Live Fish Shipping

Live Fish Transportation:

Live fish orders can be shipped to your destination, such as your home or workplace. We highly recommend that someone is available to receive the delivery in person, this is important so that your fish can be transitioned to their aquarium as soon as possible.

Live fish orders cannot be delivered to PO Boxes or Parcel Lockers.

Remote and Island locations such as WA, NT and TAS– please contact us for delivery prior before placing an order.

Driver will contact your prior to delivery but in some case you cannot be available to accept the delivery, our couriers are instructed to leave your live fish order in a safe place at the front door. It is important that there is a place to leave your delivery in a cool area, out of the sun.

Vincenzos Aquatics cannot guarantee a live fish delivery that is left at the address or returned to the freight depot as a result of the delivery address being unattended. 

Flat Rate Shipping

Total packaging and delivery costs for a live fish order is a flat rate of $80-200  all depend on the size of the dimension of Styrofoam box and amount of fish orders. This is charge by our freight provider. Please contact us first prior to making order on live fish.

Order Tracking

A tracking number is emailed after the order is booked with Toll Priority, expect this email to come through in the evening. Orders are tracked directly through the Toll Priority website and will not be displayed on your Vincenzos Aquatics account at this time. Vincenzos Aquatics are not responsible for the delay in the information provided by the Toll Priority online tracking service. If you supply a mobile number, you will also receive a text message. Tracking numbers are usually not activated until midnight the day of shipment.

Packaging Live Fish:

Our Team professionally organised for delivery and shipped with absolute care and diligence. Fish are put in purpose-made carefully sealed bags with ample water and oxygen for their journey. They are then specially protected with padding in a Styrofoam box to minimise movement and maintain an ideal temperature during transit, clear labelling on the parcel identifies them as a livestock delivery. Heat packs (72hr) are added to the box in cooler months to ensure fish remain at a constant temperature while in transit. We attached Instruction your order for advice on how to introduce the new fish to your fish tank and how to take care. We have 24hrs Support team ensure your fish healthy.

Dispatch

Live fish are shipped with Toll Priority, a premium road and air express service with transit time of usually next business day* to metro and most regional areas. *Refer to Shipping Restrictions for more detail.

Delivery to remote and some regional areas may take 2 business days and/or require special arrangements. If this is the case for your order, a member or our customer service team may contact you directly to discuss your order.

Live fish orders are shipped separately to other Vincenzos Aquatics products and are dispatched only on Mondays, Tuesdays and Wednesdays.

Orders placed before 12pm AEST on Monday to Wednesday are dispatched the same day the order is placed. Orders placed Thursday to Sunday are held until the following Monday to dispatch at the earliest possible opportunity.

Shipping Restrictions

Remote areas which cannot be serviced within 2 business days, due to lack of courier service, special arrangements may apply. Live fish can be available for pick up at local airport, transport depot or post office.

State-based government environmental restrictions apply to shipping live fish to Western Australia Northern Territory and Tasmania. 

Northern Territory customers require a permit before we can ship any live fish to this area. Please contact us if your state has restrictions and you would like to investigate further.

Fish return policy:

On the rare occasion where fish are adversely affected in transit and someone was there to accept the delivery.

We'll offer you a full refund on unwell or deceased fish that arrive to your delivery location provided the Fish return policy criteria has been met.

Requirement:

Take a photo of your deceased or unwell fish in the bag it arrived in and email the photo to our Customer Service Team: sales@vincenzosaquatics.com.au along with your invoice number within 24 hours of your delivery.

Claims must be accompanied with accurate photos of each fish in the original bags they were delivered in and, if your fish is deceased, a photo of the fish out of the bag is also required.

If your fish has arrived unwell, do not introduce the unhealthy fish to your fish tank and keep it (along with any other fish packed with it) separated until further instructions can be issued from our customer service team.

Our customer service team will be in contact to discuss the circumstances of the situation. We will aim to resolve the situation as quickly as possible.

Freight costs are non-refundable and are unable to be claimed through the fish return policy.

Any deliveries that are left at the premise or returned to the post office or freight depot as a result of the delivery address being unattended, immediately becomes the responsibility of the purchaser. We cannot guarantee live fish left for any time out of our control.

Any questions about our fish return policy, please contact our Customer Experience Team: sales@vincenzosaquatics.com.au