FAQs

How to place an order?

Purchasing from our online store is simple. All you have to do is click “add to cart” for all the items you wish to purchase. Once you made your selections, then click “cart” on the top right hand corner of the page and proceed to check out. Once you fill in your shipping details, you can then proceed with selecting the shipping method and proceed to payment. Once order is placed and payment has been processed, you will receive a notification email confirming your order. You will receive another email once your order has been dispatched along with a tracking number for you to track your consignments whereabouts.

 

How to choose the right shipping fee?

Dry goods and livestock will be packed and shipped differently. We charge a flat rate of $7.50 for shipping dry products no matter how big your order is anywhere in Australia.

Livestock are dispatched only by Airport to Airport service. You will receive a phone call from us advising the exact shipping fee and advice for delivery time. 

  • Interstate customers – We ship through Qantas Freight and it is an Airport to Airport service. Buyers must pick up at your nearest airport. We apologize that we will not send livestock through Australia Post or courier due to the risk involved.

 

Is there minimum order value for livestock?

No. There is no minimum order to purchase our livestock.

 

How do I know when to expect my livestock order to arrive?

We will call you personally to explain how the freight system works and try to arrange the best time for you to receive the order. Please note that it is important to provide us with a valid contact number as we will not dispatch any order before getting confirmation on the phone from you on the best time that suits you to receive the order.

 

Do you ship internationally?

We do not ship outside Australia at this stage.

 

Is there a tracking number with the shipmet?

We use both FASTWAY and Australia Post to send our dry products. Australia Post does provide a tracking number which will be sent to your email address once the goods have been dispatched.

 

Can I pay over the phone?

Absolutely!  You can call us during our trading hours and we will be able to help with credit card payment over the phone.

 

Will I get a confirmation with my order?

Once your order is placed and payment has been processed, you will receive a notification email along with an order number.

 

When the listing say that a product I ordered is “in stock”, am I guaranteed to get it?

The quantity on our system is LIVE but it is the quantity we currently hold in for both stores and we do have a high turnover rate. If the stock level is low, before your order is confirmed and payment is processed, the product may still get sold to someone else.  Once check out is completed, you will be notified if any of your products purchased is no longer in stock.

 

What happens if the product I want to buy is not in stock?

If we cannot fulfill your order for next day dispatch, we will send you an email straight away to give you the option for full or partial refund, wait until we get the new stock back in or dispatch your order in separate shipment (this will incur additional postage fee).

 

How long does it take for an out of stock item to come back in?

We always place order to our supplier for every Monday. Usually it only takes a few days to get our stock back in unless the supplier does not have stock.

 

Do you have a physical store?

Yes. Our online store is based in 400 Botany Road, Beaconsfield, NSW 2015 and our warehouse is located at 657A Botany Road, Rosebery, NSW 2018.

 

Does your products comes with Australian Warranty?

Yes. All our products are from the Authorised Australian Distributor. Warranty terms are varied so please refer to our product listing to check for warranty terms offered by the distributor.

 

How does warranty work?

First you need to contact us by phone or email and we will discuss in case its simple procedure to fix your problem. If we determined that the product is indeed faulty, we will issue you with an RA number for you to attach on the box that you send back to us (this helps speed up the warranty process). The cost of shipping the faulty product to us should be paid by buyer and we will cover the cost to ship the goods back to supplier and back to you. We will endeavor to make the claim as quick as we can but ultimately it is at the distributor’s discretion as to how long it take for them to fix the product. Please note that warranty does not cover wear and tear.

 

Why is my warranty void?

Customers please be aware that certain conditions make the warranty void; Products must be kept in good condition. Because we are dealing with aquarium products where moisture and water, please take extra care not to keep non-submersible aquarium products in a dry environment away from moisture. Warranty is void if the product is accidentally fell in water. Warranty is void when product is being used not according to its intended use. Warranty is void if the cables are cut/altered in any way.

 

What constitutes wear and tear?

Wear and tear is  damage that naturally and inevitably occurs as a result of normal wear or aging especially for consumable parts ie. filter impeller, o-rings etc. Our suppliers usually have these replacement parts available for sale.

 

What is a special order item/product?

Special order products are products that we do not usually have in stock as it may not be an oversized item / non popular item. Before committing on buying, buyers are encouraged to call / email us to check estimated time when we can get the product from supplier to send to you as it might not be in stock in Australia. If you have placed the order before contacting us, you can cancel the order provided we have not order that product from our supplier (Mondays).

 

How does your Gift Card work?

Gift Cards can be used at our retail store too! However, for retail purchases, if you do not spend the entire balance on the gift card, we cannot issue cash change. Gift cards cannot be used to buy further gift cards.

 

Will you match prices?

We will definitely try! We buy bulk from suppliers and always pass the savings to our customers. However, if you find cheaper advertised price, we will try to match it. Condition: Proof of cheaper advertised price must be given, price must include shipping, product must be in stock, product must be from the Australian Distributor / not grey import, the advertising store must be a legitimate business.

 

What is your returns policy on dry products?

If you change your mind / if the product your purchased from us is not suitable for your needs, we do accept returns as long as you can meet these conditions:

  • Returns is within 14 days of purchase
  • Buyers must pay the shipping fee
  • The shipment should include tracking. Aquaristic takes no responsibility if the shipment went missing.
  • Refund / replacement will be issued only after we receive the returned goods.
  • A restocking fee of 20% will be charged (based on price of original product + GST excluding postage)
  • Due to hygiene reasons, we cannot accept food and supplement items.
  • Buyer must contact us to get an RA number before sending the product.
  • We will not accept returns on “special order item”.

 

What is your return policy on livestock?

Under no circumstances, Aquaristic Online will accept returns on livestock. This applies to walk in customers too. We apologize for the inconvenience but we have this policy in place as we are very strict with our disease management and we are very selective with what goes in into our system.

 

Do you have a DOA (Dead on Arrival) Policy on livestock that is shipped?

Yes we do! (Only for Airport to Airport shipping option). We provide live arrival guarantee on all the livestock that we ship under these terms:

  • Buyer must notify us of the loses within 2 hours of receiving the shipment.
  • The livestock must still be sealed in the bag and
  • Photographic evidence must be taken and sent to our mobile number or to our email.

 

What does it mean by WYSIWIG?

What You See is What You Get. WYSIWYG listings basically means that the livestock photo that you see is the actual livestock that you will receive if you purchase it. Standard livestock usually will not be listed under WYSIWYG.

 

How are the photograph taken?

Coral system: 6ft x 750mm x 450mm.

Lighting: 2x Kessil 360WE Tuna Blue

Coral Depth: 30cm underwater

Lighting: 14,000Kelvin

Camera: CANON

 

What if my livestock shipment gets delayed?

When we pack our livestock, we always assume that the shipment will get delayed. We always make sure that your livestock will last for more than 24 hours in the Styrofoam box. However, should you not receive your order at the advised time period, please let us know so we can try to track it from our end just in case it get sent to the wrong address.