Shipping policy

Shipping & Livestock Terms — Aquarium Gallery

By placing an order with Aquarium Gallery, you agree to the shipping terms outlined below. Please read this in full before checkout, particularly if you are ordering livestock or live coral.

1. Shipping Rates (Australia-Wide)

Order Type Cost
Standard shipping $28.95
Livestock shipping $44.95
Orders $250+ Free freight*

*Free freight applies to standard orders where stock is available. "Bulky" items are not always included in free freight — see Section 2.

Livestock box allowance: One shipping box is included per $250 spent on livestock. Orders requiring additional boxes will incur extra shipping charges — we will contact you if this applies to your order.

Estimated delivery time: 2–5 working days from dispatch, stock availability permitting.

2. Bulky & Oversized Items

Some items require additional shipping charges regardless of total order value. This typically includes:

  • Bulk hardscape and substrates
  • Large canister filters
  • Aquariums and cabinets over 10kg

If your order contains bulky items, please contact us before checkout for an accurate shipping quote — [phone/email].

3. Store Pickup — Perth Customers

Local pickup is available from: 9/48 Prindiville Drive, Wangara WA 6065

⚠️ Please wait for confirmation that your order is ready before coming to collect it. Orders cannot be collected on the same day they are placed unless confirmed by our team.

4. Livestock Shipping — Please Read Carefully

Livestock (fish, corals, invertebrates) requires special handling. The points below explain why delays sometimes occur, and what is required of you as the customer.

Dispatch Days

Livestock is shipped Monday to Wednesday only. This avoids parcels sitting in transit or in courier depots over the weekend.

  • Orders placed after our weekly cutoff will be dispatched the following week.
  • Tracking details are sent once your order has shipped.
  • Livestock ships via overnight, door-to-door courier service to most major Australian centres.

When We May Delay or Hold Your Order

We will not risk livestock welfare to meet a delivery date. We may reschedule dispatch due to:

  • Extreme heat or cold along the delivery route
  • Severe weather events
  • Courier network disruptions
  • Public holidays
  • Coral recovery time after fragging
  • Fish/livestock quarantine requirements

If your order is delayed for these reasons, we will contact you to arrange the next suitable shipping date.

Rural, Remote & Interstate Delivery

  • We cannot guarantee overnight (24-hour) delivery to regional, rural, or remote areas.
  • If delivery is likely to exceed 24 hours, our Live Arrival Guarantee does not apply, and shipment proceeds at the customer's own risk.
  • Some rural areas may only be serviced via airport collection — please contact us in advance if this applies to you. Additional fees may apply.
  • Tasmania: livestock orders may be delayed due to mandatory biosecurity pre-approval requirements.

5. Live Arrival Guarantee (DOA Policy)

Our Live Arrival Guarantee applies only to eligible livestock delivered within 24 hours of dispatch.

The Guarantee Does NOT Apply If:

  • Delivery took longer than 24 hours in transit
  • The parcel was delayed due to a missed delivery attempt or customer unavailability
  • Incorrect shipping address was provided at checkout
  • The delivery address is in a regional, rural, or remote area outside guaranteed overnight coverage

To Make a DOA (Dead on Arrival) Claim, You MUST:

  1. Photograph the livestock while still in the sealed, unopened bag
  2. Ensure the shipping label is clearly visible in at least one photo
  3. Email these photos to us within 4 hours of the recorded delivery time
  4. Only after photos are taken — remove and acclimate the livestock as normal

Claims submitted without sealed-bag photos, or outside the 4-hour window, cannot be accepted, no exceptions.

Approved DOA claims are issued as store credit only. Shipping costs are non-refundable.

6. Your Responsibilities as the Customer

By ordering livestock, you agree to:

  • Be available to receive the parcel on the first delivery attempt
  • Monitor tracking and collect the parcel promptly once delivered
  • Acclimate livestock correctly upon arrival

Aquarium Gallery is not responsible for loss or death resulting from:

  • Missed deliveries or parcels left unattended
  • Incorrect shipping details provided at checkout
  • Courier network delays outside our control
  • Improper acclimation or unsuitable tank conditions after arrival
  • Stress or loss occurring after livestock has been removed from the shipping bag

7. Liability

Once a shipment leaves our facility, responsibility for delivery timing transfers to the courier. While we assist with transit issues where we can, Aquarium Gallery does not guarantee courier delivery timeframes and our liability is limited strictly to the terms of the Live Arrival Guarantee above.

Questions Before You Order?

If you're unsure whether your area is covered by our Live Arrival Guarantee, or have questions about delivery timing, weather holds, or livestock suitability for your location, contact us before placing your order — we're happy to help you plan the safest delivery window.