TERMS AND CONDITIONS

RETURNS

Due to the complicated packaging and shipping procedures involved in handling live fish, as well as our commitment to the health and safety of all our animals, we cannot accept returns. Please make your selection carefully.

PICK UP AND DELIVERY 

Once you have picked-up or we have delivered your fish please ensure the following:

• That fish are dealt with and released into your tank in a timely manner as this minimises their stress and risk. 
• Always follow safe release practices (eg: floating bags to stabilise temperature and gradual mixing of water to avoid shock. etc) 

SHIPPING 

We have strict policies and procedures for shipping live fish. 

When having fish shipped to you it is important to plan accordingly so that your fish arrive in good health and with as little stress (to them) as possible. 

• Please ensure your address is accurate and complete - a wrong or inaccurate address can significantly threaten the welfare of fish in transit. 
• Fish cannot be sent to a P.O. Box or Parcel Locker. 
• Please ensure someone is at home to receive the parcel at time of delivery. 
• Please ensure that fish are dealt with and released into your tank in a timely manner as this minimises their stress and risk. 
• Always follow safe release practices (eg: floating bags to stabilise temperature and gradual mixing of water to avoid shock. etc) 

In the unusual circumstance where a fish is adversely affected in transit we will offer you a credit on your next purchase. To do this we require a one (1) minute video (minimum) sent to us within thirty (30) minutes of the fish being delivered prior to opening bag you can contact us via fish@urbanaquariums.com

ORDER TRACKING 

A tracking number is emailed after the order is booked with Toll Priority, this email usually comes through in the evening. Your order can be tracked directly through the Toll Priority website. Urban Aquariums are not responsible for the delay in the information provided by the Toll Priority online tracking service (tracking numbers are usually not activated until midnight the day of shipment).