26/11/2025
Proposed policy updates :
Currently not finalised but are new proposed policies moving foward to help with smoother and more reliable service.
Hook'D on Fish – Policies & Procedures
Effective Date: 25/08/2021
Note: Policy is active, however the business is currently under construction and certain limitations may apply.
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1. Price Match Guarantee Policy
Hook'D on Fish values our customers and strives to offer competitive pricing. Our Price Match Guarantee (PMG) ensures that if you find a lower price for identical stock, we will match it under structured and verified conditions.
Eligibility:
Competitor must be a legitimate, licensed business with verifiable contact details and website.
Must sell the exact same species, size, and condition.
Must list the price publicly on a real, accessible website or store.
Stock must be available for immediate purchase.
Non-Eligible Competitors:
Unverified or private sellers
Third-party marketplaces with unverified sellers
Fake, hidden, or promotional deals
Bulk, membership, or coupon-only deals
Unrealistic or inaccessible stock locations
Proof Requirements:
Provide screenshots or links showing product details, price, shipping, and date listed.
Price Match Conditions:
Matches the total advertised price, including stock and standard shipping.
Applies to current stock pricing only.
Hook'D on Fish may refuse claims deemed unreasonable, unrealistic, or from unverified sources.
Shipping Variability Clause:
Shipping costs and availability may vary depending on location.
Remote areas may incur extra charges or delays.
Price match claims may be refused if competitor pricing does not realistically include shipping.
Customers must provide a deliverable address.
Limitations:
Price match is per item, not for bundles unless stated.
Price match is non-transferable and cannot be combined with other promotions.
Hook'D on Fish reserves the right to update or revoke the policy at any time.
How to Request a Price Match:
1. Email [email protected]
2. Subject: “Price Match”
3. Include all required evidence (screenshots/links, pricing, product details)
4. Requests reviewed within 48 hours
5. Approved adjustments applied before checkout or refunded in-store
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2. Regulation Size Policy
To improve shipping survival and ensure consistent quality, Hook'D on Fish enforces minimum size standards:
Cichlids & other fish: 4 cm minimum
Catfish & Plecos: 3 cm minimum
Refunds:
If a fish is under the minimum size, a refund based on value per centimetre is available. Requirements:
A clear photo of the fish on a ruler
A video unboxing to confirm the fish is from your order
Note: Tank-view photos are not accepted, as tank depth can distort sizing.
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3. Winter Packing Policy – Updated
During autumn and winter (1 March – 31 August), Hook'D on Fish will ensure temperature protection for all shipments:
Temperature regulation: Water temperature is monitored and maintained during shipping to reduce stress on fish.
Complimentary heat packs:
Large boxes: 2 heat packs included
Small boxes: 1 heat pack included
Additional heat packs: At our discretion, we may provide extra heat packs based on weather conditions and fish sensitivity, free of charge.
Customers who wish to add further heat packs for extra safety may do so; a small surcharge will apply.
Heat packs last 8–10 hours once activated.
Important: Ignoring Hook'D on Fish’s advice regarding heat packs or temperature protection may void DOA claims if fish are compromised due to inadequate care during shipping.
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4. Perth Customers – Quarantine Policy
For customers in Perth:
Upon receiving a live fish order, customers must contact quarantine at 0893341802 to book a session.
Hook'D on Fish can advise on the best times and procedures for quarantine to ensure the health and safety of the fish.
The typical cost for quarantine bookings ranges from $67 to $80.
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5. Tasmania Customers & Shipping to Tasmania
We can now ship stock to Tasmania.
Customers should get in contact with their local transhipper to coordinate the process.
Only species on the Tasmania approved ornamental fish list are permitted.
Before placing an order for Tasmania delivery, customers must check the approved species list.
Permissible species list: Tasmania approved ornamental fish list
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6. Northern Territory (NT) Customers – Import / Shipping Policy
All NT shipments require a valid import/movement permit before dispatch.
The customer must supply a copy of the approved permit before order release.
Failure to supply a valid permit may result in cancellation or refusal of shipment.
Permitted Species & Biosecurity:
Only species permitted under NT regulations are allowed.
How to Obtain a Permit:
NT ABLIS Permit Service
Phone: 08 8999 2370 or 08 8999 2144
Email: [email protected]
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7. DOA (Dead on Arrival) Policy
DOA is offered as an optional insurance service, covering Australia-wide shipping.
Customers must video unboxing and provide photos of fish in the bag within 2 hours of delivery.
Hook'D on Fish reserves the right to refuse DOA claims for obscure locations, extended transit times, or unadvised shipping methods.
Cash refunds are only authorized under exceptional circumstances with management approval.
Fish must be received and handled according to instructions to qualify for claims.
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8. Shipping Policy
Preferred shipping: airport-to-airport (Virgin Australia) or Fastway Courier
Shipping occurs Mondays. Tuesday only if Monday flights are unavailable.
Fish are fasted and double/triple bagged with oxygen for safe transit.
Customers must be available to collect their order.
Shipping Delays & Discretion:
Hook'D on Fish may delay shipping due to weather or safety concerns.
Public holidays may result in delayed shipments to avoid weekend depot storage.
During Christmas and peak periods, airport shipping is recommended for last-minute same-day delivery.
Customers are advised that shipping times may vary depending on location.
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9. Quarantine Policy
All fish should be quarantined 4–12 weeks before introduction to a display tank.
Quarantine setup must be isolated with dedicated nets and water equipment.
Hook'D on Fish is not responsible for issues during quarantine.
Customer Support During Quarantine:
Hook'D on Fish provides guidance and support for quarantine-related issues.
Customers must have appropriate water testing equipment, buffer salts, and access to necessary medications.
While we provide support and advice, all treatment decisions remain the customer’s responsibility.
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10. Pickup Policy
Customers must inspect fish visually and confirm health before departure.
Fish can be bagged with oxygen; styrofoam boxes may incur a small charge.
Once fish leave the store, Hook'D on Fish is not responsible for damage due to heat, extended transport, or delayed introduction to tank.
Recommended: direct transfer from store to permanent tank or quarantine tank.
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11. Review & Support Policy
At Hook'D on Fish, your feedback matters! Every review—positive or constructive—helps us grow, improve, and continue delivering the best “Hook, Line & Sinker” experience.
Benefits:
Enter draws for bonus credit or prizes
Receive discounts on your next order
Use the stickers on your shipment to review your order. Don’t forget to review and support—your voice makes a difference!
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12. Illegal Fish & Anonymous Surrender Policy
Hook'D on Fish supports responsible fishkeeping and compliance with Australian biosecurity laws.
Guaranteed Anonymity:
No personal details required
No judgement or penalties
Anonymous in-store or private drop-off
Accepted Stock:
Restricted, illegal, invasive, or misidentified species
Hybrids or variants not allowed in certain states
Disposition of Fish:
Placed in approved systems
Transferred to licensed facilities or authorities
Humanely managed according to regulations
Purpose:
Prevent illegal dumping
Protect ecosystems
Avoid legal consequences
Offer a safe, responsible option
Confidential Advice: Customers may contact us privately to confirm legality of their stock.
