FAQs
General Questions
Do you ship live fish?
Yes, we do. We take great care in packaging and shipping live fish to ensure they arrive healthy and safe at their destination.
What aquarium products do you offer?
We supply ornamental fresh water fish, plants and a wide range of aquarium products.
Do you sell wholesale?
No, we currently do not sell wholesale. Our products are available for individual retail purchase only. If you have any questions about purchasing our products in larger quantities, please feel free to reach out to us, and we'll be happy to assist you.
How do I contact you?
You can reach us through the chatbox located on the bottom right side of your screen. Alternatively, you can email us directly at support@rippleeffectaquatics.com.au we look forward to hearing from you!
Do you offer support for setting up and maintaining aquariums?
Yes, we provide guidance and support for setting up and maintaining aquariums. You can visit our beginners guide for in- depth information on setting up a new aquarium. Alternatively feel free to reach out to us with any questions or concerns you may have about your aquarium setup or fish care.
Do you have a physical shop I can visit?
No, we are an online-only business based in Lismore, NSW. While we operate locally, we do not have a retail storefront open to the public. All of our live fish are housed in a dedicated home-based breeding and quarantine facility, and dry goods are shipped directly from our suppliers.
We offer shipping Australia-wide, and locals are more than welcome to shop online through our website.
Please note: We do not allow walk-ins or pickups at our location to protect the health and safety of our fish and ensure a stress-free environment.
If you have any questions about our products, fish availability, or need help with your order, feel free to contact us via our chat bubble or email us at contact@rippleeffectaquatics.com.au we're always happy to help!
Product Questions
Are your fish and products suitable for beginners?
Yes, we offer a selection of fish and products that are suitable for beginners. We also provide resources and advice within our beginners guide and blogs to help you get started with setting up and maintaining a successful aquarium.
Do you offer live plants for aquariums?
Yes, we currently offer a small selection of live plants that are suitable for aquariums. Live plants not only enhance the aesthetic appeal of your tank but also contribute to the overall health of your aquatic environment by providing oxygen and natural filtration.
Where can I see product reviews?
You can easily find all the reviews for a particular product on its dedicated product page.
How can I make a review on products?
To leave a review for a specific product, simply visit its dedicated product page.
Look for the "write a review" button located near the bottom of the page.
Additionally, a review request will be emailed to you 14 days after your purchase.
Once a review is sent it will be on the product page for everyone to see.
How We Pack and Ship Our Fish
How do you choose which fish to send?
We carefully select only the healthiest, best-looking specimens from our stock to ensure your new fish arrive in top condition.
How are the fish bagged for shipping?
Each fish is gently netted and placed into a bag filled with medical-grade oxygen, giving them plenty of breathable air for the delivery.
Do you use rubber bands to seal the bags?
No — we use a heat sealer instead. This not only provides a stronger, leak-proof seal but also helps reduce plastic waste, making our packaging more environmentally friendly.
How are the fish kept warm and stable during transit?
The bags containing fish ready for shipment are placed into an insulated foam box and packed snugly with recycled newspaper to prevent movement and temperature swings. In colder months, we include heat packs on the lid to maintain a safe, warm environment.
General Shipping Questions
Do You Guarantee Live Arrival?
Yes — we guarantee that all live fish arrive in good condition. To help ensure this, please avoid ordering during extreme temperatures (below 5°C at night or above 30°C during the day) and make sure someone is available to receive the delivery on arrival.
We use heat packs during cold seasons when needed, but temperature differences between our location and yours can make shipping challenging. During heatwaves, we recommend holding off on ordering, as even insulated packaging may not be enough to protect the fish from the heat.
If there are any issues or delays due to weather, we’ll work with you to find the best possible solution.
How Fast Do You Ship Orders?
We pride ourselves on fast, reliable shipping to get your order to you safely!
Live Fish:
We ship live fish on Mondays and Tuesdays only to avoid weekend delays. Orders placed after 11 PM Saturday (AEST) will be shipped the following week.
Dry Goods:
Items such as food, filters, and equipment are shipped same day if ordered before 5 PM AEST on weekdays, or the next business day otherwise.
Shipping Rates:
Dry goods: $9.95 flat rate (via Australia Post)
Live fish/plants: $30 Express (no PO Boxes)
Combined orders: If your order includes both live fish and dry goods, the total delivery fee will be $39.95 due to split shipping.
Important Notes:
All orders are marked Authority to Leave — please ensure someone is home to receive live fish.
We do not ship live fish or plants to NT, TAS, or WA, unless you hold a valid import permit (contact us first).
If a public holiday falls on a shipping day, your order will be sent on the next business or shipping day.
For more info, see our Returns & Refunds, DOA Policy, and Terms & Conditions.
What If My Fish Arrives Dead (D.O.A)?
We take every precaution to ensure your fish arrive healthy, but sometimes things can go wrong in transit.
To qualify for a D.O.A. claim:
You must contact us within 24 hours of delivery.
The inner shipping bag must remain unopened (if the fish is double bagged you may remove the outer bag for clearer documentation). Once the inner bag is opened, the fish are considered out of our care and unfortunately we cannot accept the claim.
What we need from you:
Please provide two clear photos and a short video of the fish in the unopened bag. This documentation helps us verify the claim and process it quickly.
Simply upload your photos and video using our Dead on Arrival Form, and we’ll get back to you promptly with the next steps.
Resolution:
If approved, we’ll offer either a refund or replacement, depending on availability and your preference. Claims without the required proof or outside the timeframe unfortunately can’t be accepted.
Can I return dry goods like food, accessories or equipment?
Because our dry goods are shipped directly from trusted Australian suppliers, we don’t accept change of mind returns for these items.
However, if your order arrives damaged, faulty, or incorrect, we’re happy to help. Please contact us within 7 days of receiving your item at support@rippleeffectaquatics.com.au with:
A brief description of the issue
Clear photos of the item
Your order number
Once assessed and approved, we’ll arrange a refund or replacement — and in most cases, you won’t need to return the item.
Why do some items arrive separately or take longer to arrive?
Some of our dry goods (like food, filters, and accessories) are sent directly from our trusted Australian suppliers. This means they may arrive in a separate parcel or have slightly different delivery timeframes than live fish. We do this to offer you a broader range of products while keeping our focus on healthy, home-raised freshwater fish.