New Koi fish Going on the Website this Week

 Frequently Asked Questions – Buying Live Koi & Goldfish

 Buying live fish online is exciting, but it’s natural to have questions. At Windsor Fish Hatchery, we’ve been safely couriering koi and goldfish across Australia since 1984 — long before online stores even existed.

Here’s everything you need to know before placing your order.  

 How Do You Ship Live Fish? 

We use: 

• Hospital-grade oxygen

• Thick, custom-made plastic bags

• Insulated boxes designed for live fish transport 

Your fish are professionally packed to ensure they arrive safe and healthy. 

We have decades of experience shipping live fish across Australia — your order is in expert hands. 

 When Are Fish Shipped? 

• All live fish and dry goods ship on Mondays only.

• Order cut-off: Saturday 5pm (prior to shipping Monday).

• Fish arrive Tuesday or Wednesday.

• We do not ship during weeks that contain a public holiday (to avoid courier delays).

• We do not ship to WA, NT, or some very remote areas. 

Shipping only on Mondays ensures your fish are not left in courier depots or vans over the weekend. 

For very large fish or multiple-box orders, we may arrange same-day delivery directly through Windsor Fish Hatchery. 

 What Happens After I Place My Order? 

You’ll receive: 

1. Order confirmation email

2. Processing email

3. Shipping confirmation email (sent Monday when dispatched) 

If your email address is incorrect, you will not receive updates — and this may delay your order. 

 Common Reasons for Shipping Delays 

Most delays are due to incorrect order details. Please double-check: 

• Correct mobile number

• Correct email address

• Full street address

• Unit numbers

• Gate codes 

We do not ship to P.O. Boxes. 

If details are incorrect, your order may be placed on hold while we contact you via phone, text, or email. 

Orders placed after 5pm Saturday will ship the following Monday (not the next day). We require at least one full business day to process live fish orders. 

 Live Arrival Guarantee 

We guarantee your fish will arrive alive and healthy. 

When your fish arrive: 

• Follow our acclimatisation procedure before releasing them into your pond or aquarium.

• Read our blog on introducing new koi or goldfish to your pond for step-by-step instructions. 

 Why Do My Fish Look Pale on Arrival? 

It’s completely normal. 

Give them time to settle into your pond or aquarium — their colours will return and improve over the coming weeks. 

 How Do I Order? 

1. Choose your fish.

2. Add koi or goldfish food and any dry goods (pond blocks, algae treatments, etc.).

3. Proceed to checkout.

4. You will receive a shipping quote before payment. 

Shipping fees are paid directly to the courier company.  

Some rural customers may need to collect from their nearest town depot. 

 Individual Fish for Sale 

When purchasing an individual fish: 

• The fish in the photo is the exact fish you will receive.

• Multiple photos and a video are provided.

• Only one of that exact fish is available. 

The product title includes: 

• Fish type

• Size

• Sex If the koi fish is large

• Our internal identification code 

 Batch Fish 

For batch listings: 

• Photos are examples of the type and quality.

• The title states how many fish are included. 

 Where Do I Find the Next Shipping Date? 

The next shipping date is displayed in bold red and black text at the top left corner of: 

• The Koi for Sale page

• Koi Batches & Groups for sale

• The Goldfish for Sale page 

 Food & Dry Goods Shipping 

• Small quantities of food (under 500g) may be packed with your fish.

• Larger food orders and dry goods ship separately via Aramex in a satchel or box. 

We understand that buying live fish online can feel daunting. That’s why we’ve built our systems around safety, reliability, and transparency — so you can order with confidence.