Live fish orders can be shipped to your home, work or any other physical address in Australia. 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 – please contact us for delivery options before placing an order
In the event a person 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 spot out of the sun.
PETstock cannot guarantee a live fish delivery that is left at the address or returned to the post office or freight depot as a result of the delivery address being unattended.
Orders of live fish over $150 are eligible for free shipping. This offer does not include or apply to other PETstock products in the cart, the live fish items only must equal to $150 or more to qualify for free shipping. Free shipping does not waive any additional quarantine inspection fees that may be incurred. Refer to Shipping Restrictions section.
Flat Rate Shipping
Total packaging and delivery costs for a live fish order is a flat rate of $18.50 for orders within Australia under $150. Delivery cost remains the same for any quantity of fish ordered.
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 PETstock my account at this time. PETstock 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.
Preparation for delivery
Live fish are 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 esky to minimise movement and maintain an ideal temperature during transit, clear labelling on the parcel identifies them as a livestock delivery. Heat packs are added to the box in cooler months to ensure fish remain at a constant temperature while in transit. Refer to the enclosed care sheet in your order for advice on how to introduce the new fish to your fish tank.
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 PETstock products and are dispatched only on Mondays, Tuesdays, Wednesdays and Thursdays.
Orders placed before 12pm AEST on Monday to Thursday are dispatched the same day the order is placed. Orders placed Friday to Sunday are held until the following Monday to dispatch at the earliest possible opportunity.
Live fish orders are dispatched from our live fish shipping partner, Aquarium Industries, their facility is located in Epping, Victoria.
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 and Northern Territory. Live fish cannot be shipped directly to customers in 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.
On the rare occasion where fish are adversely affected in transit and someone was there to accept the delivery, we offer a fish guarantee on live fish ordered through PETstock online.
We'll offer you a full refund on unwell or deceased fish that arrive to your delivery location provided the fish guarantee criteria has been met.
Simply take a photo of your deceased or unwell fish in the bag it arrived in and email the photo to our Customer Experience Team 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 guarantee 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.
The PETstock in-store 7-day fish guarantee does not apply to fish ordered online. Live fish that are ordered online cannot be returned to a PETstock store.
Any questions about our live fish guarantee, please contact our Customer Experience Team.
Due to the complicated packaging and shipping procedures involved in handling live fish, as well as our commitment to the health and safety of all our animals, we cannot accept returns. Please make your selection carefully.
If something doesn’t match up to your order or if there are any are sick, injured fish in your delivery, please take a photo of the fish in the bag they arrived in and email the photo and your invoice number to our Customer Experience Team and we will be in contact to resolve any issues. If the fish has arrived deceased, please refer to the Fish Guarantee policy.