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 have made your selections, click “cart” on the top right hand corner of the page and proceed to check out. 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?
Non Livestock - We charge a flat rate of $12.50 and FREE shipping for orders over $150 anywhere in Australia. Heavy / Bulky products are excluded. Please select standard shipping and we will contact you for advice of the additional shipping fee. You can send us a message via the Chat button on the bottom right hand corner of our page prior placing the order to find out shipping fee or you can proceed with the purchase and we are happy to provide a full refund should the shipping fee does not suit you.
Live Plants - We charge a flat rate of $18 and FREE Shipping for orders over $150 within NSW, VIC, QLD and SA. Currently we are not shipping livestock to WA and TAS. Please select Express Shipping if you have Live Plants in your order. You can combine Live Plants with Non livestock in one order.
We take great care in packing our live plants and we provide a Live Arrival Guarantee. Buyer is responsible for tracking the order and be present to receive the shipment. Live Arrival Guarantee is void if the shipment fail to be delivered as no one was around to receive it. Claim must be made on the same day as the shipment arrival and clear photographic evidence must be emailed to us promptly.
Live Corals -
We ship corals only on Tuesdays. We offer Live Arrival Guarantee. Courier Service is only available for frags (exception may be made for less sensitive corals). Courier Service is not offered if your location is very remote.
Customer is responsible to track the shipment and be present to receive the shipment. Live Arrival Guarantee is void should customer is not available to receive the package on delivery day.
In the unlikely event that your corals arrive dead, please contact us immediately via chat box in our website (bottom right hand corner) and provide clear photographic evidence.
Door to Door service 5kg box can fit up to 20 Frags. Please message us if you are unsure which freight option to choose upon check out.
We are not able to service Tasmania and Western Australia at this stage.
Live Fish - We do not ship Live Fish via courier or post! Exception can be made if you live in metro area with more reliable network of couriers but at buyer's risk. Airport to airport shipment can be arrange for larger orders.
We are not currently sending livestock interstate.
Do you ship internationally?
We do not ship outside Australia at this stage.
Is there a tracking number with the shipment?
Always unless it is a drop-ship direct from supplier. Most of our orders are sent through Australia Post which is the most reliable in terms of tracking.
Heavier or larger items that cannot be sent through Australia Post, may be sent via Sendle which employs third party courier and their tracking is only as good as the courier that happen to be assigned the work. Tracking number will be sent to your email address once the goods have been dispatched.
Can I pay over the phone?
Due to a number of fraudulent activities recently, we have disabled this service. You can place the order over the phone with us and we will email you a pro forma invoice with options to pay.
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. However, we are open for retail walk-in and there is a chance for the product you are purchasing to be sold before we have the chance to physically process it. If the stock level is low, you can send us a message via the chat button on the bottom right hand corner to make sure we are able to secure your product prior to placing the order. Alternatively, you can proceed with the order and we will notify if the product is no longer in stock and provide a full or partial refund.
What happens if the product I want to buy is not in stock?
If for whatever reason, 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 does incur additional postage fee).
How long does it take for an out of stock item to come back in?
We do large volume of sale every week and we generally get shipment from 90% of our supplier every single week. Typically, we always send restocking order every Monday and generally we receive stock by Wednesday / Thursday. Unless our supplier is out of stock, we typically will have stock back in by the following Thursday.
Do you have a physical store?
Yes. Our store address is 657 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 endeavour 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. Generally, any sign of water and rust within the body of an electrical goods such as lights, will void the warranty. Warranty does not cover broken glass (Aquarium heater / Aquarium) however there maybe exceptions. Please send us a clear photograph.
A few brands such as Red Sea, Reef Factory, Neptune requires end users (customers) to directly contact their support via email directly. Their support team will determine the outcome of the warranty and will instruct the Australian Distributor to send us the part / replacement for you. In most cases, we will not be notified until they have concluded the assessment. If you are stuck with your case, feel free to reach out to us and we will endeavour to speak with the Australian Distributor to speed up the process.
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 has water damage or rust within the electrical component. 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. Warranty does not transfer if the product is sold second hand to someone else (exception are made with certain brands).
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. These are some example some cases which is not considered as wear and tear: grinding of filter impeller with sand, broken impeller shaft due to applying too much pressure during maintenance, torn o-rings, broken heater glass due to overheating, broken glass tank etc.
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”.
- We cannot refund a product that has been opened or used and are not in the original packaging.