Live Fish Terms and Conditions

Live Fish Terms and Conditions

Please read these terms and conditions carefully before purchasing live fish from We Know Pets. By placing an order for live fish, you confirm that you have read, understood and agreed to these terms and conditions.

1. Purchasing Live Fish

Live fish are living animals and require appropriate care and suitable conditions to remain healthy.

Before purchasing, you are responsible for ensuring that your pond or aquarium is established, appropriately sized and suitable for the species of fish you are purchasing.

You should have suitable water quality, filtration, aeration and other necessary equipment in place before your fish arrive.

2. Fish Size, Colour and Appearance

Fish are living animals and their appearance naturally varies.

The size, colour, markings, body shape and overall appearance of individual fish may vary depending on age, growth and individual characteristics.

Photographs shown on our website are representative only and may not be the exact fish supplied.

Fish may also change in colour or appearance as they grow and settle into their new environment.

3. Fish Selection

Where fish are sold as an assorted variety, individual fish will be selected from the available stock at the time of purchase.

We cannot guarantee a particular colour, pattern, marking, sex or individual fish unless specifically stated in the product description.

4. Live Fish Shipping

Live fish are shipped separately from other products and incur a flat Express shipping fee of $22.00.

Live fish are shipped Monday to Thursday only. We do not dispatch live fish late in the week as we want to minimise the risk of fish being held in transit over a weekend.

Delivery usually takes approximately 1-2 days from the date the order is shipped, however delivery times are estimates only and may be affected by circumstances outside our control.

We cannot ship live fish to PO Boxes.

Please provide a suitable physical delivery address where the fish can be received promptly.

5. Preparing for Delivery

We take great care when preparing and packing live fish for transport. Fish are packed using packaging designed to help sustain them during their journey.

Although we take every reasonable care, live fish may experience stress during transportation. Fish may appear less active or stressed when they arrive, and this does not necessarily indicate that there is a problem.

6. Receiving Your Fish

You are responsible for checking your fish promptly when they arrive.

Please open the package as soon as reasonably possible and check the condition of the fish.

Fish should be acclimatised gradually to their new environment. Do not immediately release them into your pond or aquarium.

Float the sealed bag on the surface of your pond or aquarium for approximately 5-10 minutes to allow the temperature to adjust. Gradually introduce small amounts of the new water to the bag before releasing the fish.

Do not add the transport water to your pond or aquarium.

7. Delayed Deliveries

We carefully select our dispatch days to minimise the risk of delays, however courier delays can occasionally occur and are outside our direct control.

Our fish are packed with longer transit times in mind, but no shipping method can completely eliminate the risks associated with transporting live animals.

If you believe your fish have been delayed in transit, please contact us as soon as possible.

8. Fish Health and Acclimatisation

Fish may be stressed following transportation and may take some time to settle into their new environment.

Changes in water temperature, water chemistry and surroundings can affect fish after arrival.

It is the customer's responsibility to ensure that the pond or aquarium has suitable water parameters and conditions for the species purchased.

We recommend testing your water and ensuring your pond or aquarium is properly established before introducing new fish.

9. Loss or Health Issues After Arrival

Once fish have been introduced into your pond or aquarium, their ongoing health is dependent on the conditions and care provided in their new environment.

We cannot accept responsibility for losses resulting from unsuitable water quality, incorrect acclimatisation, inappropriate pond or aquarium conditions, overstocking, aggression from other fish, disease already present in the pond or aquarium, predators, temperature fluctuations or other environmental factors outside our control.

10. Live Fish Guarantee

We take great care when selecting and packing live fish for delivery.

If a fish arrives deceased, please contact us as soon as possible after delivery and provide clear photographs of the fish and its packaging.

Any claim relating to a fish arriving deceased must be made promptly so that we can assess the circumstances and determine the appropriate resolution.

Our live fish guarantee does not cover losses resulting from incorrect acclimatisation, unsuitable water conditions, inadequate pond or aquarium conditions, failure to follow the recommended receiving instructions, or other circumstances occurring after delivery.

11. Changes to Orders

Because live fish require careful preparation and are shipped on specific days, changes or cancellations to live fish orders may not be possible once the fish have been prepared for dispatch.

Please contact us as soon as possible if you need to make a change to your order.

12. Weather and Extreme Conditions

We may delay the dispatch of live fish if weather conditions, temperatures or other circumstances create an increased risk to the health and wellbeing of the fish during transport.

If we believe that delaying dispatch is in the best interests of the fish, we will contact you where appropriate.

13. Customer Responsibility

By purchasing live fish, you acknowledge that you are responsible for providing appropriate ongoing care and a suitable environment for the fish.

You confirm that you have considered the adult size, compatibility, number of fish and requirements of the species you are purchasing.

If you are unsure whether a particular fish is suitable for your pond or aquarium, please contact us before placing your order.

14. Agreement to These Terms

By purchasing live fish from We Know Pets, you confirm that:

• You have read and understood these Live Fish Terms and Conditions

• You understand that live fish are living animals and that natural variation can occur

• You have suitable pond or aquarium facilities available

• You understand our live fish shipping and delivery arrangements

• You agree to follow the recommended fish receiving and acclimatisation instructions

• You accept responsibility for providing appropriate ongoing care and suitable water conditions

• You agree to these terms and conditions as part of your purchase

We Know Pets reserves the right to update these terms and conditions from time to time. The terms applicable to your purchase will be those in effect at the time your order is placed.