery of your order.
Packaging for Delivery
We love are fish and we are sure you do too. That is why we take great care in preparing and packaging our fish. We make sure our fish have plenty of pure oxygen and water in carefully sealed bags that is then carefully placed in a Styrofoam box. We clearly label our packages to identify ‘live fish’ so care is taken in transport. We add heat packs/ice packs that last 40-72 hours during the cooler/warmer months to make sure your fish are comfortable on their journey. In cases of extreme weather conditions in some areas, we may hold your order back until more suitable weather conditions permit the safe delivery of fish. We will contact you via email in these cases.
Responsible Pet Ownership
As a responsible fish retailer, we do not support impulse buys of any pets including our fish. We reserve the right to refuse sales if proper care cannot be provided. Please have all proper preparations ready for the arrival of your fish.