CJ Aquatic Sydney – Australia Only

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At CJ Aquatic Sydney, the health and safety of our livestock is our highest priority. All fish and plants are carefully packed using insulated packaging and breathable fish bags and shipped via Express Post to minimise stress and transit time.

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We proudly offer a Live Arrival Guarantee for all livestock orders within Australia (excluding NT & TAS due to biosecurity regulations).

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In the rare event of DOA (Dead on Arrival)

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If any livestock arrives deceased, please contact us within 6 hours of delivery.

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​Customers must notify us within 8 hours of delivery should any fish arrive in an unhealthy condition.

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To process your claim, you must provide:

• Clear video (with zoom) of the unopened sealed bag of that specific fish
• Clear video showing the livestock inside the sealed bag
• Photos of the shipping label
• Your order number

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This helps us verify the issue quickly and fairly.

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Resolution

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Once approved, we will offer:

✔ Replacement livestock (next shipment), or
✔ Store credit (livestock value only)

✔ Refund for livestock value only

Please note:

• Refunds apply to livestock value only.
• Shipping fees are non-refundable.
• Buyer is responsible for shipping costs on replacement livestock.

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Important Conditions

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To be eligible for DOA coverage:

• Parcel must be received on first delivery attempt
• Someone must be available to accept the package
• Livestock must remain in the original sealed bag until video are taken

• Claims must be submitted within the required timeframe (within 8 hours of delivery)

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Not Covered

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Our guarantee does not cover:

• Incorrect shipping address
• Missed or delayed deliveries
• Extreme weather after delivery
• Stress, illness, or loss after the bag has been opened or livestock acclimated (if previously healthy upon arrival)
• Change of mind

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Our Promise

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We take pride in supplying healthy, high-quality livestock and packing every order with professional care. While live shipping carries inherent risks, we are committed to resolving verified issues promptly, fairly, and with integrity.