Shipping policy

Shipping Policy

Last Updated: 3 August 2026

At Tommy's Aquatics, we take great care in ensuring every order arrives safely and in excellent condition. All live livestock is packed using industry best practices to minimise stress during transport.

Shipping Days

To reduce the risk of livestock being delayed over weekends or public holidays, live livestock orders are generally dispatched Monday to Wednesday.

Orders placed later in the week may be held until the following shipping day to ensure the safest possible transit.

Dispatch days may be adjusted due to weather conditions, public holidays, or courier service disruptions.

Order Processing

Most orders are processed within 1–3 business days.

During busy periods, processing times may be slightly longer.

If there is an unexpected delay with your order, we will contact you as soon as possible.

Live Livestock Packaging

Every livestock order is packed with care using appropriate packing materials, which may include:

  • Insulated packaging

  • Oxygen-filled fish bags

  • Breather bags (where appropriate)

  • Heat packs during cold weather

  • Cool packs during hot weather

  • Protective cushioning to minimise movement during transport

Our goal is to ensure your livestock arrives healthy and ready for acclimation.

Shipping Locations

We currently ship throughout most areas of Australia.

Unfortunately, some remote locations may not be suitable for live livestock deliveries due to excessive transit times.

If your address is outside our shipping area, we will contact you to discuss alternative options or issue a refund.

Delivery Timeframes

Estimated delivery times are provided by the courier and are not guaranteed.

Most deliveries arrive within 1–3 business days, depending on your location.

Once your parcel has been collected by the courier, delivery times are outside our control.

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

We recommend monitoring your tracking closely so your livestock can be received as soon as possible.

Receiving Your Delivery

Please ensure someone is available to receive your parcel on the expected delivery day.

Live livestock should never be left outside for extended periods.

Upon delivery, we recommend:

  • Bringing the parcel indoors immediately.

  • Inspecting the contents as soon as possible.

  • Beginning the acclimation process promptly.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details.

If an incorrect address is supplied and your order cannot be delivered, Tommy's Aquatics cannot accept responsibility for livestock losses or additional shipping charges.

Courier Delays

While we carefully prepare every shipment, courier delays can occasionally occur.

Tommy's Aquatics is not responsible for delays caused by:

  • Weather events

  • Natural disasters

  • Public holidays

  • Industrial action

  • Mechanical breakdowns

  • High courier demand

  • Other circumstances outside our control

Where possible, we will assist customers in working with the courier to resolve delivery issues.

Dead on Arrival (DOA)

We stand behind the quality of our livestock and offer a Dead on Arrival (DOA) Guarantee.

To make a DOA claim, you must:

  • Contact us within 2 hours of the parcel being marked as delivered.

  • Provide clear photographs of the unopened bags showing the affected livestock.

  • Provide photographs of the shipping box and shipping label.

Claims submitted outside this timeframe may not be accepted.

The DOA Guarantee does not apply where:

  • Delivery information supplied by the customer was incorrect.

  • No one was available to receive the parcel.

  • The parcel was redirected or held by the courier at the customer's request.

  • The parcel was left unattended after delivery.

  • Livestock were not unpacked promptly after delivery.

  • Losses resulted from incorrect acclimation or unsuitable aquarium conditions.

Approved DOA claims may be resolved by replacement, store credit, or refund at our discretion.

Shipping charges are generally non-refundable.

Weather Conditions

For the health and safety of our livestock, we may postpone shipping during periods of extreme heat, cold, flooding, cyclones, or other severe weather events.

If this occurs, we will contact you to arrange a new shipping date.

Acclimation

Proper acclimation is essential for the health of your new livestock.

We recommend slowly acclimating all livestock to your aquarium's water parameters before release.

Tommy's Aquatics cannot accept responsibility for losses resulting from incorrect acclimation or unsuitable water conditions.

Questions

If you have any questions regarding shipping or delivery, please contact us before placing your order.

Thank you for choosing Tommy's Aquatics. We appreciate your support and look forward to providing you with healthy, quality home-bred aquarium livestock.