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Frequently Asked Questions (updated 21 Feb 2011)
Q. I used a store credit (coupon) to pay for all of my order, but my status is "pending" why?
A. Just the way the website categorises these situations, if this happens, contact us and we will update your status and ensure it is sent asap.
Q. Great new Site, but I can't log in with my old details. Why?
A. User accounts were not able to be copied across to our new website; we have all new account profiles now, with great new abilities, including a wish list. You will have to create a new account.
ALL awaiting orders from the old site WILL be sent shortly. You will NOT be able to view old order details from the old site in your new account.
For ANY questions about old orders, please contact us.
Q. I live in Tasmania what can I have sent to me?
A. Due to TAS quarantine restriction, LiveFish can only send our dry good without a fish import permit (no plants or fish). We can send items like fish food, air pumps, and other accessories. Info on getting a permit coming soon, contact us in the mean time.
Q. I live in Northern Teritory what can I have sent to me?
A. Due to NT quarantine restriction, you will need a permit to buy fish and plants. Info on getting a permit coming soon, contact us in the mean time.
Q. I think the fish you sent are the wrong, they don’t look like the photos off the site, what do I do?
A. Firstly its best to wait a few days as fish will arrive stressed from transit and lose their colour. Also, the images on the website are examples only, usually of an adult male. This is to show you what the fish will most likely look like. We ship juvenile fish which could be male or female. The fish usually develop their colours very quickly. If you still feel you were sent the wrong fish simply take a photo and send it into us at firstname.lastname@example.org and we can compensate you with some store credit.
Q. I think the fish you sent are the wrong size, what do I do?
A. Sizes on the website are an estimate, so give it 1cm grace. Fish are measured from the tip of the nose to tip of the tail. If you believe you have been sent the wrong size, simply take a photo of the fish lying against a ruler, and send it into us at email@example.com and we can compensate you with some store credit.
Q. I am having some errors with the new website, I am using Internet explorer, but it's an old version, what's wrong?
A. Some of the older versions of Internet Explorer have a lot of errors with modern websites, the best browser to use is Mozilla Firefox. Otherwise do an update of your browser.
Q. The gift certificate you gave me on the old site, isn’t working?
A. All unused gift certificates will have to be reassigned, if you had one, please contact us, give us your name, order number, and the gift cert number. & we will resend a new one.
Q. I don't live in a capital city, can your still send to me?
A. We can deliver to almost anywhere, some areas we can deliver to your door. Other areas you will need to collect your order from your nearest depot.
Check & see get an estimated transit time HERE
Q. Can the courier give me a call when he is about to deliver the package?
A. No, we are in no control of the couriers service, and no couriers service will be able to do this, yes it would be great, but sorry couriers will not contact you when they are about to drop off the package. view shipping and returns for more.
Q. Can I choose the sex of the fish, or colour etc..?
A. At the moment we cannot accept this type of request, Fish come to us, and are shipped at random, your best chance is to order a group of fish.
Q. My box arrived with a little white bag in it, what is it?
A. That is a heat pack we use in colder months, it is a disposable item, and is not reusable, simply throw it out.
Q. I just placed an order, when can I expect it to arrive?
A. All orders that have cleared of payment are the status of "processing". Cutt off for the following weeks orders is Sunday 6pm.
All processing orders, as long as there are no issues with the items of the order, are sent the following Tuesday or Wednesday. Transit after shipment is usually 24 -48 hrs.
You will be notified via Email/SMS when your order is shipped.
ALSO, see get an estimated transit time HERE