Shipping policy

SHIPPING POLICY

Last updated: 23 August 2026

Processing Times

All orders are processed within 1–2 business days (Monday–Friday, excluding public holidays). Live animals are the exception: they are packed and dispatched on Mondays and Tuesdays only, so an order placed later in the week waits for the next dispatch day. During peak periods, processing may take slightly longer. You will receive a confirmation email with tracking details once your order has been dispatched.

Domestic Shipping (Australia)

We ship Australia-wide via Australia Post. Estimated delivery times are:

  • Standard post: 3–7 business days
  • Express post: 1–3 business days

Shipping Rates

  • Standard post — $12 flat, anywhere in Australia
  • Express post — $25 flat, anywhere in Australia
  • Free shipping on orders of $250 or more, measured on your whole order — livestock and dry goods combined
  • All livestock ships Express post. No other option is available for live animals.

Where We Can Send Livestock

We ship live animals to the ACT, New South Wales, Queensland, South Australia and Victoria. We cannot send livestock to Western Australia, the Northern Territory or Tasmania because of state restrictions on importing live aquatic animals. Dry goods go anywhere in Australia.

If you are in one of those three states, live animals are not available to order. Get in touch and we will tell you what we can send.

Live Stock & Dry Goods — Split Shipments

If your order contains both live stock and dry goods (equipment, food, accessories, etc.), these will be dispatched in two separate shipments. You will receive two tracking numbers — one for each parcel. This is done to ensure the safest possible transit conditions for your live animals. There is no additional charge for split shipments.

Live Stock Shipping

We take great care in packaging live aquarium animals (shrimp, snails and plants) to ensure they arrive safely. Please note:

  • Live stock orders are dispatched on Mondays and Tuesdays only, so animals are never held in transit over a weekend.
  • We use insulated packaging and heat or cold packs as seasonal conditions require.
  • All live animal orders are automatically shipped via Express post — no other shipping option is available for live stock.
  • Delivery must be to an address where someone is available to receive the parcel promptly. We are not responsible for losses due to delayed collection after delivery.

Live Arrival Guarantee

We stand behind the condition your animals arrive in. Every livestock order ships Express post in insulated packaging with heat or cold packs as the season requires, and if something does not survive the trip we will make it right within the terms below.

What we cover

  • Delivered within 48 hours of dispatch — covered in full.
  • Delivered 48 to 96 hours after dispatch — covered at 50%.
  • Beyond 96 hours — outside the guarantee, but contact us and we will work something out.

Your remedy is your choice: a refund, free replacements on the next livestock run, or store credit. All three cost you nothing: free replacements are added to your next order, so there is no extra postage. If you would rather not wait for that order, we can send replacements on their own — a standalone parcel simply follows our normal shipping rates.

How to claim

Send us your order number, clear photos and a short video of the affected animals — ideally still in the sealed bag — within 8 hours of delivery. What counts is when you send the claim, not when we reply.

Message us on Facebook or Instagram; that is the fastest route and we can usually sort it the same day. Email support@shrimpzone.com.au works just as well if you prefer.

Guarantee conditions

  • The delivery address is within Australia, in a state we ship livestock to.
  • Someone is available to receive the parcel on the day of delivery. Parcels left unattended (safe drop / authority to leave), sent to a PO Box or parcel locker, or collected later from the post office are not covered.
  • The parcel is collected and opened promptly — do not leave it sitting in a hot or cold environment.
  • The claim reaches us within 8 hours of the delivery scan, with photos and video.

The guarantee does not apply if:

  • The parcel was delayed due to an incorrect or incomplete delivery address provided at checkout. It is the customer's responsibility to ensure the shipping address is accurate before placing an order. Shrimp Zone is not liable for losses resulting from address errors made by the customer.
  • The parcel was redirected or returned due to an address issue, resulting in extended transit time.
  • No one was available to receive the parcel and it was left unattended for an extended period.
  • The parcel was held at a post office and not collected promptly (within 24 hours).
  • The claim is sent more than 8 hours after the delivery scan.
  • Photos and video are not provided, or are not clear enough for us to see what happened.
  • The animals were exposed to extreme temperatures due to circumstances outside our control (e.g. extreme weather events, carrier delays).

Incorrect Address Policy

Please double-check your delivery address carefully before completing your order. If you notice an address error after placing your order, contact us immediately at support@shrimpzone.com.au — we will do our best to update it before dispatch, but we cannot guarantee changes can be made once an order is being processed. If a live stock parcel is returned to us due to an incorrect address, we are unable to offer a refund or replacement for any livestock losses incurred during the return transit.

Dry Goods & Supplies

Aquarium equipment, food and accessories are shipped via Australia Post and will be dispatched within 1–2 business days of your order being placed, independently of any live stock in your order.

Order Tracking

Once your order is dispatched, you will receive a tracking number via email. If your order contains both live stock and dry goods, expect two separate tracking emails. You can track your parcel through the Australia Post website.

Undeliverable Packages

If a package is returned to us due to an incorrect address or failed delivery attempts, we will contact you to arrange redelivery. Additional shipping charges may apply.

Questions?

If you have any questions about your order or shipping, please contact us at support@shrimpzone.com.au or through our website's contact page.

Nothing in this policy limits your rights under the Australian Consumer Law.