SHIPPING AND GENERAL INFORMATION

How to Order

Step 1)

Place order - Orders need to be in before Monday at 10pm.

Any orders received after this, are due for shipping the week after, however we will try to get them out earlier if we are able to. This is especially touchy for orders that combine both fish and plants, as the plants for online orders are not in store and are special ordered.

Please ensure you view the options in checkout carefully. You will need to select the correct Shipping and delivery option (options are outlined below) If you select the wrong delivery option by mistake, we will email you with an option to fix it.

ALL orders will receive an email confirmation. If you do not get one, please check your Junk/Spam folder. Please also check that the address has displayed right in the confirmation email and let us know if any changes need to be made.

Step 2)

Orders are shipped on Mondays, Tuesdays and Wednesdays (only those received before the cut off are included here) and take one to two days to arrive. There is no same day delivery option. Please note we will email you your tracking details on the day of shipping, please follow them along their journey and if they are not with you by the following afternoon please let us know asap. If you do not get any shipping info, please double check if you placed your order on time before the cut off.

Step 3)

Acclimate fish into your tank as soon as they arrive. If on the rare chance there are any problems we have a 100% arrive alive policy (please see T's and C's below)

Freight Costs

All Freight is sent by express courier to your door, we can not ship to P.O. boxes.

Sydney Metro --- $50 (FREE shipping if over $300 order value for Sydney orders ONLY)

This roughly is as north as Dural / Richmond, west as Emu plains and south as Campbelltown. This does not include the Blue Mountains.

All Other Areas --- $60 (excluding surcharge Areas)

*We will notify you if you fall into a surcharge area. We cannot ship to WA, NT or TAS.

We use Startrack Couriers.

- Please ensure you email and discuss any special delivery needs or special fish selection needs prior to ordering.

-Paypal fees are not refunded for cancelled orders.

Arrive Alive

We offer a 100% live delivery guarantee on all our fish, plants and other aquatic life (except invertebrates). DOA is only valid for orders that arrive within 48hrs after despatch. It is important to follow your tracking with the details provided at despatch and if there is a delay contact the courier company to ensure they are processing the delivery correctly on your end.

1. If something in your order arrives dead, please take a photo of it in the shipping bag unopened and send to us via EMAIL on the same day the fish arrive. Claims will not be processed unless a clear photo of the fish is sent on the day of arrival in the UNOPENED shipping bag.

2. Claims must be sent via email to allfish2uaquarium@gmail.com so they can be processed - phone calls, SMS and Facebook messages do not apply, they must be emailed to the above address and all correspondence will be carried out via email. This MUST be done, no exceptions.

3. If there is something that arrives dead in your order - we do not resend - we offer refund only.

4. When your order has been shipped, you will receive a tracking number for your order. It is vital that if your box doesn't say that its Onboard for Delivery the following day that you call and chase this up with the courier company with the tracking details that are sent for all orders despatched.

5. Cover is for livestock only - Freight paid is non refundable.

General Information

Q. Where can you ship to?

We Can ship to most locations around Australia except NT, TAS and WA

Some remote areas may have a surcharge, however we will notify you before proceeding with the order

Koi can only be sent to NSW

Q. I just placed an order, when can I expect it to arrive?

All fish and plants are shipped with a courier service that offers an acceptable delivery timeframe (Usually takes 24hrs, but sometimes 48 hours in transit).

Orders are ONLY shipped on Mondays, Tuesdays and Wednesdays; your order must be in-by 9pm Sunday for your order to go the coming week. Orders placed after the cut off time will go first the following week. (if we have time to pack more orders, we will continue to pack and get them out but no guarantees)

You will be notified via Email when your order is shipped with a tracking number so you can track the delivery progress. If you are expecting an order from us and no emails arrive, please always check your SPAM folder.

Orders can be shipped to your home, work or any other physical address you specify (orders cannot be shipped to PO Boxes).

This also applies to online orders placed for "Pickup in Store" as the plants may need to be ordered, so may not be able to be picked up until they arrive.

Once you place an order, our system sends you a confirmation email. If you do not get this, please check your 'Junk' folder in your email account. Likewise, the shipping notification could have gone to your junk folder as well.

Q. How are fish sent from online orders?

Fish are packed with the utmost care in insulated foam boxes with pure oxygen. We use specialised heat packs during the cooler months to ensure the fish have a consistent temperature and are comfortable. Our heat packs are designed to heat for 40hrs.

Q. What sort of guarantee do you offer for livestock sent via courier?

We offer a 100% live delivery guarantee on all our fish, plants and other aquatic life (except invertebrates) that arrive with the courier the following day after despatch. If something in your order arrives dead, please take a photo of it in the shipping bag and send to us via email ASAP. Please refer to the Arrive Alive Guarantee Section for more info.

If there is something that arrives dead in your order - we do not resend - we offer refund only.

PLEASE NOTE: There is no guarantee for shrimp, snails, mussels sent for online orders. All care is given but they are order at own risk.

Q. My Tracking Number doesn't work, why?

Tracking numbers are usually not activated until midnight the day of shipment. The online tracking service is NOT powered by AllFish2U and we are not responsible for the delay in the information provided by the online tracking service.

Q. Can the courier give me a call when he is about to deliver the package?

A. The couriers do not offer this service

All orders are sent with 'Authority to Leave' at the delivery address, if you need to ensure a signature is obtained, please advise in the comments section of your order, or consider sending to a work address.

Q. Can I pay via Direct deposit?

Yes, you can but a few things to keep in mind. Your order will be shipped once funds have cleared in our Bank Account, so please process your payment as soon as possible so that there is not a delay in your order being shipped.

Please confirm our bank details that you will receive after an order is placed

Q. Can I pick If I get Males, females, certain colours from assorted lots etc.?

At the moment we cannot accept this type of request, Fish come to us unsexed, and are shipped out at random, your best chance is to order a group of fish. You can place a request for what you would like in the comments section and if we can accommodate this, we will do what we can for you, but no guarantees. Fish marked as Pair are generally Male and Female. If it says 'Male Only' for example, then it is males only so to avoid disappointment please don’t assume females are available.

Q.I think the fish you sent are the wrong, they don’t look like the photos off the site, what do I do?

Its best to wait a few days as fish will arrive stressed from transit and lose their colour. Also, the images on the website are examples only, usually of an adult male. This is to show you what the fish will most likely look like as an adult. We ship juvenile fish which could be male or female. The fish usually develop their colours very quickly. If you feel you were sent the wrong fish simply take a photo and send it into us so we can investigate (Photo and concerns must come on the day of arrival, with fish in unopened bags). No claims are accepted because the fish doesn't look like the photo, for the above reasons.

Sizing is approximate and due to the nature of livestock. some size variation can be expected. Some fish may not look like you would expect when you open the box. A bright blue cichlid can fade out to almost white but then regain its colour once settled into the aquarium.

Q. Items that were on your website are not showing now, do you still stock them?

Generally, if an item has been removed from the website, it is now out of stock. Placing an item in your cart does not reserve fish for your order. The only way to reserve fish is to submit your order and ensure that it has been paid in full.

Q. Do you accept Returns? Can I cancel an order?

Due to complicated packaging and shipping procedures involved in handling live fish and plants we cannot accept any returns. Please make your selection carefully.

We can cancel orders but only before dispatch. If you pay via PayPal, the PayPal fees will be deducted before refund is made.

Q. What Payment options do you accept?

We accept PayPal, Bank Deposit/Internet Transfer and Zip Pay

Q. How long are Online Specials Valid for?

Online specials are generally changed with each new update of the website and could be once a week, twice a week etc. Please note that Special prices are only valid whilst displayed on the website and will not be backdated.

To claim a special price for shopping in store, simply notify the staff member prior to catching your fish that you would like the special price as shown on the website and they can direct you to the fish advertised.

Q. Are all items covered by the flat rate Delivery charges above?

Dry goods and plants that can fit into the boxes when packing can be sent for no extra charge. Bulky items and things like large pieces of driftwood with Anubias attached for example may attract a freight surcharge.

Q. Do prices on the website represent pricing in store?

With *Most* Live fish, this is the case. You will need to notify any special prices that apply to the person serving you in the shop, as they change often we do not always get a chance to update pricing in the shop. With live plants and dry goods prices may vary from online to instore pricing and will not be matched.

FINAL NOTES

Claims and disputes MUST have photo evidence attached - please do not email without the photos as it is a requirement. ALL communication is to be conducted via email to ensure that every event can be properly followed up and monitored.

Sample photos only on listings, not actual fish in stock. Some variation is to be expected. Keep in mind that some fish look different at different ages. for example a Juvenile Red Devil Cichlid might be brown, where the adult is an Orange red colour.

Unless stated in item Title, we catch as they come and do not separate Males or Females so you could get either sex.

Fish sizing is approximate and there can be some variation.

NO PHOTO IS OF ACTUAL FISH, ALL ARE SAMPLE PHOTOS AND WE TRY TO REPRESENT THE FISH AS BEST AS POSSIBLE, However an adult fish is most likely shown, so if the sizing states 2cm, it will not look like a 6cm adult fish for example, but will once it matures.

For stock compatibility, if you are unsure we suggest doing some research first or sending an email to enquiriess@willowview.com.au for some advice. Orders are dispatched as ordered.

Orders placed during a website upgrade have sometimes come through incorrect when submitted (although upgrades usually only happen once a week) and we will contact you and let you know if there have been any errors shown on the order when it comes through. Upgrades are usually carried out on a Thursday/Friday with new stock and Specials updating then.