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Terms & Conditions

Pricing and Product Availability

  • We aim to keep our website up to date in regards to products, availability and pricing. As we carry thousands of items, there is a slight time lag in updating information.
  • On occasion, an item you have ordered may not be available. If this is the case, we will try and contact you to arrange a change to the order or a substitute.

Ordering & Cancellations

  • Orders can only be placed online via the Fish & Soy website.
  • Order cut off time is 10pm the day before for next day home delivery. Note, orders made on Saturday will be delivered on Monday as there are no deliveries on Sunday.
  • You must ensure that all information provided by you in relation to your order is accurate, complete and up to date.
  • Please make sure you check your order confirmation carefully as we will not accept liability for incorrectly ordered items.
  • Cancellation of your order cannot occur on the day in which the order is being delivered or sent out to the courier for delivery.
  • We will make the best effort to accommodate late changes to your order. However, once your order has been packed, we are unable to accommodate any more changes.
  • When you use this website, you are responsible for maintaining the confidentiality of your access information and for restricting access to your computer.

Secure Payments

  • We only accept a credit card or Paypal for payment 
  • Payment is taken at the point of despatch when your order has been packed and we know the exact total of the invoice.
  • To ensure protection of your credit card details, payments are processed using a secure, third party payment gateway service. Any changes or updates to your payment information need to be made via our website to ensure the highest level security is maintained. Fish & Soy will not handle any credit card information via phone or email. All credit card details are encrypted and cannot be accessed by our Customer Service Team.

Local Home Delivery Service

  • We require you to be home at the time of delivery. If you are not home and are not contactable by phone, our driver will bring your order back to the warehouse. 
  • If a redelivery is required, we will contact you to arrange a date and time, and you will be charged a re-delivery fee.
  • We will contact you to confirm the delivery date and time. At best we will provide you with a 1 hour delivery window, at worst a 3 hour delivery window.
  • We can not deliver to P.O. boxes or Australia post parcel lockers.

National Courier Delivery Service

  • The usual delivery time is 2-3 days within outer Sydney regions; 3-4 days to other major cities; and 5-7 days to rural areas and Western states. This is a general guideline only.
  • There is a maximum weight restriction of 25kg. 
  • Perishable items from our refrigerated and frozen categories can not be sent by parcel.
  • We can not deliver to P.O. boxes or Australia post parcel lockers.

Returns/Credits Policy

  • We provide a full refund for any item that we have supplied incorrectly or there is an issue with the quality. Please inform us as soon as possible after receiving your order (within 24 hours). 
  • If possible, we will deliver replacement items at no cost, or we will issue a credit on your account or a refund of the item.
  • If you have used the item or thrown it away, we reserve the right to reject your claim for a refund.

Promocodes

  • From time to time we offer promotional codes for either new or existing customers.
  • All promocodes have an expiry date and are available for a defined period of time only. 
  • Eligibility is may be based on meeting a minimum spend. The delivery fee is not included in this minimum.
  • Multiple promo codes are not able to be combined on the same order. One promo code per delivery.

We reserve the right to make modifications to our terms and conditions without notice.