Shipping policy

We focus on getting your order to you with as much care and as quick as possible, with most our orders dispatched within the week. To find out information that's relevant to you, reach out to our team via hello@lordpleco.com.au.

Our Shipping Days

All fish are shipped with a courier service that offers an acceptable delivery timeframe (Usually takes 24hrs, but sometimes 48 hours in transit). There is no same day delivery option.

Orders are ONLY shipped on Mondays, Tuesdays and Wednesdays  ; your order must be in-by 9pm Sunday for your order to go the coming week. Orders placed after the cut off time will go first the following week. (if we have time to pack more orders, we will continue to pack and get them out but no guarantees). If you do not get any shipping info, please double check if you placed your order on time before the cut off.

You will be notified via Email when your order is shipped with a tracking number so you can track the delivery progress. If you are expecting an order from us and no emails arrive, please always check your SPAM folder.

Orders can be shipped to your home, work or any other physical address you specify (orders cannot be shipped to PO Boxes).

Fish are packed with the utmost care in insulated foam boxes with pure oxygen. We use specialised heat packs during the cooler months to ensure the fish have a consistent temperature and are comfortable. Our heat packs are designed to heat for 40hrs.

No Refunds Policy

Due to complicated packaging and shipping procedures involved in handling live fish we cannot accept any returns. Please make your selection carefully.

We can cancel orders but only before dispatch. If you pay via PayPal, the PayPal fees will be deducted before refund is made.

Shipping Live Plants

Live Plants are shipped with your fish order.

Most plants are kept in stock in store however some may be ordered in (they generally arrive Tuesdays and Fridays)

Plant orders must be in by Sunday 9pm the same as fish orders.

If you are doing pick up option for your plant orders, we will advise if any need to be brought in or if they are all in stock.

We have a separate link at checkout specifically for plants only, you choose this option if you are ONLY purchasing plants. They will be shipped through Australia Post $15 flat rate.

 

Local pick up available to customers in the Western Sydney area. Select the pick up option at checkout and email for appointment arrange a suitable time to pick up your order.

Our Shipping Charges

All Freight is sent by express courier to your door, we can not ship to P.O. boxes.  

Sydney/Metro --- $25

This roughly is as north as Dural / Richmond, west as Emu plains and south as Campbelltown. This does not include the Blue Mountains.

All other Areas --- $35 (excluding surcharge Areas)

*We will notify you if you fall into a surcharge area. We cannot ship to NT 

*We do ship to Tasmania but through air to air ONLY and customer MUST have an importers licence- $150 at checkout

*We have option at checkout for Purchasing plants only $15 Flat rate

We use a variety of couriers depending on location generally Star Track or Australia Post for live plants.

- Please ensure you email and discuss any special delivery needs or special fish selection needs prior to ordering. 

- Paypal fees are not refunded for cancelled orders

     Airport to airport

    A rate of $120 has been applied when you choose air to air option but this may fluctuate depending on location and weight. Once payment is received we will contact you via email if price is any different and when tri[ to airport will be as it is usually fortnightly depending on how many orders.

    We can ship to Tasmania through Air to Air only, customer must have importers licence. Once fish are purchased we will get back to you via email with delivery date as trip to airport is usually fortnightly depending on amount of orders.

    We want you to receive your new family member in the best care and condition as possible, so we offer airport to airport delivery. We ensure the drop off and cargo check-in at the airport and you will meet your new fish at the corresponding destination airport. Although this is one of the best ways to ensure your product arrives in perfect condition, there are important things to note:

    • For flights we go through Virgin, we will send you an AWB (Airway Bill Number);
    • Once the cargo is checked-in, track the AWB to see when the flight is scheduled to arrive; 
    • Flights are often delayed or there can be multiple stops so be sure to track the shipment and always make sure to check the flights frequently.
    • Have the cargo agent verify that your shipment is indeed ready for pick up; you will need to give them the AWB.
    • Typically, it takes about 30-60 minutes for the items to be unloaded and processed; it’s always good to be a few minutes early if possible.
    • Every airport is different so the estimated 30-60 minutes could be shorter or longer so be prepared. Often shipments can be bumped to another plane due to capacity issues, NFG cargo before ours, etc.
    • Should a flight bump the cargo they will/should call you to let you know. Your details will be provided on the shipping note.
      • This may not happen; it all depends on who is working the cargo and have time to call. They will not call us once its in transit, as its considered your cargo.
    • For shipping to Tasmania, you need to have an importers licence to receive your fish. We have shipped to Tas before but Licence is a must

    Our Courier Partner

    We are currently transporting through Star Track and Virgin.

    Reach out to us if you have any queries, and we're more than happy to help: hello@lordpleco.com.au