Livestock Shipping & Live Arrival Guarantee

At Aqua House, we take great care in selecting, handling and packing our fish, corals and other aquatic invertebrates to ensure they arrive in the best possible condition. As live animals are sensitive to transport and changes in their environment, please read the following conditions before ordering.

1. Shipping Methods & Schedule

We dispatch livestock once a week, normally on Tuesdays, using:

  • Air New Zealand Cargo – airport-to-airport freight, with collection from the destination cargo terminal.

  • NZ Couriers – delivery to urban residential and business addresses.

You can check whether your address is classified as urban or rural using the NZ Couriers Address Checker.

For customers living in rural areas, we recommend arranging delivery to an urban business address or collection from an approved NZ Couriers depot. Depot collection must be arranged in advance.

We reserve the right to postpone shipping if an animal is not in suitable condition for transport, or due to weather conditions, road closures, transport disruptions or other circumstances that may affect safe delivery.

Customers will be advised of any changes to their scheduled shipment.

2. Dead on Arrival (DOA)

Any livestock arriving deceased must be reported to Aqua House within 2 hours of the carrier's recorded delivery or the shipment becoming available for collection, with clear photographic or video evidence showing the animal in its original, unopened shipping bag or container.

For approved claims, we will offer a suitable replacement where possible and agreed. If a replacement is unavailable or unsuitable, the customer may choose between a refund or store credit, subject to applicable consumer rights.

3. Livestock Arriving in Severe Distress

If any fish, coral or other invertebrate arrives showing signs of severe distress, injury or significant tissue damage, this must be reported within the same 2-hour timeframe, supported by clear video evidence showing its condition in the original shipping bag or container.

Timely reporting is required for any subsequent claim under our additional 48-hour condition review to be considered.

If the reported animal deteriorates or dies within 48 hours of delivery or availability for collection, Aqua House may investigate the circumstances and supporting evidence.

Each claim is assessed individually. The 48-hour review period is not an automatic survival guarantee.

Normal temporary transport stress does not necessarily indicate injury or poor health.

4. Fish, Coral & Invertebrate Assessment

Fish: Claims are assessed based on the animal's condition on arrival, evidence of injury or illness, and relevant aquarium conditions following delivery.

Corals: Corals may retract their polyps, produce mucus or temporarily change appearance during transport. These responses do not necessarily indicate mortality.

Other Invertebrates: Some invertebrates, including snails, crabs, shrimp, starfish and anemones, may temporarily remain inactive, withdrawn or show reduced movement following transport. Such behaviour alone does not necessarily indicate mortality.

Where an animal's condition is uncertain, we may request additional photographs or video after appropriate acclimatisation and observation to assess its condition, injury or deterioration.

5. Acclimatisation & Customer Responsibilities

Customers are responsible for:

  • Providing suitable, stable aquarium conditions for the purchased livestock.

  • Following appropriate acclimatisation procedures.

  • Ensuring compatibility with existing fish, corals and other aquarium inhabitants.

  • Arranging prompt receipt or collection of shipments and appropriate care on arrival.

For claims involving deterioration or mortality after delivery, Aqua House may request reasonable supporting evidence, including water parameters, acclimatisation methods, aquarium photographs, and information about tankmates or livestock placement.

A separate acclimatisation or quarantine aquarium is recommended where appropriate but is not mandatory for all livestock.

Our additional guarantee does not cover losses established to have resulted from improper acclimatisation, unsuitable water conditions, aggression, coral stings, incompatible tankmates or other causes unrelated to the livestock's condition at delivery.

6. Claims & Consumer Rights

All claims are assessed individually based on the available evidence and circumstances.

Our Live Arrival Guarantee is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993. Nothing in this policy excludes or limits those statutory rights.