Nick’s Aquarium Oceanarium Terrarium – Arrive Alive Guarantee
At Nick’s Aquarium, we are committed to supplying healthy, high-quality livestock. Every shipment is packed with care using professional-grade materials and proven handling procedures to minimise stress during transit.
Despite best practices in packing and transport, shipping live aquatic animals can occasionally result in losses, particularly with delicate species. In the unlikely event this occurs, we offer our Arrive Alive Guarantee on eligible livestock shipments.
DOA (Dead On Arrival) Policy
Shipping Method Eligibility
• DOA coverage applies only to livestock shipped via air freight
• No DOA guarantee is offered on livestock shipped via Australia Post / StarTrack
• No DOA guarantee is offered on livestock shipped via road freight services
Replacement & Shipping
If livestock arrives DOA and the claim is approved:
• Store credit or replacement of the same item will be offered (subject to availability)
• Replacement shipping is not covered unless more than 50% of the total livestock order arrives DOA
• Shipping charges and associated fees are non-refundable
Proof Requirements (DOA Claims)
To qualify for a DOA claim:
• Clear photos or video of the deceased livestock in the sealed, unopened inner bag must be provided
• If livestock is double-bagged, the outer bag may be removed for imaging, but the inner bag must remain sealed
• Individual images or video must be provided once unbagged (where applicable)
• Claims must be submitted via email or text message only
• Claims will not be accepted via Facebook Messenger or phone calls
All visual evidence must be clear and sufficient for assessment. Claims submitted without appropriate documentation may be declined.
Delivery & Collection Conditions
Livestock welfare is highly dependent on timely collection.
• The customer must be present at the airport at the time of arrival, or at home for delivery
• Livestock must be collected promptly upon arrival
• Livestock left unattended, returned to depots, or significantly delayed in collection may void this guarantee
• Livestock must be shipped to a valid residential or business address
• PO Boxes, third-party addresses, incorrect or inaccurate addresses may void eligibility
DOA Claim Timeframes
• Initial notification must be submitted within 4 hours of receiving livestock from the airport or delivery
• Supporting photos and videos must be submitted within the same 4 hour window
• Claims submitted outside this timeframe may not be accepted
Each claim must include:
• Customer name
• Order number
• Approximate time received
• Number of bags affected
• Quantity of livestock DOA
• Photos/videos of livestock in sealed bags
• Individual photos/videos once unbagged (where applicable)
DAA (Death After Arrival) Policy
• DAA coverage is not offered on road freight shipments
• DAA coverage applies only to air freight shipments
• Coverage extends up to 12 hours after airport pickup
DAA Proof Requirements
• Clear photos or video must be provided
• Proof must be submitted within 24 hours of delivery
• Livestock must have been properly acclimated
Claims will not be accepted without clear visual evidence.
If Your DAA Claim Is Approved
If your claim is approved, you can choose one of two options:
• Store credit. The value of the livestock is credited to your customer account and can be used on any future order. Store credit does not expire. Freight paid on the original order is not credited.
• Replacement livestock. We will replace the same item where available. Freight on the replacement shipment is at your cost. If you would like to add anything else to that shipment, you are welcome to, so you are only paying freight once.
If the item is out of stock at the time of your claim, you can choose to wait until it comes back in, or take the store credit instead.
We do not cover freight on DAA claims in any circumstance. If you choose a replacement, the cost of shipping that replacement to you is yours to pay, no matter how many fish are involved. Original shipping charges and associated fees are non-refundable, and no freight is paid or credited on a replacement shipment. Livestock that dies more than 12 hours after airport pickup is not covered.
Exclusions
DAA claims will not be accepted for specimens showing signs of:
• Physical trauma
• Torn fins
• Scratches
• Bite marks
Nick’s Aquarium Oceanarium Terrarium is not responsible for:
• Disease outbreaks within an aquarium
• Parasites or pathogens introduced after arrival
• Compatibility or aggression issues between tank inhabitants
• Losses resulting from improper acclimation or unsuitable aquarium conditions
• Deaths occurring after the covered timeframe
Water Testing Requirements (DAA Claims)
A water test may be required for DAA claims. Clear photos of test results must show the current date.
Water parameters must meet Nick’s Aquarium standards:
• pH: Appropriate for the livestock purchased
• Ammonia: 0 ppm
• Nitrite: 0 ppm
• Nitrate:
• Fish: maximum 40 ppm
• Invertebrates: maximum 20 ppm
• Salinity: Appropriate for the livestock purchased
Failure to maintain acceptable water quality may void DAA eligibility.
Acclimation & Quarantine Responsibility
All livestock must be acclimated correctly using appropriate procedures.
We strongly recommend that all fish be acclimated carefully and quarantined prior to introduction into established systems. Proper quarantine significantly reduces the risk of disease transmission and compatibility issues.
Detailed acclimation and quarantine guidance can be found in the Helpful Advice section of our website.
Policy Rights
Nick’s Aquarium Oceanarium Terrarium reserves the right to:
• Exclude specific items or specialty livestock from this guarantee (clearly stated at purchase)
• Amend this policy where necessary at any time
Delivery Delays and Your Cover
We cannot guarantee the day or the time your order arrives, and we do not offer delivery on a nominated date. Transit times are estimates published by the carrier. Once your parcel is lodged, delays are outside our control, including weather, flight delays and cancellations, a missed sort at a depot, vehicle breakdown or accident, road closures, depot backlogs, public holidays, industrial action, an incorrect or changed address, a failed delivery attempt, quarantine inspection and carrier system outages.
A delay does not change this guarantee. Cover is set by the service you chose, not by how long the journey took. A delay does not create cover on a service that never carried it, and does not extend cover on a service that does. The 4 hour DOA notification window runs from when you receive your order, however late it arrives, and the 12 hour DAA window runs from airport pickup. Livestock left unattended, returned to a depot or not collected promptly is not covered, and that includes a parcel that has run late. Freight is not refunded because a delivery ran late.
We also do not hold orders unless a hold has been arranged with us in writing before the order is placed. Full terms are set out in our Guarantees and Policies. Nothing in this policy limits any right you have under the Australian Consumer Law.