Refund policy

Dead On Delivery (DOA)

Despite the care on packaging/ delivering the fish to you, on the rare occasion fish die in transit.

We offer a 100% live delivery guarantee on all our fish. DOA is only valid for orders under $500 that arrive the next day. Any late arriving orders due to courier delay will now have no cover and no claims will be recognised. We offer air to air for fish deliveries over $500 for a safer and quicker delivery. 

1. Please take a video of box being opened in case your fish has not made the travel and to cover yourself, then please take an additional photo of it in the shipping bag unopened and send to us via EMAIL on the same day the fish arrive. Claims will not be processed unless a clear photo of the fish is sent on the day of arrival in the UNOPENED shipping bag. The video will not send via email but will get you to send video through Lord Pleco Facebook messenger or Lord Pleco mobile 0475566491.

2. Claims must be sent via email to hello@lordpleco.com.au so they can be processed - phone calls, SMS and Facebook messages do not apply, they must be emailed to the above address and all correspondence will be carried out via email. This MUST be done, no exceptions besides the video as it will not send via email but we will get you to send video through Lord Pleco Facebook messenger or Lord Pleco mobile 0475566491. Video ONLY, all other correspondence is via email.

3. If there is something that arrives dead in your order - we will replace the fish, will only refund if replacement is not available.

4. When your order has been shipped, you will receive a tracking number for your order. Please ensure you follow your fish and let us know by 4pm the following day if your box has not arrived. We will try to chase up the delivery on our end but it also helps if you try to call from your end.

5. Cover is for livestock only - Freight paid is non refundable.

Please read description carefully on the fish you are purchasing, once fish is bought and arrives alive the fish is to join your family and will not be refunded.  

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 as an adult. We ship juvenile fish which could be male or female. The fish usually develop their colours very quickly. If you feel you were sent the wrong fish simply take a photo and send it into us so we can investigate (Photo and concerns must come on the day of arrival, with fish in unopened bags). No claims are accepted because the fish doesn’t look like the photo, for the above reasons.

6. If you think the fish we sent are wrong or they don't look like pictures of the site?

Sizing is approximate and due to the nature of livestock. some size variation can be expected. Some fish may not look like what you would expect when you open the box. Some fish can at first be stressed from travel and can fade out to almost white but then regain its colour once settled into the aquarium.