- Do I have to register at Aquariumz.au to place an Order?
Yes, you need to register so that when your parcel is shipped, you can track the status and delivery details from the “Your Account” section.
- Can I get free shipping on products purchased?
All orders of AUD $200 and over, qualify for free shipping within Australia only.
The maximum allowable weight to qualify for free shipping is 5kg.
- When I buy a product from you, is it considered a contract?
A product viewed on Aquariumz.au online store is an offer to treat; adding a product to your cart and proceeding through the checkout process does not constitute a legally binding contract of sale. Only once confirmation of shipment has been received has a contract of sale been formed. This is also in accordance with international laws and/or regulations such as the Electronic Transaction Bill 1999 (US), Electronic Commerce (EC Directive) Regulations 2002 (EU) and Consumer Protection (Distance Selling) Regulations 2000 (EU).
- How Can I Make Changes to Orders After Payment?
If you would like to change the details of your order you need to act quickly. The safest way to change your address is by contacting us through our live chat support or submitting a ticket directly: support@aquariumz.au. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the parcel has been dispatched.
Simply sending us an email does not constitute an agreement nor does it mean we can act upon your request in time. We strongly urge you to contact us also via Whats App and/or Facebook messenger if you find that your address details are incorrect or need to be changed.
- What do I do if I Received the Wrong Item(s) or Missing Item(s) from My Order(s)?
We take our shipping and dispatch accuracy very seriously. If you have received a parcel that is incorrect or incomplete, you must do the following within 48hrs of receiving the parcel;
- DO NOT throw any of the packaging or product materials away. Keep the entire package 100% as you received it.
- Weigh your parcel and its contents. You can use a kitchen scale for this. It must be accurate to 5g.
- Photograph the parcel and its contents. The photo must show products, parcels, and packing materials clearly.
Contact Support Centre with the following information:
- Order ID
- Parcel Weight
- Problem with Order
Attach photos of the parcel and contents, as stipulated above. Failure to follow the procedures above will result in a rejection of the claim. Never accept a parcel that is crushed, damaged, or has been left open, possibly allowing contents to fall out. In any case, we will do our best to resolve the best way possible.
- What is Your Policy for Lost Parcels?
We do not consider a parcel lost until after we have filed a missing parcel report with Australia Post. We can do this after 30 days for items sent to Australia (for Express it will be 10 days) or 45 days for items sent internationally.
Once we have filed a missing parcel report and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel. We will confirm with you your address during this process. We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
- What do I do if My Parcel has Not Arrived or Delayed?
We can understand the frustration associated with a late parcel. A late parcel could be the result of any number of reasons. Please understand that we have no control over any postal and/or courier service.
BEFORE you contact us regarding a late parcel, please check with your local post office. In most cases, parcels that do not arrive at your home are waiting for you at the post office for collection. We provide a tracking number with every order to ensure that it can be tracked and inquiries can be lodged.