Shipping and General information

Shipping and General Information.


WINTER 2021 UPDATE


Winter can be a difficult time to ship fish due to the cold weather - Usually we will not ship to any destination that is more than an overnight delivery. We will also not guarantee that we will ship an order on the week it should go out if we feel like there will be lower than usual temperatures in your area for the safety of the fish, and may hold the order back a week.

If you know that your delivery usually doesn't arrive the day after we send it, please speak up at the time of ordering (its ok to leave a message in the comments) so we can investigate the best courier option to try and get the order to you overnight. It is very important.

It is also very important that you check your tracking number the morning following your shipment notification and check that the tracking is moving and it says 'Onboard with courier' or similar so that we know it will be delivered that day. Please notify ASAP via email if this hasn't happened on your tracking so we can contact the courier and try to push them to find your box and deliver during the day. Emailing at 7pm at night saying it didn't arrive leaves no time to get investigations started with the relevant courier service team.

Because we offer full alive arrive guarantee on fish (excluding shipping costs) we reserve the right to cancel orders if we do not believe we can have the fish delivered safely, or if the customer insists - we can send at your own risk.

Please check your 'Junk/Spam' folder in your email if you feel like you are not receiving emails from us like order confirmation or shipping confirmation.

 

Please read all of the information on this page. By placing an order, you agree to everything below, including the Arrive alive guarantee conditions.

Freight Costs 

All Freight is sent by overnight courier to your door, we can not ship to P.O. boxes

Sydney Metro --- $16.50 (free shipping if over $120 order value) If you are unsure if you live in 'Sydney', please use google to find out. Wollongong is not in Sydney for example. Alot of people are submitting their orders and selecting 'Sydney' but do not live in the area. If you do select the wrong shipping option, we will send you an email to have the balance paid and can ship once it is all sorted out correctly, but please play attention to this in checkout to make it as smooth as possible :)

All Other Areas --- $25 (excluding surcharge Areas) Surcharge areas will be offered to pay the surcharge or we can cancel the order no problems. (There is no free shipping option to anyone other than the Sydney shipping above)

PLEASE NOTE AS OF JUNE 2021 - We cannot ship to WA, NT or TAS.

***Some remote areas do attract a surcharge. We will notify you before shipping if you fall into one of these areas. If you are unsure feel free to contact us to check if you fall into one of these areas. We will list here as these become apparent:
The entirety of NT, Deniliquin, Wee Waa. Pomona, Kewarra Beach

 

 

Arrive Alive Guarantee

We offer a 100% live delivery guarantee on all our fish, plants and other aquatic life (except invertebrates). 

1. If something in your order arrives dead, please take a photo of it in the shipping bag unopened and send to us via EMAIL on the same day the fish arrives. Claim will not be processed unless a clear photo of the fish is sent on the day of arrival in the UNOPENED shipping bag. (If you do not email photos, the claim will not be considered. 'My wife threw them out' or 'They are already in the bin' or 'My child is upset so i got rid of them fast' etc. is not acceptable)

2. Claims must be sent via email to admin@allfish2u.com so they can be processed - phone calls, SMS and Facebook messages do not apply, they must be emailed to the above address and all correspondence will be carried out via email. 

3. If there is something that arrives dead in your order - we do not resend - we offer refund only.

4. When your order has been shipped, you will receive a tracking number for your order. It is VITAL that you keep track of this number and let us know by 4pm the following day if your box has not arrived. We will try to chase up the delivery on our end but it also helps if you try to call from your end as the courier companies seem to take it seriously when both Sender and Receiver are hassling them.

5. Cover is for livestock only - Freight paid is non refundable.

PLEASE NOTE: There is no guarantee for shrimp, snails, mussels sent for online orders. All care is given but they are order at own risk.

 

 

Q. Where can you ship to?

The only restrictions to orders are as follows:

NT customers -  we can no longer ship to NT

TAS customers - we can no longer ship to TAS.

WA customers - we can no longer ship to WA.

Koi can only be sent to NSW and WA 

Some areas do have a freight surcharge applied. If you live in an area that might be remote or you have experienced surcharges before on deliveries - please email us to check or we will tell you before shipping and you can have the option to either pay the difference or have your order cancelled and refunded on the day. If you wish to order our fish, we will try to avoid any surcharges by checking with all our couriers to find the best outcome - but if one is forced upon us by a courier, then it must be paid. 

Q. I just placed an order, when can I expect it to arrive?

All fish and plants are shipped with a courier service that offers an acceptable delivery timeframe (Usually takes 24hrs, but sometimes 48 hours in transit).

Orders are ONLY shipped on Tuesdays and Wednesdays; your order must be in-by 5pm Saturday for your order to go the coming week. Orders placed after the cut off time will go first on the Tuesday or Wednesday the next week. (if we have time to pack more orders, we will continue to pack and get them out but no guarantees)

You will be notified via Email when your order is shipped with a tracking number so you can track the delivery progress. If you are expecting an order from us and no emails arrive, please always check your SPAM folder.

Orders can be shipped to your home, work or any other physical address you specify (orders cannot be shipped to PO Boxes).

Live Plant orders need to be completed by Saturday 5pm (with the live fish cut off time) night for shipping Tuesday/Wednesday, otherwise they will be sent the following week. Fish/dry goods ordered along with plants, will be sent the same day as the plants.

Once you place an order, our system sends you a confirmation email. If you do not get this, please check your 'Junk' folder in your email account. Likewise, the shipping notification could have gone to your junk folder as well.

Q. How are fish sent from online orders?

Fish are packed with the utmost care in insulated foam boxes with pure oxygen. We use specialised heat packs during the cooler months to ensure the fish have a consistent temperature and are comfortable. Our heat packs are designed to heat for 40hrs.

Q. What sort of guarantee do you offer for livestock sent via courier?

We offer a 100% live delivery guarantee on all our fish, plants and other aquatic life (except invertebrates). If something in your order arrives dead, please take a photo of it in the shipping bag and send to us via email ASAP. It is VITAL that you follow your tracking and notify us that your fish have not arrived the day after you receive your shipping notification. 

If there is something that arrives dead in your order - we do not resend - we offer refund only.

PLEASE NOTE: There is no guarantee for shrimp, snails, mussels sent for online orders. All care is given but they are order at own risk.

Q. My Tracking Number doesn't work, why?

Tracking numbers are usually not activated until midnight the day of shipment. The online tracking service is NOT powered by AllFish2U and we are not responsible for the delay in the information provided by the online tracking service. 

Q. Can the courier give me a call when he is about to deliver the package?

A. No, we have no control of the couriers service, and no couriers service will be able to do this, yes it would be great, but sorry couriers will not contact you when they are about to drop off the package.

All orders are sent with 'Authority to Leave' at the delivery address, if you need to ensure a signature is obtained, please advise in the comments section of your order, or consider sending to a work address.

Q. Can I pay via Direct deposit?

Yes, you can but a few things to keep in mind. Your order will be shipped once funds have cleared in our Bank Account, so please process your payment as soon as possible so that there is not a delay in your order being shipped. For example, placing an order on Saturday and then paying on Wednesday and expecting it to be shipped the same day may not be possible and your order may be delayed till the following week.

Q. Can I pick If I get Males, females, certain colours from assorted lots etc.?

At the moment we cannot accept this type of request, Fish come to us unsexed, and are shipped out at random, your best chance is to order a group of fish. You can place a request for what you would like in the comments section and if we can accommodate this, we will do what we can for you, but no guarantees. Fish marked as Pair are generally Male and Female. If it says 'Male Only' for example, then it is males only so to avoid disappointment please don’t assume females are available.

Q.I think the fish you sent are the wrong, they don’t look like the photos off the site, what do I do?

Its best to wait a few days as fish will arrive stressed from transit and lose their colour. 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. The fish usually develop their colours very quickly. If you feel you were sent the wrong fish simply take a photo and send it into us so we can investigate. No claims are accepted because the fish doesn't look like the photo, for the above reasons.

Sizing is approximate and due to the nature of livestock. some size variation can be expected. Some fish may not look like you would expect when you open the box. A bright blue cichlid can fade out to almost white but then regain its colour once settled into the aquarium.

Q. Items that were on your website are not showing now, do you still stock them?

Generally, if an item has been removed from the website, it is now out of stock. Placing an item in your cart does not reserve fish for your order. The only way to reserve fish is to submit your order and ensure that it has been paid in full.

Q. Do you accept Returns? Can I cancel an order?

Due to complicated packaging and shipping procedures involved in handling live fish and plants we cannot accept any returns. Please make your selection carefully.

We can cancel orders but only before dispatch. If you pay via PayPal, the PayPal fees will be deducted before refund is made.

Q. What Payment options do you accept?

We accept PayPal, Bank Deposit/Internet Transfer and Zip Pay 

Q. How long are Online Specials Valid for?

Online specials are generally changed with each new update of the website and could be once a week, twice a week etc. Please note that Special prices are only valid whilst displayed on the website and will not be backdated.

To claim a special price for shopping in store, simply notify the staff member prior to catching your fish that you would like the special price as shown on the website and they can direct you to the fish advertised.

Q. Are all items covered by the flat rate Delivery charges above?

Dry goods and plants that can fit into the boxes when packing can be sent for no extra charge. Bulky items and things like large pieces of driftwood with Anubias attached for example may attract a freight surcharge.

Q. Do prices on the website represent pricing in store?

With *Most* Live fish, this is the case. You will need to notify any special prices that apply to the person serving you in the shop, as they change often we do not always get a chance to update pricing in the shop.  With live plants and dry goods prices may vary from online to instore pricing and will not be matched.

FINAL NOTES
 

Claims and disputes MUST have photo evidence attached - please do not email without the photos as it is a requirement. ALL communication is to be conducted via email. We do not recognise Phone calls, Text messages or Facebook messages when it comes to online orders.

Sample photos only on listings, not actual fish in stock. Some variation is to be expected. Keep in mind that some fish look different at different ages. for example a Juvenile Red Devil Cichlid might be brown, where the adult is an Orange red colour.

Unless stated in item Title, we catch as they come and do not separate Males or Females so you could get either sex.

For stock compatibility, if you are unsure we suggest doing some research first or calling to ask staff and we can give you advice on which fish will go together well. Orders are dispatched as ordered on your orderlist.

PLACING AN ORDER SIGNS THAT YOU HAVE READ THIS PAGE AND AGREE.

 

Gift Card T's and C's

- Gift cards have 3 years from the date of purchase to be used

- Can only be used in store or through our website

- Can not be refunded or exchanged for cash

- Can not be topped up

- Once purchased the code will be emailed to you by a staff member a.s.a.p.