DOA / Missing items Policy

DOA (dead on arrival) / Missing items Policy

The DOA (dead on arrival) policy applies within the first hour of receiving the item only.  Which means we need to be contacted within 1st hour of receiving the item. We can be contacted via facebook or email us all details at

Please include photographs and videos of the specimens in the bag and in a separate container. In addition, please provide a one minute video of the snails with their skin side facing downward in a container. 

The buyer is responsible for covering the cost of shipping replacements.

2> DOA (dead on arrival) policy does not apply if you are not present to accept the delivery and the parcel has been left at your location for you.

3> The DOA (dead on arrival) policy does not apply if the item has been taken to a post office for collection.

4> The DOA (dead on arrival) policy does not apply to shipments delivered to PO Box addresses.

5> The DOA (dead on arrival) policy does not apply to lost items or shipments that are delivered after 48 hours due to transit delays caused by Australian Post.

If parcel has not been delivered within 48 hours, the buyer must contact Australian Post and raise an issue.

If the necessary conditions are met, a refund or replacement will be provided. However, the cost of shipping is non-refundable. If the buyer received free shipping, the cost of shipping will be deducted from the refund or replacement. The buyer is responsible for covering the cost of shipping replacements.

We advice you to lodge an online enquiry if you haven't received your parcel within 48hrs for dispatch.


Unhealthy Fish

Please contact us on same day of arrival if you think your new pet is not healthy. Please provide some pictures and videos. We are happy to offer replacment or refund if you do so. We are not liable if you contact us after you yhek in your tank.

 Missing items

If an item you have ordered is missing from your delivery, and is not listed as out of stock on your picking slip, please email us picture of item received, opening video if available and picking slip at within 24hours of receiving your order.