CUSTOMER CARE
We care about our customers, so that is why our main priority is you. We ensure that our customer's satisfactions are met through our refund and satisfaction policies.
Thank You
Have any questions or concerns?
Want to buy our guppies?
We’re always ready to help!
Email us on our Facebook page or send your thoughts here on our website.
Please send us your preferred guppy and location, This is due to changing shipping charges. for different suburbs throughout Australia (Note; We do not send guppies to WA or TAS due to strict quarantine laws). Please send us an email and we will reply with confirmation and cost.
FAQ
DOA (Dead On Arrival) Policy for Shipped fish
We are committed to offering a 100% live delivery guarantee on all fish. We are willing to refund the cost of any fish that arrives dead in the bag – subject to the following terms and conditions. No shipping charges will be refunded if the courier is at fault.
DOA for all shipping methods:
Any DOA must be photographed in the bag within 2 hrs of receipt of delivery (when you sign for the fish) and inform us. Photos must be forwarded to brisbane.guppy@yahoo.com.au within 24hrs of receipt of delivery
Fastway Couriers
Fastway delivers door to door and requires a signature on receipt. You can also elect to have the fish left without a signature. Go to http://www.fastway.com.au/sitemap and click on “Authority to Leave”. Complete and sign this document and leave it at your door Shipments left without a signature do not qualify for DOA. Consider using a work address or neighbor if you cannot be home to sign for the package. It is your responsibility to contact Fastway in your area to find out when the driver will be on your street. Go to http://www.fastway.com.au/courier-l... If you have not received the fish by the expected time call the courier and negotiate with him/her about the collection. Fastway depots close at 5 pm. Please do not wait until 5 pm to try and track down a shipment. Not all areas can be serviced by courier. Fastway couriers will not be considered for routes with travel time over 2 days. Shipping by Fastway Monday to Wednesday only. (Thursday possible for Brisbane Metro, Gold Coast, and Sunshine Coast areas only)
Australia post
This method is used for areas not covered by courier etc. This method seldom presents any issues and is generally the cheapest. We offer no guarantee for fish shipped by post to areas outside the overnight express zone. All stock sent via 2 days + post are at the buyers’ risk
Fish collected from Brisbane Guppy or free home deliveries made by us
We have 24 hrs guarantee for the fish you personally picked up from Brisbane Guppy or have delivered free to your place by us. If the fish died within 24 hrs upon collection please inform us immediately before the 24 hours is over (text message, telephone call or email) and send a clear photograph of the dead fish before 24hrs of a collection of the fish from Brisbane guppy. No photo, No refund.
Refunds
Payments by direct deposit will be refunded to your account. Please provide bank account details. Paypal payments will be reversed. Refund amount will be the cost of the fish as if it was purchased separately, regardless if it is part of a pair. Replacement stock is shipped at buyer's expense. The decision to refund or replace is at the sole discretion of Brisbane Guppy. If your fish arrive sick or weak you must notify us of their condition within 6 hrs. Notifications after this time will not be considered for any subsequent DOA claim Please accurately describe the symptoms, including water parameters, so a diagnosis may be made. If you do not know the ideal water conditions for the fish you are receiving please ASK or do some research. If you do not know how to CORRECTLY un-bag fish, please ASK.
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We CANNOT guarantee an exact shipping or arrival date. You will be notified by email or Facebook with a tracking number once the fish have been shipped. We ship out Mon-Wed. Those packages with the longest travel time will be shipped out first.
PLEASE NOTE
We are not responsible for fish that will not eat or breed for you, or generally, fail to thrive after they arrive. All fish are in good health at the time of shipment.
**If you arrange payment for shipping you are deemed to have agreed to these terms and conditions **
**Buyer must be over 18years of age or over in order to do business with Brisbane Guppy**
**Before any business is to be made with Brisbane guppy – These terms and conditions must be agreed to by buyer **