FAQs
General Information
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 which include fish food, plants and other accessories.
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 contact@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 Information
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.
Shipping
Live Arrival Guaranteed
We assure the arrival of our live products in good condition. To ensure this, we kindly request your cooperation in minimising the time our packages spend exposed to the elements. It is advisable to refrain from ordering live items during extreme temperatures, typically below 5°c at night and above 30°C during the day.
In hot or cold conditions, we use heat/cold packs; however, shipping live goods is challenging due to varying temperatures between our store and your location. We strive to do our best and will work with you to find a suitable alternative if necessary.
During heat waves, ordering live goods is not recommended as ice packs and insulated bags may not sufficiently mitigate the heat.
Please ensure someone is available to receive live fish shipments upon delivery to ensure the health and safety of the animals.
Fast Shipping Policy
We ship fast to get your order to you safely!
Live Fish:
Shipped Mondays & Tuesdays only to avoid weekend delays. Orders after 11 PM Saturday (AEST) ship the following week.
Dry Goods:
Items like food and equipment are shipped same-day if ordered before 5 PM AEST on weekdays, or the next business day.
Shipping Rates:
Dry goods: $15 flat rate (via Australia Post)
Live fish/plants: $30 express only (no PO Boxes)
Important Notes:
All orders are marked Authority to Leave please ensure someone is home to receive live fish.
No shipping of live fish/plants to NT, TAS, or WA (unless you have a valid permit — contact us).
Public holiday? Orders ship on the next business or shipping day.
For more info, see our Returns & Refunds, DOA Policy, and Terms & Conditions.
Dead on Arrival (D.O.A) Policy
we are committed to ensuring the health and well-being of our live ornamental aquarium fish during transportation. However, we acknowledge that unfortunate incidents may occur. Please carefully review our D.O.A. policy below:
- Eligibility for D.O.A. Claims:
To qualify for a D.O.A. claim, you must notify us within 4 hours of the live fish being delivered.
D.O.A. claims will only be considered if the fish arrives deceased with the shipping bag unopened.
- Documentation Required:
In the event of a D.O.A., it is essential to provide:
- Two clear photos and a short video of the deceased fish with the shipping bag unopened.
This documentation is necessary to process your claim. Failure to provide adequate documentation may result in denial of your D.O.A. claim.
- Exclusions:
D.O.A. claims will not be accepted if the shipping bag has been opened. Once the shipping bag is opened, it is considered that the fish is no longer under our care, and therefore, a refund or return cannot be facilitated.
Claims for D.O.A. must be made within the specified timeframe and with the required documentation.
- How to Submit a D.O.A. Claim:
Upon discovering a D.O.A. incident, please contact our customer service team immediately.
Provide the necessary documentation (photos and video) as outlined above.
Our team will promptly review your claim and provide further instructions.
- Resolution of D.O.A. Claims:
Approved D.O.A. claims may result in a refund or replacement of the deceased fish, at our discretion.
Refunds will be processed within a reasonable timeframe following claim approval.
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.