Live Fish DOA (Dead on Arrival) Policy

Shipping Guidelines Overview

Our live fish delivery timeframe is usually 24–48 hours, however in some scenarios it may take up to 3 days due to courier networks, weather, or regional routes. For other (non-live) orders, please track your parcel using the tracking link provided in your dispatch email.

Please ensure your shipping address is accurate and complete. Incorrect or incomplete addresses may cause delays, threaten fish welfare, and may void eligibility under our DOA (Dead on Arrival) policy. Live fish cannot be shipped to P.O. Boxes or Parcel Lockers.

Please ensure someone is available to receive the delivery on the expected arrival day. Unattended deliveries (including parcels left outside, exposed to heat/cold, or collected late from a depot) are not covered under our DOA policy.

Acclimation Required (Important)

Acclimation is the process of introducing fish to new water conditions without causing shock. Sudden changes in temperature or water parameters can seriously stress or even kill fish. On arrival, please stabilise bag temperature by floating the sealed bag (typically 15–30 minutes), then gradually mix small amounts of tank water into the bag over time before releasing the fish. Keep lights dim and minimise stress during transfer.

It’s normal for fish to appear pale, stressed, or less active after transit. Most regain colour and normal behaviour after proper acclimation and settling in.

Packaging & Dispatch Standards

Your fish will be carefully packed in square-bottom fish bags with clean freshwater, then filled with 100% pure oxygen, sealed securely, and placed into a Styrofoam insulated box with protective packaging.

We may cancel or delay live fish orders to protect animal welfare due to extreme temperatures, fish health concerns, or stock limitations. Our guarantee covers livestock only. Shipping fees are non-refundable. Orders containing dry goods may arrive separately and may take longer than live fish shipments.

Before Ordering Live Fish

Please ensure your aquarium is fully cycled, you have adequate tank space, and your water parameters match the species requirements. Check compatibility carefully and stock gradually to maintain water quality. Avoid feeding new fish for the first 24 hours (feed existing fish before introducing new arrivals).

Before purchasing live fish, please ask our staff about the ideal water conditions for the species. We will always endeavour to advise best compatibility, however fish temperament can vary between individuals.

DOA (Dead on Arrival) Claims — 2 Hour Window

DOA claims must be submitted within 2 hours of delivery (based on courier tracking / delivery scan). To claim a DOA, we require sufficient proof: clear photos and a short video showing the fish in the original shipping bag and the condition of the box/packaging.

We do not accept DOA claims if the fish has been released into your aquarium or another container, or if the fish dies after arrival in your tank (including due to water parameters, aggression, acclimation, or disease exposure).

Resolutions, Incorrect Items & Store Credit

Where a DOA claim is approved, a refund or store credit may be issued for the livestock item value. We do not re-send live fish for DOA claims.

Incorrectly fulfilled orders may result in a 50% store credit for the mistaken fish, subject to evidence and assessment. Please contact us immediately on arrival.

No Returns / No Refunds for Live Fish

Due to animal welfare, biosecurity, and health risks, we do not accept returns of live fish under any circumstances. Roxy Aquarium is unable to replace or refund for any loss of fish after it leaves the store, or after it has been placed into a customer’s aquarium, including losses caused by other fish attacking them.

We are unable to replace or refund for incompatible or aggressive fish purchases (including aggressive cichlids). Please make your decision carefully before purchase. No returns, no refunds.

Quarantine (Highly Recommended)

For best results, we recommend quarantining new fish where possible. A simple quarantine tank helps reduce stress and allows monitoring before introducing new livestock to the main aquarium, protecting both new arrivals and existing fish.

Australian Consumer Law (ACL)

This policy operates in accordance with Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. Customers are entitled to a replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage.

We do not ship live fish to NT and TAS due to quarantine restrictions. For WA, quarantine checks may apply, and the WA Quarantine Department may inspect, bill the customer, and/or seize goods.