FAQ

Fin Credible Fish is located at:
Inside Prestige Panel Beaters
5 Graham Street
Geduld, Springs
1159, South Africa

Our normal opening hours are:

Monday to Friday: 10:00–16:30
Saturday: Closed
Sunday: Closed
Public-holiday and Christian-holiday trading hours may differ. Please check our current Google Business Profile hours or contact us before travelling on a holiday.

We deliver qualifying livestock, aquatic plants, dry goods and aquarium equipment throughout South Africa.

We do not currently offer international shipping.

Some livestock, very large products and outlying destinations may have special delivery requirements. Please contact us before ordering if you are unsure whether we can deliver a particular item to your area.

Our current standard shipping charges, including VAT, are:

Pudo Locker Small/Medium 1 to 10kg: R150
Pudo Locker Large 11 to 25kg: R250
Gauteng Based: R250
Other Regions:R350
Collection from our Springs store: Free
Exceptionally bulky items, large bubble-wrap parcels, multiple parcels and outlying-area deliveries may cost more. The applicable shipping option will be shown at checkout where possible. If an additional courier charge is required, we will contact you for approval before dispatching the order.

Orders are prepared after payment reflects in our account or has been confirmed by the payment provider.

Our normal dispatch days are:

National livestock and plant orders: Monday to Wednesday
Gauteng local livestock and plant deliveries: Monday to Thursday
Dry-goods orders: Monday to Friday
The earliest dispatch is normally the next permitted shipping day after payment reflects.

Courier cut-off times, weekends, public holidays, weather, destination, stock verification and livestock-welfare considerations may move dispatch to the next suitable day. Dispatch and delivery dates are estimates and cannot be guaranteed.

National livestock orders are booked using a priority or overnight courier service where available. However, an overnight booking may still take 48 hours or longer, depending on the destination and courier network.

Delivery times supplied by Fin Credible Fish or the courier are estimates and not guarantees. Outlying areas normally take longer than major centers.

Tracking information will be supplied once the parcel has been booked. If you are in an outlying area, please contact us before ordering so that we can check the expected transit time.

Livestock or plants may be separated from dry goods so that each part of the order can travel using the safest and most economical courier service.

If we split your order, you may receive two separate tracking or shipping numbers.

We do not charge additional shipping merely because we split a standard order. An additional amount will apply only if an exceptional charge has been discussed with and accepted by you before dispatch.

Yes. Collection from our Springs store is free.

Livestock collection orders are not normally bagged in advance. The livestock is prepared once you arrive at the store to reduce the time it spends in transport bags.

Livestock bags are supplied at no additional charge. You may also request:

Polystyrene cooler box: R62 per box
Heat pack: R50 per heat pack
Please wait for confirmation that a collection order is ready before travelling to collect it.

Our physical and online stores operate from the same location and stock system. We make reasonable efforts to keep website stock information accurate, but stock can change quickly because products are sold both online and in store.

An automated order acknowledgement confirms that we received your order, but it does not by itself guarantee stock availability or dispatch. If an ordered product is unavailable, we will contact you and will not substitute a materially different item without your agreement.

Livestock and plants naturally vary in size, color, shape and appearance and may not look exactly like the representative product photograph.

We accept:

Card payments online through Yoco;
EFT to a listed Fin Credible Fish bank account;
Cash on collection; and
Card payment on collection.
EFT payments can be made to our listed FNB, account. Please use only the bank details shown on our current Payment Options page or official order information.

Orders are processed only after payment reflects or has been confirmed by the relevant payment provider.

The R40 cash-deposit fee applies only when physical cash is deposited into one of our bank accounts. It does not apply to an ordinary EFT or to cash paid at our store.

Please contact us as soon as possible if you need to correct, change or cancel an order.

An ordinary in-stock item that has not been dispatched or specially prepared can generally be cancelled for a refund. Changes are not guaranteed once an order has been packed, booked with the courier or specially prepared.

A reasonable charge may apply where permitted by law if Fin Credible Fish has already incurred non-recoverable costs for a special-order, customized or specially prepared product.

Please include your order number when contacting us

You may arrange your own courier by prior agreement with Fin Credible Fish.

You will be responsible for the courier booking, instructions and courier charges. Packaging and packaging-material charges may also apply.

R62 for a Small Polly Box - Bigger also available
R50 for a Heat pack

Please note that Fin Credible Fish’s Alive Arrival / DOA cover ends once a customer-arranged courier collects the parcel.

Our Alive Arrival / DOA cover applies to eligible livestock and plants sent using the courier arranged by Fin Credible Fish.

A claim must reach us within 1 Hour on the calendar day immediately after Receiving.

Send the claim by WhatsApp and include:

Your order number;
clear photographs of affected livestock in the unopened original bag, or affected plants in their original packaging,
and any additional photographs, video or delivery information reasonably requested by Fin Credible Fish.
Please retain the original bag or packaging until the claim has been assessed.

For an approved claim, you may choose a refund or store voucher for the value of the affected livestock or plants. Courier, delivery and packaging charges are not included in the DOA claim value.

Customer-arranged courier shipments do not qualify for this cover. Please read the complete Alive Arrival / DOA policy before ordering.

Please contact us as soon as reasonably possible and provide:

Your order number:
clear photographs of the product.
photographs of the outside and inside of the parcel.
a photograph of the courier label.
a description of what is damaged, missing or incorrect.
Please do not discard the parcel or packaging until we have assessed the matter. We will provide the appropriate remedy and cover reasonable return costs where required by law.

Please contact Fin Credible Fish before returning any product.

Eligible goods bought online may qualify for the applicable seven-day ECTA cooling-off right. Change-of-mind products must generally be unused, complete and in their original condition and packaging.

Ordinary change-of-mind returns do not apply to livestock, plants, opened consumables, medication, chemicals, water treatments, customised products and certain special-order items, to the extent permitted by law.

Defective products may qualify for repair, replacement or refund under the Consumer Protection Act or an applicable supplier warranty. A product may need to be inspected or sent to the supplier for assessment.

Please read our complete Returns, Exchanges and Refunds policy before returning anything.

Yes. We can assist with freshwater and marine livestock enquiries, aquatic plants, food, medication, water treatments, filtration, lighting and other aquarium equipment.

For more accurate advice, please tell us:

Your aquarium volume and dimensions.
how long the aquarium has been running.
current livestock.
water temperature and available water-test results.
the equipment currently being used.
what you would like to achieve or what problem you are experiencing.
Photographs or a short video can also help. Livestock compatibility, treatment outcomes and future availability cannot be guaranteed, and quarantine is always recommended.

Please include your order number whenever contacting us about an existing order, payment, collection, delivery, return or warranty claim.

WhatsApp / telephone: +27 61 567 7135
Email: fincrediblefish@gmail.com
Contact page: Contact Fin Credible Fish

For a damaged-item or livestock claim, please also include the required photographs and retain the original packaging until the matter has been assessed.