FAQ

Frequently Asked Questions

Please read our terms and conditions for important information or contact us with any queries you may have.

When will my order arrive?

Please allow up to 10 business days for delivery of your order, although most orders arrive before this.

Please note that delivery times are outside of our control and we cannot guarantee a delivery timeframe. It is often impossible to predict demand and so short delays can occur.

 

What payment methods do you accept?

We accept payment via PayPal*, Visa/MasterCard (online or over the phone), Bank Deposit/Transfer, Cheque or Money Order.

*Paypal payments attract a 3% surcharge due to the higher fees associated with accepting these payments.

Can you Express Post my order?

Unfortunately to keep our prices at a minimum we do not offer an express or fast shipping service. We ship all orders as fast as we can. Please allow up to 10 business days for delivery.

What are the delivery costs?

Flat Rate shipping is $8.95 for up to 5kg. Insurance is extra.

For larger items, delivery costs vary depending upon order weight, size and shipping location. These costs are automatically calculated and will be applied at checkout.

Surcharges for orders over 5kg may apply to delivery to WA, NT and remote/rural areas and will be invoiced upon order processing.

To view the shipping costs, you will need to add the product to the online shopping cart and select "View Cart" or "Checkout". Simply enter your shipping information in the calculator located towards the bottom of the page to view the shipping costs.  

What delivery methods do you offer? 

Where possible, we ship via Australian Air Express (AaE). For large or fragile orders we may ship via a courier service.

Please read our terms and conditions for important information.

Do you offer transit/postal insurance?

We offer both insured and uninsured delivery options for you to choose from at checkout.

For orders including insurance, cover will be provided to the replacement value of your total order to protect against loss or damage occurring during transit.   

For items sent via a regular service, no liability is accepted for any damage or loss. Please choose a delivery method which includes insurance to protect your order from loss or damage.

 

I can't find the product I need, can you order it in?

We can source many products which are not listed in our store, including the rare and hard to find. We have access to a wide range of spare and replacement parts for all the items we stock and more!

Please contact us and we will do our best to get the item for you at our normal low prices. We don't charge additional fees for special order items.

 

What products should I use in my aquarium?

Please contact us to discuss your individual aquarium requirements. Please include your tank dimensions (Height, Length and Width), your current/planned inhabitants (reef, marine or freshwater fish, quantity and sizes) and any other requirements you may have.

The Eheim Aquarium Guide and the Eheim Nano Aquarium Guide are fantastic resources to assist you with setting up and maintaining a happy, healthy aquarium.

 

Can I exchange a product?

We will happily exchange your product within 7 days from delivery, provided it is not a food, liquid or any other sensitive item. Simply return the product to us in an as new/unused condition and we will send you a new product or issue a store credit. All return postage costs must be paid for by you along with any price difference.

Please contact us prior to returning any item, we may not exchange your item if prior notice is not provided.

Our terms and conditions contains important information about exchanges.

What about warranty?

All our items come with their standard manufacturer warranty. In the event of a product fault or warranty claim, please contact us.

Please read our terms and conditions for more information.

I want to purchase an aquarium or fragile item....

We recommend all aquariums and other fragile items such as lights and ornaments are shipped by an insured delivery option to insure against item breakage. Items sent via a regular service are not covered against breakage.

Please read the terms and conditions for important information.

 

What do I do if my item has arrived damaged?

All items are packaged and sent with the utmost care. For orders which include insurance to protect against loss or damage incurred during transit please contact us within 24 hours to lodge a claim. 

For items sent via regular parcel excluding insurance, no liability is accepted for any damage/loss. Please choose a delivery method which includes insurance to protect your order from loss or damage.

Please read our terms and conditions for important information.

 

Do you sell unauthorised goods or "grey imports"?

We do not sell "Grey Import" or "Grey Market" products, that is, unauthorised products. Grey products are imported into the country legally, however they are not authorised by the manufacturer and so do not come with any warranty or technical support.

ALL of our products are sourced from authorised resellers located in Australia and come complete with their manufacturer's warranty.

Grey imports are becoming increasingly common in Australia, especially with higher priced goods such as skimmers and chillers. Grey import goods, whilst appearing identical, often do not comply with Australian standards and as such are purchased cheaply overseas. They therefore do not come with a manufacturer warranty.

Because the resellers' purchase the items cheaply they can sell them for less. Unfortunately this price saving is only on the initial purchase; without a warranty it may end up costing a lot more.