Shipping & Returns Policy
Shipping, Returns & Live Livestock Policy
Last updated: 25 September 2026
Shipping & Delivery
Where We Ship
We currently ship orders to addresses within South Africa only.
We use trusted courier partners and specialised transport methods where required to ensure products arrive safely and in the best possible condition.
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Shipping Costs
Shipping costs are calculated at checkout based on the order value, parcel size, weight, and delivery location.
The final shipping cost will be displayed before you confirm your purchase.
Additional specialised shipping requirements for live livestock may apply and will be communicated before dispatch where necessary.
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Order Processing Time
Orders are generally processed within 1–2 business days after payment has been confirmed.
We do not process or dispatch orders on weekends or South African public holidays.
Live livestock orders may be scheduled according to suitable weather conditions, courier availability, and animal welfare considerations to maximise safe delivery.
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Delivery Times
Estimated delivery times are:
• Major cities: approximately 2–3 business days
• Outlying areas: approximately 4–7 business days
Delivery times are estimates only and may vary due to courier delays, weather conditions, public holidays, or circumstances outside of our control.
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Live Marine Livestock Policy
AQUA-DEEZIAC takes every precaution to ensure that live marine livestock, including fish, corals, and invertebrates, are carefully selected, packed, and transported using appropriate methods.
Due to the nature of live animals, some risks associated with transport cannot be completely eliminated. We therefore require customers to follow the procedures below to assist with any livestock-related concerns.
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Live Livestock Delivery Inspection
Customers must inspect their livestock immediately upon delivery.
If any fish, coral, or other live aquatic animal arrives:
• Deceased
• Seriously damaged
• Showing signs of severe distress or poor condition
The customer must notify AQUA-DEEZIAC within:
2 hours of delivery for deceased livestock claims
and
24 hours of delivery for health or condition concerns
by contacting us through the Contact Us page.
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Requirements for Livestock Claims
To allow us to assess the issue, customers must provide:
• Order number
• Date and time of delivery
• Clear photographs or video evidence of the livestock and packaging
• A description of the issue observed
For deceased livestock, photographic evidence may be required before any replacement, credit, or refund is considered.
Failure to report within the required timeframe may affect eligibility for a claim, as livestock condition can change after delivery due to aquarium conditions, acclimation procedures, or handling after arrival.
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Customer Responsibilities After Delivery
Customers are responsible for ensuring:
• The aquarium system is suitable and established for the purchased livestock
• Water parameters are appropriate for the species purchased
• Correct acclimation procedures are followed
• Livestock is introduced into suitable conditions immediately after delivery
AQUA-DEEZIAC cannot accept responsibility for livestock losses caused by:
• Incorrect acclimation
• Unsuitable aquarium conditions
• Poor water quality
• Incompatible tank mates
• Improper handling after delivery
• Failure to follow care instructions
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Livestock Replacement, Refunds & Credits
Where a valid livestock claim is approved, AQUA-DEEZIAC may provide one of the following remedies:
• Replacement livestock, subject to availability
• Store credit
• Refund where applicable
The remedy provided will depend on the circumstances of the claim, livestock availability, and the nature of the issue.
Shipping costs associated with approved livestock mortality claims may be reviewed on a case-by-case basis.
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Returns & Refunds
Your Rights Under the Consumer Protection Act
Under the Consumer Protection Act 68 of 2008, customers have the right to return goods and receive appropriate remedies where goods are:
• Defective or not of acceptable quality
• Not fit for their intended purpose
• Not matching the description or sample provided
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How to Initiate a Return
To initiate a return, customers must contact AQUA-DEEZIAC through the Contact Us page within 30 days of receiving their order.
Please include:
• Order number
• Description of the issue
• Supporting photographs where applicable
Customers should not return goods without prior authorisation.
We will respond within 2 business days with further instructions.
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Condition of Returned Goods
Returned goods must be:
• In their original condition where possible
• Returned with original packaging where applicable
Items that have been used, damaged by the customer, modified, or returned without approval may not qualify for a refund.
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Non-Returnable Items
Certain products may not be eligible for return due to their nature, including:
• Live fish, corals, and other livestock (subject to the Live Livestock Policy above)
• Perishable biological products
• Custom-made aquariums or personalised products
• Opened products where hygiene, safety, or product integrity prevents resale
Any product-specific exclusions will be clearly indicated on the relevant product listing.
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Refund Processing
Once approved returns have been received and inspected, refunds will be processed within 7 business days.
Refunds will be issued using the original payment method where possible.
Return shipping costs remain the customer's responsibility unless the return is due to a product defect or an error by AQUA-DEEZIAC.
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Local Pickup
Where available, local pickup will be offered at checkout.
Customers will be contacted to arrange a suitable collection time and location.
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Contact
For any queries relating to shipping, returns, livestock health concerns, or claims, please contact AQUA-DEEZIAC through the Contact Us page.
Please include your order number in all correspondence to allow us to assist you efficiently.