Privacy Policy & Arrive Alive Guarantee

Privacy Policy

At What’s Fishy? Aquarium, your privacy is important to us. This Privacy Policy explains how we collect, use, and protect your personal information when you use our website or purchase from us.

1. Information We Collect

  • Personal details such as your name, email address, phone number, and delivery address.
  • Payment information (processed securely via our payment gateway; we do not store your card details).
  • Order history, preferences, and correspondence to provide better service.

2. How We Use Your Information

  • To process and deliver your orders, including door-to-door fish and plant deliveries.
  • To communicate with you regarding your orders, promotions, or account updates.
  • To improve our services and website experience.

3. Sharing Your Information

We do not sell your personal information. Your data may be shared with:

  • Courier services for the purpose of shipping your order.
  • Payment providers for processing transactions.
  • Legal or regulatory authorities if required by law.

4. Security

We take reasonable steps to protect your personal information from misuse, interference, loss, or unauthorised access.

Shipping & Delivery Policy

At What’s Fishy? Aquarium, we aim to provide fast and reliable delivery for all our products, including door-to-door fish, plants, and aquarium supplies.

  • Shipping Areas: We can ship to most locations around Australia except NT, TAS and WA.
  • Some remote areas may have a surcharge, however we will notify you before proceeding with the order.
  • Koi can only be sent to NSW.
  • For other areas, please contact us to confirm availability.
  • Delivery Times: Estimated delivery is 1-3 Days , depending on your location and courier schedules.
  • Tracking: You will receive a tracking number once your order is dispatched. It is your responsibility to monitor your shipment and ensure someone is available to receive it.
  • Delays: We are not responsible for delivery delays caused by the courier, weather, or other circumstances outside our control.


Arrive Alive Guarantee: All livestock orders are covered under our Arrive Alive Guarantee (DOA policy). See our Arrive Alive Guarantee section below.

Arrive Alive Guarantee (DOA Policy)

We want your aquatic life to arrive healthy and alive. Please read carefully:

  • We offer a 100% live delivery guarantee on all fish, plants, and other aquatic life (except invertebrates).
  • DOA claims are valid only for orders arriving within 48 hours of dispatch.
  • Upon receipt of your order, if an item arrives dead:
    1. Take a clear photo of the unopened shipping bag with the dead item inside.
    2. Email the photo on the same day the order arrives to info@whatsfishyaquarium.com.au. Claims sent via phone, SMS, or social media will not be processed.

  • We do not resend dead items. Refunds are issued only for eligible claims.
  • Shipping/freight costs are non-refundable.

Returns & Refunds Policy

  • Livestock: Only covered under the Arrive Alive Guarantee. See DOA policy above.
  • Non-livestock items: Returns are accepted for unopened and unused equipment, decorations, or accessories within 14 days of purchase.
  • To request a return, email info@whatsfishyaquarium.com.au with your order number and reason for return.
  • Refunds will be issued once the item is received in its original condition. Shipping costs are non-refundable.

Terms & Conditions

By using our website and purchasing products, you agree to the following:

  • All orders are subject to product availability and pricing at the time of purchase.
  • We reserve the right to refuse or cancel orders for any reason, including suspected fraud or shipping limitations.
  • We are not responsible for improper use of products, poor water conditions, or losses after delivery that are not covered under our Arrive Alive Guarantee.
  • Prices and product availability may change without notice.

Privacy Policy

We value your privacy. Our Privacy Policy explains how we collect, use, and protect your personal information:

  • Information Collected: Name, email, phone number, delivery address, order history, and correspondence. Payment information is processed securely by our payment gateway; card details are not stored.
  • Use of Information: To process orders, deliver products, communicate updates, and improve our services.
  • Sharing Information: We may share your details with couriers, payment providers, or legal authorities if required by law.
  • Security: We take reasonable steps to protect your information from misuse or unauthorised access.
  • Your Rights: You may request access, correction, or deletion of your personal data by contacting info@whatsfishyaquarium.com.au.

Payment Policy

  • Payment must be made at the time of purchase via the methods provided on our website (e.g., credit card, PayPal).
  • Orders will not be dispatched until payment is confirmed.
  • Refunds due to DOA or eligible returns will be processed to the original payment method.
  • We are not responsible for failed payments caused by customer bank or payment provider issues.

Disclaimer / Health & Safety

  • All products are intended for freshwater aquariums only.
  • We provide guidance on fish care, but we cannot guarantee survival beyond delivery if proper tank conditions are not maintained.
  • Customers are responsible for following care instructions, including water parameters, feeding, and tank maintenance.
  • We are not liable for disease, loss, or damage to livestock caused by improper care after delivery.

Special Orders / Backorders

  • We offer special ordering for fish, plants, or aquarium equipment upon request.
  • Delivery times may vary depending on availability.
  • Cancellations or changes to special orders must be made before the item is shipped.