• FAQs

FAQs

Frequently Asked Questions

How do I place an order?

Purchasing from our online store is simple:

  1. Click “Add to Cart” for all items you wish to purchase.

  2. Click the Cart icon (top right corner).

  3. Proceed to checkout.

  4. Enter your shipping details.

  5. Select your preferred shipping method.

  6. Complete payment.

Once your order is placed and payment has been successfully processed, you will receive a confirmation email with your order number.

When your order is dispatched, you will receive a second email containing your tracking number so you can monitor your shipment.

Do you ship internationally?

We do not ship outside Australia at this time.

Will I receive a tracking number?

Yes — unless the item is shipped directly from a supplier (drop-ship).

Most parcels are sent via Australia Post, which offers reliable tracking.

Large or heavy items may be sent via Sendle or third-party couriers. Tracking accuracy depends on the assigned courier.

Tracking details are emailed once goods are dispatched.

Can I pay over the phone?

Due to recent fraudulent activity, we no longer accept phone payments.

You may place an order over the phone, and we will email a pro forma invoice with secure payment options.

Will I receive an order confirmation?

Yes. Once payment is processed, you will receive a confirmation email with your order number.

Stock & Availability

If an item is listed as “In Stock”, am I guaranteed to receive it?

Our inventory system updates in real time. However, as we operate both online and retail in-store, there may be rare instances where an item sells in-store before online orders are processed.

If stock is low, you may contact us via live chat to secure the item before placing your order.

If an item becomes unavailable after purchase, we will notify you promptly and offer:

  • Full refund

  • Partial refund

  • Backorder option

  • Separate shipment (additional postage may apply)

What happens if an item is out of stock?

If we cannot dispatch your item the next business day, we will contact you immediately with available options.

How long does restocking take?

We place restocking orders weekly (typically Mondays). Most suppliers deliver by Wednesday or Thursday.

If the supplier has stock available, we typically receive replenishment by the following Thursday.

Store Information

Do you have a physical store?

Yes.

📍 657 Botany Road, Rosebery NSW 2018

Warranty Information

Do your products come with Australian warranty?

Yes. All products are supplied by authorised Australian distributors.

Warranty terms vary by brand — please refer to individual product listings.

How does warranty work?

  1. Contact us via phone or email.

  2. We will assess whether troubleshooting can resolve the issue.

  3. If deemed faulty, we will issue a Return Authorisation (RA) number.

  4. Buyer pays shipping to us.

  5. We cover shipping to distributor and return shipping back to you.

Assessment time depends on the distributor.

Warranty does not cover:

  • Wear and tear

  • Water damage in non-submersible products

  • Rust within electrical components

  • Broken glass (with limited exceptions)

  • Misuse or incorrect installation

Some brands (e.g. Red Sea, Reef Factory, Neptune Systems)

Certain brands require customers to contact their support team directly. They determine warranty outcomes and instruct distributors accordingly.

If you experience difficulty, we are happy to assist in liaising with the distributor.

What voids warranty?

Warranty is void if:

  • Product is used outside intended purpose

  • Cables are cut or modified

  • Electrical components show water damage

  • Rust forms inside non-submersible equipment

  • Product is resold second-hand (brand dependent)

What is considered wear and tear?

Wear and tear refers to deterioration due to normal use.

Examples NOT considered wear and tear:

  • Impeller damage caused by sand

  • Broken impeller shaft due to excessive force

  • Torn O-rings from improper maintenance

  • Heater glass breakage due to overheating

  • Broken aquarium glass

Returns Policy (Dry Goods Only)

We accept returns under the following conditions:

  • Return requested within 14 days of purchase

  • Buyer pays return shipping

  • Shipment must include tracking

  • Refund issued after inspection

  • 20% restocking fee applies (based on product price incl. GST, excluding postage)

  • Product must be unused and in original packaging

  • No returns on food, supplements, or hygiene items

  • No returns on special order items

  • RA number must be obtained prior to return

We are not responsible for lost return shipments.

Special Order Items

Special order products are not regularly stocked.

Before purchasing, we recommend contacting us to confirm availability and lead time.

Orders can only be cancelled if we have not yet placed the supplier order (typically Mondays).

Gift Cards

  • Valid online and in-store.

  • No cash change for unused balance.

  • Cannot be used to purchase additional gift cards.

Price Matching

We will do our best to match competitor pricing under the following conditions:

  • Proof of advertised price provided

  • Price includes shipping

  • Item is in stock

  • Product supplied by authorised Australian distributor (not grey import)

  • Competitor is a legitimate Australian business