Frequently Asked Questions
Frequently Asked Questions (FAQ)
Shipping & Live Arrival
Q: When do you ship live fish, shrimp, and snails?
We only ship livestock on Mondays and Tuesdays. This ensures parcels don’t get held up over weekends, protecting your animals and upholding our Live Arrival Guarantee.
Q: What is your Live Arrival Guarantee?
If your livestock arrives dead on arrival (DOA), please take clear photos of the unopened bag within 2 hours of delivery and contact us. We’ll provide either a replacement or store credit.
Q: How are live plants and animals packed for shipping?
- Plants: Moisture-wrapped or sealed in sterile tissue-culture cups.
- Shrimp & fish: Packed in oxygenated breather bags with insulation.
- Seasonal protection: Heat/cool packs added as needed.
Q: Do you ship outside Australia?
No, we only ship within Australia due to strict biosecurity laws.
Orders & Delivery
Q: How long does delivery take?
- Metro areas: 2–3 business days.
- Regional/rural: 3–7 business days.
Tracking details are emailed after dispatch.
Q: Can I request a specific shipping date?
Yes—just leave a note at checkout. For livestock, the date must align with our Monday/Tuesday policy.
Q: What happens if delivery is delayed?
Delays caused by couriers are outside our control, but our packaging methods and shipping schedule minimize risks to livestock and plants.
Products & Care
Q: Are your plants aquarium-safe and snail-free?
Yes—all plants are safe for aquariums. Tissue culture plants are 100% snail, algae, and pesticide free. Potted/submerged plants may occasionally carry micro-organisms, but we recommend a quick rinse before adding them to your tank.
Q: Will botanicals stain my water?
Yes, botanicals (catappa leaves, alder cones, seed pods) release natural tannins. This creates a soft, “blackwater” look and has antibacterial benefits—ideal for shrimp and soft-water fish.
Q: What water parameters do your shrimp prefer?
- Neocaridina (e.g., cherry shrimp): pH 6.5–8.0, GH 6–8, KH 2–6, temp 20–26°C.
- Caridina (e.g., crystal/red bee shrimp): pH 5.5–6.8, GH 4–6, KH 0–2, temp 20–24°C.
Q: What live foods do you supply?
We stock seasonal live foods such as daphnia, blackworms, vinegar eels, and microworms. Availability may vary week to week.
Returns, Refunds & Support
Q: Do you accept returns?
- Dry goods & accessories: Returnable within 14 days if unused and in original packaging.
- Livestock & plants: Non-returnable for biosecurity reasons, but covered by our Live Arrival Guarantee.
Q: My plant melted after planting—what should I do?
It’s normal for some plants to “melt” when adapting to new water. Leave the root system in place; in most cases, new growth will appear within 1–3 weeks.
Q: Can you help me design my tank?
Yes! We offer advice for beginners and full aquascaping design services for both home and commercial setups.