Nano Tanks Australia has over 10 years of shipping live fish. We adhere to best practices and are constantly vigilant over shipping and our systems improve and change with the times. For instance, the video above shows methylene blue. This is no longer in use.
|PLEASE BE ADVISED THAT OUR COURIERS WILL DO A NON CONTACT DELIVERY ON ALL SHIPMENTS. PLEASE KEEP A WATCHFUL EYE OUT FOR YOUR PACKAGE AS THEY WILL NOT KNOCK ON YOUR DOOR AT THIS TIME|
|WE ONLY SHIP MONDAYS AND WEDNESDAYS. THIS IS TO ENSURE THAT WE DON’T HAVE YOUR VALUABLE PETS STUCK SOMEWHERE AT A COURIER WAREHOUSE. (THIS ALSO INCLUDES ANY DRY STOCK AS WELL)|
We ship dry goods via Australia Post. Shipping times varies from overnight to 5 days.
We ship live plants via Australia Post Express Post Services. Shipping times are usually overnight, or 2 days for remote areas
Shipping Live Fish
We ship live fish via Toll Priority.
We take the utmost care in shipping our livestock. Your pets will be double bagged (at least) and a heat pack will be provided during colder months.
It will then be placed in a Styrofoam Box and shipping is usually overnight.
Airport to Airport Services are also available for goods purchased that total $1000 or more. Please enquire about this service.
PLEASE CONSIDER WHERE YOU LIVE AS WE NORMALLY USE A 40 HOUR HEAT PACK. HOWEVER, IF YOUR SHIPPING IS DELAYED THIS MAY CAUSE CASUALTIES (ESPECIALLY DURING THE WINTER MONTHS)
PLEASE NOTE THAT THERE IS AN ELEMENT OF RISK FOR INTERSTATE AND RURAL BUYERS. AS A BUYER YOU ACCEPT THESE RISKS
IT IS THE BUYER’S RESPONSIBILITY IF ISSUES ARISE WITH THE SHIPMENT OF THEIR LIVE FISH TO CONTACT TOLL PRIORITY ON:
13 15 31
You agree to make contact with the carrier having regard to the nature of the goods and the other circumstances of the delivery.
The package arrives on time
The ideal scenario is that your package arrives in time and there are no casualties. We hope that you enjoy your purchase and we look forward to your next purchase
The package arrives on time but there are casualties
In an event that there are casualties please message us directly through Facebook messenger. You are entitled for a full refund as in store credit from the time it is delivered to 4 hours after. The time of delivery is when the courier drops it off.
Please send through photographic evidence or consider providing a video of you unwrapping the package
We are able to send a replacement however the shipping cost will need to be paid in order for us to resend a package. (If the replacement dies there is no refunds, this is at the risk of the buyer)
The package doesn’t arrive on the next business day and there are casualties
We will do everything we can to make sure your package is sent in optimal condition however after it leaves our hands it is out of our control and you as the buyer acknowledge this and accept the risks.
AS THE BUYER IT IS YOUR RESPONSIBILITY TO TAKE REASONABLE STEPS OUTLINED BY THIS POLICY TO CONTACT TOLL PRIORITY AND CHASE UP YOUR ORDER IF UNDER YOUR JUDGEMENT IT WILL BE LATE.
When there are casualties we suggest you consider the above carefully. As a customer you are entitled to a 25% store credit to the value of all casualties. Please send the photographic evidence via Facebook messenger.
The shipping cost will be credited at 50% of the value as a good will gesture from us to you as the customer. (This will be $0 if the value of shipping is FREE)
We can resend the replacement if you so choose. Please realise that a package not arriving on the next business day and there are a casualties is a scenario we both cannot anticipate and by purchasing from us you understand the inherent risks of sending livestock.
Toll Priority can take up to 2 business days to reach some destinations. This is beyond NTA’s control and you accept this risk.
The package doesn’t arrive (lost)
The worse-case scenario is when your package is lost.
In the case of a lost package we cannot be responsible, and we can only supply proof that the package was indeed sent from our store to the correct address. All packages are signed in by the courier service and will notify the courier that the package was lost.
There is no refund in the case of mystery ‘lost’ packages (which are extremely rare) as the responsibility is on the courier company or the place where the fish is delivered to (which may not be secure).
To help prevent this happening please ensure you give us information with your order on where exactly you would like the fish delivery left if you are not home. Ideally, this should be a place that is away from prying eyes and out of the sun.
The shipping arrives to your shipping address but you no longer reside at this same address and/or you cannot be contacted within a reasonable amount of time
If we or our courier company cannot contact you within a reasonable time frame due to an incorrect delivery address, Nano Tanks Australia will instruct the shipment to be returned to us. The cost of the shipment AND the cost of the return shipment will be incurred by you, the buyer.
The package arrives within the acceptable timeframe but you are starting to lose livestock after 24 hours
Let’s be frank. Shipping livestock is stressful! When you receive fish they will most likely lose their colour and their behaviour will be abnormal. If you receive shrimps they will also have lost their colour.
We suggest that you acclimate your livestock in the same manner you would acclimate livestock after picking it up from a local fish shop. We also suggest that you take a picture of the livestock and send it to us through Facebook Messenger so we can both see the condition of the livestock. (Please send it regardless to make sure that everything is OK!)
As a buyer, you understand that sending livestock is stressful for the fish, and sometimes fish deaths and sickness can occur while the fish’s immune system is suppressed.
You understand that if any of the livestock dies or gets sick after 24 hours then it is up to you as a buyer and you accept this risk. Having great water quality and a biological filter helps a lot, so we suggest you message us if you are not sure of the water conditions in your tank.
There is no store credit provided for fish death or sickness after 24 hours.
If you live in NT (outside Darwin) you will be charged an extra $25 as this is what Toll will charge us.
If you live in WA there is an additional charge of $67.50 (as of 2020) that you will need to pay to WA Quarantine.
If you live in TAS, you will need the relevant paperwork to import fish from the mainland. (Cost will be paid as required)
Local Delivery via UBER
Please note this is a temporary measure during a hard lockdown and it is the most safest way to get your precious pets and supplies to you
If you choose this option we will give you a call and advise you when it is ready.
THIS IS NOT FREE EXCEPT IN THE FOLLOWING CASE WHERE WE PAY THE UBER CHARGE
How will you get charged?
You will get charged the amount that UBER Charges us if your delivery fees is greater then $40 and Your Checkout value is greater then $199.
You will be charged the FULL UBER Amount when your checkout value is under $199.
Scenario 1: Your Cart Total is greater than $199 and you live within 20km from the store. Looking at the UBER Charges it cost less than $40 to cover the UBER Charges. Therefore you will not be charged for UBER Delivery.
Scenario 2: Your Cart Total is greater than $199 and you live outside 20km but within 1 hour from the store. Looking at the UBER Charges it cost $80 which is MORE than $40 to cover the UBER Charges. Therefore you will be charged $40 for UBER Delivery.
Scenario 3: Your Cart Total is less than $199. Therefore you will be charged full UBER Delivery fee.
We are only staffed to do Immediate Delivery on Mondays, Wednesdays, Fridays, Saturdays and Sundays. You can still order on the other days, but you will have to wait day from the order.
If your shipment is delayed please follow the tracking with the above courier services.
If the courier service has not recieved the item from our store yet, please be patient. We recieve spikes in orders at times and our staff can be very busy packing.
As a rule do not assume that when you make an order that it will be processed and sent on the day, although we do send your package as fast as possible.
We have discretion to move your order to the following week. Your order is likely to be delayed to next week if you have ordered thursday/friday.