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.

Live-Arrival Policy

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.

If a fish arrives alive but seems unwell:

Please email us at info@newtownaquarium.com.au 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.

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.

Shipping policy

Pickup & Delivery Information

Pickup is available for all items, including bulky goods and fish tanks.

Delivery Rates (Sydney Metro):

Fish tanks under 60cm and lighting under 3ft: $80
Fish tanks from 60cm up to a maximum of 150cm and lighting over 3ft: $150

Please contact us if you require delivery outside the Sydney metro area or for items exceeding the listed dimensions.

Shipping Terms

Shipping Days
Live fish are shipped every Monday and Tuesday to ensure safe and timely arrival. We do not dispatch fish on any other days to avoid weekend delays in transit.
Order Cut-Off Time
Orders placed by 3:00 PM on Sunday will be scheduled for shipment the following Monday or Tuesday. Orders received after 3:00 PM on Sunday will likely be shipped the following week.
Delivery Timeframes
Delivery usually takes 1 to 3 days, depending on your location. While we aim to provide accurate delivery estimates, we cannot guarantee the exact day of arrival due to courier variables.
Packaging & Care
Fish are carefully packed based on the expected duration of transit. For longer journeys, we may use larger bags and boxes, include ammonia-absorbing poly filter media, and add heat packs when needed, depending on weather conditions.
There are no additional charges for these packaging measures - your fish's health and safety are our top priority.

Shipping Policy – Western Australia & Tasmania

Due to state biosecurity regulations and shipping restrictions, Newtown Aquarium does not ship to Western Australia (WA) or Tasmania (TAS).

Orders placed with a shipping address in WA or TAS will be cancelled and refunded. Please ensure your delivery address is outside these states before completing your purchase.

We appreciate your understanding as we comply with Australian regulations regarding the transport of aquarium goods and livestock.

If you have any questions, please contact us at Info@newtownaquarium.com.au before placing your order.

We're hobbyists too.

If you have any 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

Live Arrival Guarantee & Shipping Policy