Frequently Asked Questions

Please read our FAQ before sending us a message.

What are the expected delivery times for live fish?

We ship all our live fish out Mondays and Tuesdays ONLY with expected delivery to take less than 24rs. Since COVID-19 has impacted all the couriers, deliveries can take up to 48hrs to arrive. If it has been more than 48hrs since you recieved your tracking please complete the lost or late delivery form so our staff can locate your shipment.

 

My tracking is not working or has no further scans?

Its not uncommon for parcels to show no further scans from “picked up” until it has reached the delivery location. 

Due to Covid, drygoods are taking up to 30 days to be delivered to some locations. Unfortunately this is outside of our control. We apreciate your patience if this is your experience.

Live Fish, Frozen Goods and Live Plants delivery is expected in 24hrs (may take an extra day to locations outside main metro areas.)

If you are waiting on a Live Fish, Live plants or Frozen Goods delivery and have recieved your tracking and the tracking does not say “Onboard for delivery” please wait 48hrs before completing the form.

How long can the Live Fish last in the bags?

We use specially designed live fish tranportaion bags, these bags can easily keep fish alive for up to 3 weeks depending on other conditions. If your delivery is late there is an excellent chance your fish will still be fine. Please wait until its been 48hrs before completing the form for our staff to lacate your shipment.

I'm not going to be home what should i do?

All our parcels are given an ATL with a courier, If the courier believes that it is safe to leave the parcel they will. For live fish orders please note leaving parcels ATL any longer than 2 hours will void any DOA claims. Live fish parcels returned to post offices or depos will also void any DOA claims. It is best to ensure someone is going to be home to recieve your shipment. If your shipment is taken to a post office or depot it is best to collect them as soon as possible.

I have not recieved my tracking number?

If your order shows as ‘processing’ it is awaiting our next available shippig day. If it shows ‘completed’ it has been sent and is on its way.

All live fish, live plants and frozen goods are sent Mondays and Tuesdays only and not in weeks that contain public holidays due to possible delays. If your order contains these it will be held until the next shipping day.

99% of our parcels have tracking numbers that we send to you via email. Some small parcels no thicker than 2cm may not have a tracking number.

All larger parcels will contain a tracking number in the order complete email. You can also find your tracking number by clicking on this link  Track my order

Tracking numbers strating with

V1ZZ – Startrack

33TEC – Australia Post

601 – Australia Post Satchels

TMP – Australia Post Registered Flat Pack

MP, QI, RC – Aramex (Formaly Fastways) 

BAVH – TOLL

 

 

I think im missing part of my parcel?

Sometimes we have to spilt your parcel into more than 1 box (this is common when an order contains both live fish and drygoods or if there are heavy or bulky items)

Our system only allows us to send you 1 tracking number (the main parcel) but we do keep any other tracking on file. Although the parcles leave our store at the same time they may be split or sent with different couriers and may arrive at different times. Please allow suffiecient time for the remainder of your parcel to arrive. If you think there is a parcel yet to arrive and would like to get your tracking number for your missing stock please fill out the form. 

What courier is my parcel with?

Tracking numbers strating with

V1ZZ – Startrack

33TEC – Australia Post

601 – Australia Post Satchels

0307 – Australia Post Satchels

TMP – Australia Post Registered Flat Pack

MP, QI, RC – Aramex (Formaly Fastways) 

BAVH – TOLL

My live fish are sitting at the airport?

If your live fish tracking is showing ‘Brisbane airport’ it means your fish are on their way. They may be awaiting a flight, on a flight, or even at your local depot. Often the next tracking scan is not until they are loaded onto your local van for delivery. if it has been 48hrs and no further tracking updates have occured please fill out the form so our staff can locate your shipment.

My parcel says delivered but i have not recieved it?

 

If your parcel tracking is showing it has been delivered but you have not received it please check with other household members who may have received your parcel on your behalf. Also check outside your home in any location a courier may have deemed a safe place to leave it for you. If you still cannot locate your parcel please contact us using the form so that we can seek information from the courier about the status of your parcel. It is important that if your parcel has been delivered to an incorrect address that it is followed up quickly.

LATE OR LOST DELIVERY FORM

    * Please note the office is closed Saturdays and Sundays, no emails are answered during these times.