Shipping policy
Shipping Overview
At Fresh Start Gardens, we take great care in safely packaging and delivering all livestock, plants, clothes/merch and aquarium products Australia wide.
Every order is packed with attention to detail to help ensure your items arrive in healthy condition and exactly as expected. We use secure packaging methods designed to minimise stress during transit and protect products throughout the shipping process.
Shipping is available across most areas of Australia, with local pickup also available from Seaford Rise, South Australia by appointment.
Dispatch Times & Tracking
Orders are typically prepared and dispatched within 3-10 business days after payment confirmation.
To help ensure the safety and wellbeing of livestock during transit, live shrimp and fish are shipped Monday to Wednesday ONLY. This helps reduce the risk of parcels being delayed over the weekends or public holidays.
During periods of extreme weather, high temperatures, or severe courier delays, dispatch may be adjusted to ensure livestock are shipped under the safest possible conditions.
Customers will receive tracking number information on livestock or products once their order has been dispatched.
Live Arrival (DOA) Policy
At Fresh Start Gardens, the health and safe arrival of our livestock is extremely important to us. All shrimp and fish are carefully inspected, packed securely, and prepared with great care prior to shipment.
Please Note: We have never experienced a DOA (Death on Arrival) during shipping.
In the unlikely event that a DOA occurs, the following conditions must be met for the claim to be reviewed and considered eligible under our Live Arrival Policy:
1. DOA claims must be submitted within 50 minutes of confirmed delivery time
2. Clear photographs much be provided showing:
- The deceased livestock inside bag
- The original unopened bag they arrived in including rubber band
- The full packaging and shipping box
3. Livestock must remain sealed within the original unopened bag for assessment purposes
4. Confirmation must be provided that the parcel was not left unattended for longer than 1 hour after delivery
Any use of edited, AI-generated, misleading, or fraudulent images or information during the claims process will result in the claim being immediately denied and may result in permanent refusal of future services from Fresh Start Gardens.
Once the claim has been reviewed and approved, Fresh Start Gardens may provide an appropriate resolution which may include:
1. Replacement livestock
2. Store credit
3. Gift card compensation
Please ensure somebody is available to receive the parcel upon delivery, especially when purchasing live shrimp or fish. Livestock should not be left unattended outdoors or exposed to extreme temperatures after delivery.
Fresh Start Gardens is not responsible for issues caused by:
1. Incorrect Shipping information provided by the customer
2. Missed deliveries or parcels left unattended
3. Delays caused by the courier service
4. Damage occurring after the successful delivery confirmation
By placing an order, customers acknowledge and agree to these responsibilities to help ensure the safe arrival of all livestock and products.
The health and safety of our livestock is our highest priority. In cases of extreme weather conditions, severe temperatures, or major courier disruptions, Fresh Start Gardens may delay shipment to provide the safest possible transit conditions for shrimp and fish.
While we work closely with trusted courier services, delivery timeframes cannot be guaranteed once parcels have been dispatched. Unexpected delays caused by couriers, weather events, transport interruptions, or peak shipping periods may occasionally occur.
Customers will be notified if significant delays are expected prior to dispatch.
Local Pickup
Local pickup is available from Seaford Rise, Adelaide, South Australia by appointment only.
Customers will be contacted once their order is ready for collection to arrange a suitable pickup time. Please ensure orders are collected promptly at the arranged times to help minimise stress to livestock.
We recommend bringing an insulated container or cooler during warmer weather for the safe transport of shrimp and fish after pickup.