ROXY AQUARIUM

Live Fish Policy

Thank you for choosing Roxy Aquarium. Let’s ensure the best for your aquatic friends. Happy fish keeping!

Live Fish are shipped all over Australia except (WA, NT & TAS)

LAST UPDATED: 08/10/2023

Live Fish

Roxy Aquarium ensures any fish that are sold are healthy. We reserve right to not to sell any particular fish for any reason.

Shipping Guidelines Overview

  • Our Live Fish delivery timeframe is usually 24-48 hours. In some scenario it might take up to 3 days.
  • For other regular orders you can track your order here.
  • Ensure your shipping address is accurate. Inaccurate addresses threaten fish welfare and void our D.O.A (Dead On Arrival) policy.

  • Fish cannot be shipped to P.O. Boxes or Parcel Lockers.

  • Ensure someone is available to receive the delivery. Unattended deliveries are not covered under our D.O.A policy.

  • Upon arrival, acclimate fish to their new environment. This includes stabilizing bag temperature in the tank and mixing tank water gradually.

Acclimate

Acclimation is the process where you introduce a fish, coral, or invertebrate to new water conditions without causing shock that would harm the animal. If you remove a fish from a tank where the water is maintained at 75 degrees, and place it in a tank with 80 degree water, the fish could die from shock.

If you'd like to claim a dead fish, we need a sufficient proof (photos and videos) of the dead fish in the shipping bag. We do not accept claim if the fish dies in your aquarium.

Terms & Conditions

  1. We may cancel or delay live fish orders due to:

    • Extreme temperatures.
    • Fish health concerns.
    • Stock limitations.

  2. Our guarantee covers only the livestock. Shipping fees are non-refundable.

  3. Orders including dry goods may arrive separately and take longer than live fish shipments.

  4. In case of D.O.A, store credit may be issued. We won’t resend fish.

  5. Incorrectly fulfilled orders will result in a 50% store credit for the mistaken fish.

Before Ordering

  • Ensure tank space and that it’s fully cycled.

  • Check fish compatibility and water parameters.

  • Stock the tank gradually to maintain water quality.

  • Refrain from feeding new fish for 24 hours. Feed existing fish before introducing new ones.

  • Fish may appear pale post-transit. They’ll regain color after acclimatizing.

Before Purchasing Live Fish, please ask one of our friendly staff about the condition of water that they should be treated in. The fish purchased from the store, should be treated with similar water condition to prevent from any loss.

The temperament of all fish can vary, and Roxy Aquarium will endeavor to advise the best compatibility for your aquarium.

Your fish will be carefully packed, in square bottom fish bags, with freshwater. We then inject 100% pure oxygen into the bag and close it off. We then place them in a Styrofoam box.

*For WA Customers, Please note that the WA Quarantine Department can check your shipment of live fish and bill the customer for this and/or seize the goods.

We do not ship live to NT and TAS customers due to quarantine restrictions.

Roxy Aquarium is unable to replace or provide refund for any loss of fish after it leaves the store. Roxy Aquarium is unable to replace any fish if other fish have attacked them.

We are unable to replace or refund for an incompatible or aggressive fish purchase like Cichlids. Please make up your mind before you buy. We do not accept fish return in any circumstances.

No Returns, No Refunds

FAQs

Missing fish in the order?

Before unpacking, check the order and email clear images of all fish bags to info@roxyaquarium.com.au. We’ll cross-check with our footage.

Incorrect fish received?

Errors may occur. Credits will be provided based on fish value.

Size dispute?

Send images of the fish on a ruler (before and after opening the bag) to info@roxyaquarium.com.au. Credits apply for significantly undersized fish.

Unavailable fish on shipping day?

We’ll refund missing fish. If a major portion of your order is missing, our team will contact you.

DOA Claim?

If you'd like to claim a dead fish, we need a sufficient proof (photos and videos) of the dead fish in the shipping bag. We do not accept claim if the fish dies in your aquarium.

Contact Us

Need a Help?

  • (03) 8313 5522
  • Messenger
  • info@roxyaquarium.com.au

Subscribe us