Terms of service

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

To ensure your claim is valid, please:

  • Contact us via email within 2 hours of receiving your order.

  • Include a clear photo of the fish still inside the unopened original bag.

  • Make sure the photo clearly shows the condition of the fish.

We can’t accept claims if the bag has been opened or if photos are unclear.

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.

If you ever have any questions or concerns, 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

 

Pricing and Website Errors

At Newtown Aquarium, we strive to maintain accurate, up-to-date product information, including pricing, descriptions, stock levels, and images. However, occasional errors may occur due to technical issues, data entry mistakes, or system glitches. This policy outlines how we handle such situations to ensure fairness and transparency for our customers.

1. Pricing Errors

In the event a product is mistakenly listed at an incorrect price—such as a $0.00 price, unusually low price, or any value that is clearly incorrect—we reserve the right to:

  • Cancel any orders placed for items listed with erroneous pricing

  • Correct the price on the website as soon as the error is discovered

  • Notify you via email regarding the cancellation and provide information about the corrected price, with the option to reorder at the accurate price

Orders placed for products with incorrect pricing are not considered valid or binding.

2. Product Description & Image Errors

If a product listing contains incorrect information (e.g., wrong photo, size, species name, or specifications), we will:

  • Correct the listing promptly once the error is identified

  • Contact affected customers when the error materially affects an order

  • Provide the option to proceed, modify, or cancel the order

3. Stock Availability Errors

Inventory may occasionally be inaccurate due to synchronization delays or technical issues. If a product is shown as in stock but is unavailable:

  • We will notify you promptly

  • You may choose a substitute product (if available)

  • Or cancel the order for a full refund

4. Right to Refuse or Cancel Orders

Newtown Aquarium reserves the right to refuse or cancel any order placed due to:

  • Pricing inaccuracies

  • Erroneous promotions

  • Inaccurate product information

  • System or typographical errors

This applies regardless of whether the order has been confirmed or payment has been processed. If payment has already been made, we will issue a full refund.

5. Customer Communication

We value transparency. If an error affects your order, our team will reach out as quickly as possible with:

  • A clear explanation of the error

  • Your options (continue, modify, or cancel)

  • Refund information when applicable

6. Policy Updates

This policy may be updated periodically to ensure clarity and compliance with business and legal standards. The most current version will always be available on our website.