FAQ

Are you available for aquarium consultations?

At this point in time, we are not sorry. 

Do you do aquarium services?

No sorry, at this point we do not, we do however know some people who do, so we can put you in touch.

 

What days do you send freight?

For our dry goods we send your orders 5 days a week Monday through Friday. Normally these are sent the day your order is made.

Our live plants are ordered in fresh each Sunday from the prior weeks sales.  They will normally arrive with us on a Tuesday or a Wednesday they are packed and processed they day they arrive with us and 9 times out of 10 they will arrive with you on Thursday. 

Live fish are sent Monday, Tuesday and Wednesday to the North Island and Monday, Tuesday, Wednesday and Thursday to the South Island

Do you provide tracking numbers? 

Yes we do, as soon as your order is scanned on board with the courier, you will get a tracking number sent to your email address that you used for your order. 

My plants have arrived looking worse for wear, what can I do? 

Send us a couple of photos on either Facebook or to our email getfish@thefishroom.co.nz within 12 hours of its arrival and we will sort out either a refund, replacement or a credit for you plant. It is as simple as that.

My fish seem to be acting funny, what is wrong with them

This is a question we get asked a lot. First we need to know what funny is. Are they at the top gasping? Are they on the bottom not moving? Are their fins clamped? Are they eating? What is your water parameters? When was your last water change?

My fish have turned up dead, what can I do about this? 

Please take a photo of your fish in the bag it came in within 12 hours of its arrival and either send us an email to getfish@thefishroom.co.nz or a send it to us on Facebook and we will arrange a refund for you. We offer a 100% no questions refund for any fish that has arrived dead as long as you follow these instructions. It is as simple as that. 

The plants that have turned up look different to the photos that are on your website. Have you sent me the wrong plants? 

The plants that we get from our commercial growers have been grown emersed 99% of the time. This means that they are grown out of the water and often take a different form to the submersed one that you expected. Rest assured, your plants will convert to submerged and look how you expected them too. 

Being that these are natural products, there is likely to be natural variation in colours and sizes, for this reason we use stock photos on our plant listings.