In-Store Live Fish Guarantee 

At Kings Of The Aquarium, we take pride in ensuring that the fish leaving our fish room are happy, healthy, and free from diseases and parasites. However, in the rare event that your live fish experience falls short of expectations or if you encounter any issues, we offer a guarantee for your new fish for up to 24 hours from the date of purchase, provided that the environment in which the fish has been placed maintains suitable and appropriate water conditions.

It is crucial to understand that all tropical fish are sensitive to water quality, and they thrive when introduced to a well-established aquarium with stable conditions. Regular water changes and proper filtration are essential for their well-being. Therefore, we kindly request that you contact us through our website, email, or phone to schedule a water sample submission. Please bring at least 250ml of aquarium water in a clean, uncontaminated container to ensure there is enough for water parameter testing.

Once we have analyzed your water sample, we will share the results with you and help identify any areas of concern, if any exist, to ensure that your replacement fish will be happy and healthy in their new home. 

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Website Orders

By using this Website, you acknowledge and agree that any Request you submit to us constitutes a legal offer to purchase the goods or services specified in the Request, at the indicated price (inclusive of taxes and other charges), and is subject to these Terms. If we accept your request, we will confirm acceptance by sending you an email notification.

We retain the right to reject your purchase offer or cancel an order that we have previously accepted, at any point before fulfilment, for various reasons, including but not limited to the:

1. Inability to supply goods or services within a reasonable time or at all due to events beyond our control.

2. Errors on the Website concerning goods or services, such as inaccuracies in descriptions, prices, or images.

3. Non-compliance with our payment terms.

4. Inability to process or accept your payment.

5. Quantity issues related to the goods.

6. Purchasing goods with the intent to resell them.

Should we cancel your order after acceptance, we will promptly notify you of the cancellation. We shall not be liable to you or any third party for such cancellations.

You have the option to cancel your order if we are unable to fulfil it within a reasonable time, as specified in these Terms. Please review your order carefully before submitting it, as orders may not be changeable or cancellable once accepted by us.

In the event that you or we cancel an order after payment has been processed, we will refund any funds paid for that order.

If you leave the Website with items in your Shopping Cart without completing the Request, we may periodically send you email reminders about items left in your Shopping Cart.

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Choose Wisely

We strongly recommend that you make your selections with care, dedicating the necessary time to thoroughly evaluate your choices and their compatibility. If you have any uncertainties or require information regarding fish species or their compatibility, please feel free to contact us with your questions.

 

Live Delivery Guarantee

We proudly offer a 100% live delivery guarantee for all our fish and plants.

Each order goes through a thorough process, involving double bagging of the fish, injection of pure-grade oxygen into the bags. Furthermore, we install heat packs inside the Styrofoam boxes all packed perfectly to guarantee a maximum of 48 hours of transit stability. After you have placed your order, it will be dispatch and sent, you can anticipate the delivery to the designated address within 24 hours. if no one is home authority to leave policy allows deliveries to be left in a safe place at the address and not be taken back to post offices for collection. Our shipping takes place from Monday to Thursday, utilizing Australia Express Post overnight/next day delivery for Tasmanian customers and Team Global Express for Australian customers . This schedule is designed to ensure that our livestock and plants arrive at your destination in their best possible condition and time frame.

 

DOA & Returns Policy

We understand that handling live fish and plants involves intricate packaging and shipping procedures, prioritizing the health and safety of our aquatic specimens. Therefore, we regret to inform you that we cannot accept any returns.

 

Dealing with Issues

If any part of your order arrives deceased, we kindly request that you capture a photograph of it within the sealed shipping bag upon arrival. If applicable, include a picture of the fish outside of the bag.

Should you encounter items missing, unwell, incorrect, undersized, or any other issues upon delivery, please document the contents in the bags with photographs (for sizing issues, include a ruler in the picture).

To initiate a claim, visit our Claim Form and follow the provided instructions. Please feel free to include any pertinent details that may aid in resolving the matter.

We will promptly arrange a refund for you unless the claim qualifies for fish reshipment.

Important Guidelines:

• All claims must be accompanied by clear and accurate photos of each fish in their original sealed bag, along with one picture of the fish outside of the bag.

• Freight/Postage costs are Non-Refundable and cannot be claimed.

• Claims must be submitted within 24 hours of the delivery.

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