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?
We charge a flat rate of $8.50 for shipping dry products no matter how big your order is anywhere in Australia.
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 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 on (02) 8399 1314and 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. 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 store address is 400 Botany Road, Beaconsfield, NSW 2015.
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.
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”.