Live Arrival Guarantee / DOA (Dead on Arrival) Policy

At Newtown Aquarium, we take every precaution to ensure your
fish arrive healthy and safe. Each fish is carefully packed with oxygen in double-sealed bags and insulated for safe travel of up to three days. For longer journeys, we add ammonia-absorbing polyfilter and heat packs when necessary adjusted to suit the destination and season.

We understand how disappointing it can be to receive an unwell or deceased fish, and we're here to help if that happens. To make the process smooth and fair for everyone, please follow the steps below if you need to submit a DOA claim.

1. If Your Fish Arrives Dead on Arrival (DOA)

If any fish arrives DOA, we’ll offer you either a refund or store credit for the fish.

Please note: shipping costs are non-refundable, regardless of the
situation.

2. How to Submit a DOA Claim

If any fish arrives DOA, we’ll offer you either a refund or store credit for the fish.

Please note: shipping costs are non-refundable, regardless of the
situation.

3. If a Fish Arrives Unwell

If a fish arrives alive but seems unwell:

  • Please email us within 2 hours of delivery.
  • Include clear photos and a short description of the issue.
  • We’ll assess the situation and may offer a credit or refund at our discretion.

4. Once the Fish Is in Your Aquarium

Once fish are introduced into your tank, we can no longer be responsible for their health. However, if you've followed Step 3 and the fish passes away shortly after introduction (such as in a quarantine tank), your claim may still be considered—provided initial contact was made within 2 hours of delivery.

We're hobbyists too.

If you have ant questions don’t hesitate to reach out. We're hobbyists too, and we’re
committed to making sure you—and your fish, have the best experience possible.

DOA claims should be sent to our email:

Info@newtownaquarium.com.au OR see Contact Form below:

If you have any questions

How We Guarantee Your Fish Arrive Happy & Healthy

Many customers worry about the "postal toss" but here's the truth: shipping fish is actually safer than your car. We've perfected the process with insulated packaging that protects your aquatic friends every step of the way. Our team only ships on weather-checked routes to avoid temperature extremes, and we monitor conditions closely to ensure optimal timing.

If anything goes wrong, our Live Arrival Guarantee ✅ has your back. Your fish are covered, and we'll make it right. You can order with complete confidence knowing your new additions are in safe hands.