Livestock DOA Policy
We DO NOT offer DOA (Dead On Arrival) replacement on any livestock sent through ARAMEX services.
We DO offer DOA replacement/credit on livestock sent through an airport to airport service or StarTrack services (for individual livestock valued over $500 please contact us before purchase).
The following criteria MUST BE met for the guarantee to be applied:
StarTrack DOA Guarantee
For Metro customers, we offer a complete re-ship of the fish or a complete refund/replacement credit at our discretion.
For Rural customers, we offer a 50% re-ship of the fish or a 50% refund/replacement credit at our discretion.
Please note: Freight costs are not covered under the StarTrack DOA Guarantee!
Return Policy
We cannot accept returns of products once they have been opened or used. Before opening and using any product, please check the packaging to ensure you have received the correct product. If the packaging and it’s contents are still in a new and saleable condition, you may return them to us with 7 days for an exchange, credit or refund (excluding shipping costs). Return shipping charges incurred are the responsibility of the customer.
Shipping Costs
We offer a range of freight options for livestock and dry goods.
These include:
To check your nearest Virgin Cargo location click here.
For rural areas, courier can sometimes take longer than the ideal timeframe for live arrival. Please contact us so we can discuss the best possible modes of transport for you.
For quarantine states (NT, WA & TAS), contact us before purchase. These states require paperwork and do not allow all species.
If you have any other queries in regards to the best form of transport for your livestock, don't hesitate to email or call us.
Shipping Costs – Dry Goods
To minimise & reduce costs, we offer fixed $20 shipping costs, for dry goods in Australia regardless of the quantity. This offer excludes bulky items. With livestock, we do our best to keep prices low. Offering livestock shipping FROM $35 based on your location.
Delivery Time Frames
The services we use endeavour to deliver within 24 hours of shipping, however, this can be subject to delays/unforseen circumstances.
Bulky Items
Bulky items are those with either a significant weight or large cubic volume. Products will be marked as bulky on their sales page. This generally only includes aquariums and buckets of salt.
Due to each Bulky Item being a different shape and weight, our Bulky Items Base rate is only a QUOTE - you will be contacted if the shipping is extra and an invoice will need to be paid before the item is shipped out.
PO Boxes
Our couriers cannot deliver to Australia Post owned properties – this includes post offices, PO boxes, locked bags, parcel lockers or parcel collect locations.
Delivery Tracking
All orders placed online will be delivered with trackable information. Once your order has been dispatched simply use the tracking ID on the courier page or view our Order Tracking page.