Frequently Asked Questions

Do you ship nationwide?

Yes - we deliver throughout South Africa. If you're in a remote area we may need to use an alternative courier or make special arrangements; contact us first if you're unsure whether we reach your area.

How fast will my order arrive?

Orders are processed within 1-2 business days. Dry goods (food, hardware, and accessories) then ship standard courier, arriving in 2-5 business days, with free shipping on orders over R2000. Live animals ship express or overnight courier, Monday to Wednesday only, so nothing spends a weekend in transit - live animals are only dispatched when weather and courier availability are suitable for them.

What happens if a fish or shrimp arrives dead?

We take great care packing livestock, but transit can occasionally go wrong. Our Live Arrival Guarantee covers livestock shipped via our recommended express/overnight courier: notify us within 2 hours of delivery with clear photos of the unopened bag and the animal, and we'll arrange a credit, refund, or reshipment depending on availability. Live plants are shipped with care but aren't covered by the DOA guarantee - contact us if there's a quality issue and we'll help.

How do I acclimate new fish or shrimp to my tank?

Don't tip livestock straight into your tank - a sudden change in temperature or water chemistry is stressful and can be harmful. Float the sealed bag in your tank for 15-20 minutes to match the temperature, then gradually add small amounts of your tank water to the bag over 20-30 minutes before gently netting the animal into the tank (avoid adding the transport water itself to your tank). Shrimp and snails are more sensitive to sudden water changes than most fish, so take it slowly with them in particular, and consider a drip acclimation over an hour or more for shrimp.

Do I need to cycle my tank before adding fish?

Yes, ideally. A new tank needs time to build up the beneficial bacteria that break down fish waste (the "nitrogen cycle") before it can safely support a full stocking level - adding too many fish to an uncycled tank is one of the most common causes of early fish loss. If your tank is brand new, start with a small, hardy stocking level and add fish gradually over several weeks while testing your water, rather than stocking it fully on day one. We'd also recommend a short quarantine period for new arrivals before adding them to an established tank with existing fish.

How do I know what size heater or filter I need?

It depends on your tank size and where it sits in your home - see the buying guidance on our Heaters and Filters category pages for a starting point on wattage and turnover rate. If you're not sure, contact us with your tank size and we're happy to help you pick.

What payment methods do you accept?

Card, EFT, and cash on delivery.

Can I return something I've ordered?

Livestock is covered by our Live Arrival Guarantee above rather than a general returns policy - it isn't practical to "return" a live animal. For hardware, food, and other dry goods, if something arrives damaged, faulty, or not as described, contact us at info@gillsandthrills.co.za and we'll sort it out.

How do I contact you?

Email info@gillsandthrills.co.za or WhatsApp 063 900 5838 - see more about us on the About Us page.