Shipping & Returns

Shipping and Returns

Returns

For the welfare of our animals, we cannot accept returns for any live product. Please choose wisely. We do however offer an Arrive Alive Policy which covers you in the circumstance that your fish do not safely make the journey. Please see our policy at the bottom of this page.

Returns are available for all dry goods. However, we cannot accept returns for the following items:

  • Consumable goods which have been partially used
  • Items which have been used contrary to their intended purpose
Also note that postage charges for returned items will be at the expense of the customer. Replacement of non-working items is our preferred method of reimbursement. Store credit or refund is also available, whichever is preferred. Refunds for the purchased item/s will be made via the original payment method (i.e. PayPal, credit card, etc).

Shipping

Dry goods

Orders are shipped via Australia Post Standard Delivery by default. Registered and Express services are available for selection at checkout. We may also elect to deliver your order by courier or other methods. Unless specified, this will be of no extra charge to the customer.

Weight Standard Post Registered Post Express Post
Under 3kg $8.95 $10.95 $12.95
3-5kg $14.95 $16.95 $21.95
5kg+ $19.95 $22.95 $35.00

Rates listed are to all Australian locations. Excludes all live fish & shrimp as well as certain bulky or fragile items. Can include most live plants, snails and live cultures (except daphnia). Click here for full details of our 'Basic Shipping' freight offer.

Note: You are responsible for providing accurate address details. Any item returned to Second Nature due to ineligibility or inaccessibility of the given address will incur additional postage fees. In the event that a refund is sought after a non-delivery, the original postage amount will be deducted from the refund amount. Second Nature accepts no responsibility for items where you have given permission for the courier to deliver the parcel to an unattended address.


Damaged Goods & Warranty

When receiving your order, please be aware that upon signing for your parcel you are declaring that all goods have arrived intact and as intended. Second Nature does not accept any responsibility for goods that are damaged by Australia Post or other courier services. If goods have been damaged in transit you must refuse to accept the delivery and contact us immediately. We will provide you full assistance with your claim against the courier in the unlikely event.
Please contact us if you have a warranty issue. Second Nature is not the primary provider of warranty. Freight costs incurred due to warranty claims are not the responsibility of Second Nature.

Live goods

Freight costs vary substantially depending on destination and order constituents. In order to provide the best value to our customers, freight costs for any order including live goods cannot be calculated automatically. You are welcome to continue payment of your order sans freight costs. We will contact you as soon as we can with a freight quote.

Alternatively you may remove the live goods from your order and process the dry goods as a separate transaction. Although we are happy to combine shipping of live and dry orders, it is not always the cheapest method - usually we send your dry goods as a separate order anyway.

We would also recommend to fill up the box with fish or other goods to split the shipping costs. As for example a 5kg box (standard shipping box) can hold 5-6 medium bags, the larger box around 8-12 med bags.

Shipping methods

Second Nature ships all live goods orders by overnight express. Note that some regional destinations are outside of this range and may take up to 48hrs for delivery.

For WA and TAS customers - please check the quarantine/import restrictions of your State before you place the order, restock or cancellation costs of items may occur.

All our livestock are shipped with the utmost care and diligence. All tropical species will be shipped in an insulated Styrofoam box for maximum survivability. We pack our stock using compressed oxygen and/or Kordon Breather bags. We also supply heat packs where required. Please let us know if your town is expecting freezing conditions so we can pack accordingly!

We send most of our orders using Startrack. In some areas, door-to-door delivery is not available and you may have to pick up from your nearest airport. For some destinations road transit may be used as opposed to air express. Naturally, we will let you know all these details when we contact you with a freight quote.

Startrack logo

Shipping days for livestock orders are Monday and Tuesday only.

We often have to fast fish for a few days before we send them so they don't pollute the bags too much (polluted bag water = dead fish). As such, you may experience delays in the dispatch of your order if you submit it during or right before the shipping period for a given week. Your order will then be shipped the following week.

Freight costs for livestock orders:

Please see our interactive shipping estimator for details about freight zones.

Zones

Livestock Shipping Estimates

Zone 1

  • Orange, NSW (2800) & immediate surrounds = FREE
  • Central West region = $20.00; FREE for orders over $250
  • Blue Mountains region = $25-$35 per box
  • Sydney, Wollongong, Newcastle = $35-$45 per box
  • Canberra & ACT = $35-$45 per box
  • Other Zone 1 destinations = $35-$50 per box

Zone 2

  • Brisbane = $35-$55 per box
  • Melbourne = $35-$55 per box
  • Other Zone 2 destinations = $45-$60 per box

Zone 3

  • All areas = $45-$80 per box


Arrive Alive Policy 2012

Definitions:

'Replacement' means a reimbursement with an equal and identical product. This means another fish of the same species, type, locality, colour, gender and size. Where an exact replacement is unavailable, another suitable replacement fish or fishes of equal or lesser value may be substituted. Substitutes will be arranged between the you the customer and Second Nature. Second Nature reserves the right to deny options for substitution at the discretion of this organisation.

Validation:

All claims must be accompanied by the following documentation:

1. Proof of purchase. Must be the original invoice document, must be dated and must still be fully legible.

2. Proof of expiry. You must provide the dead fish. Must be still recognisable. If unavailable for immediate return, please freeze any corpses in a plastic bag for later examination.

3. Photographic evidence. Not required if fish corpse is received by Second Nature within 24hrs. Please photograph the dead fish while in the bag you received it in. Photographs can be in any form but must be submitted within 24hrs of order receipt for replacements to be considered. Email or text message photo, Faxed photos are not acceptable.

4. A water sample, from the tank in which the fish expired may be required along with other documentation. You will be contacted regarding the requirement of a water sample. Replacement may be refused or delayed at proprietors discretion if environmental maladies are suspected.

Limitations:

Under no circumstances will cash/money be reissued. If a suitable substitute is unavailable, a credit will be issued. Please Note: the original shipping amount will be deducted from the credited amount. Second Nature accepts no responsibility for items where you have given permission for the courier to deliver the parcel to an unattended address. Credits have a use-by date of half a year from purchase. Credits are not redeemable for cash.

Any claims made outside the 24hr window can be submitted using the above format for special consideration.

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