My account login/order history isn't working.
Account passwords couldn't come over to our new website due to the way they are encrypted for your security, so well that we couldn't unencrypt them to transfer them here. Please follow the "forgotten password" link to choose a new password. If your email is not found, you'll need to create a new account.
Any questions, please email us: firstname.lastname@example.org
My gift card code is coming up as "code did not match any active gift card"
Due to the differences in our old gift card system and the new, active gift cards purchased through our old website won't work on this site. We will need to send you a new gift card code for the same dollar value. Please email us your gift card code and purchase info, and we'll reissue it within the hour.
Any questions, please email us: email@example.com
Tell me more about Lay-Buy...
Lay-Buy is the easy way to get what you want, without paying it all up front. We've left it entirely flexible, so YOU choose your deposit (10-50%), YOU choose your lay-buy term (2-6 months) and let PayPal take care of the rest with easy monthly automated payments.
Once your order is placed all items are placed aside so that once your lay-buy is paid off, everything will be ready to ship straight out. Orders are not sent until final payment is confirmed.
Payments are debited monthly on the anniversary date of your Lay-Buy.
Missed a payment? PayPal will try again in 5 days. Lay-Buys will be canceled & deposit refunded if payments are not made, less any applicable fees as below.
0.9% Lay-buy Fee payable to Lay-buy Powered by PayPal, non refundable.
Cancel anytime for a refund, less the Lay-buy fee of 0.9% and excluding 'Special Order' items, aquariums over 49L and other items as listed in our T&C's which incur a 10% cancellation/restocking fee.
All cancellations must be made in writing to firstname.lastname@example.org.
Please refer to our Terms & Conditions for important information about Lay-Buys.
Do you do deliver Australia wide?
Yes, we deliver Australia wide.
The only exceptions are very large items and aquariums to WA, NT & TAS, due to the exorbitant costs to deliver.
How can we contact your team?
You can contact us via email, Facebook Messenger or SMS from 8am-9pm AEDT daily, we'll get back to you very quickly.
Email: email@example.com SMS only: 0447 024 021
I'm worried about ordering an aquarium online, what if it arrives broken?
Whilst we take the utmost care when packing all orders, unfortunately damage does sometimes happen. All of our orders, including aquariums, are covered by insurance for loss or damage in transit. Please unpack your new aquarium with care, just in case it is broken. If it is, just email or SMS us some photos of the damage within 1 business day and we'll get a replacement promptly sent.
We may get our courier to collect the damaged tank, in which case you will need to pack it up to ensure its safe to be sent back to us. There are no additional costs for delivery or any hidden fees- we will take care of you!
Transit insurance is void 24 hours after delivery- you must contact us within this time.
We strongly recommend not ordering any fish or plants until your tank has safely arrived and has been properly cycled.
When will my order arrive?
Our standard delivery times are from 1 to 10 business days.
Delivery to regional WA & NT, remote areas including islands can take approximately 7-15 business days.
For a delivery estimate, simply email or SMS us with your postcode and the item/s you want to order.
Many factors influence delivery times, such as location, order size/weight, stock availability, warehouse loads and courier company. The delivery times listed above are for all of Australia, covering all order sizes.
View our Delivery info by clicking here.
Can I get a tracking number?
Please email or SMS us for tracking info should you need to locate your order, if it has not arrived within 10 business days.
You can also view your order updates at any time via the "Order Lookup" app above.
What payment methods do you accept?
We accept payment via PayPal, Visa/MasterCard, Direct Depost, Cheque or Money Order.
I'm a business, can I send a purchase order?
Purchase orders are not accepted, all orders must be prepaid and placed online. We can provide written quotes if required, simply contact us.
If I can't find a product I need, can you order it for me?
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 many more! Please contact us and we will do our best to get the item for you at our normal low prices.
Can you deliver to my PO Box or Parcel Locker?
For deliveries to a PO Box, Parcel Locker or 'care of" a Post Office, an Australia Post delivery option is available at checkout for standard parcels only.
Due to the service limits (max 22kg, 105cm) of Australia Post, we are unable to send orders over this to PO Boxes, Parcel Lockers etc. Note this is the total packaged weight/size of the order. Courier delivery to street addresses only is available for these orders.
Can I pick up my order?
We are online only and don't have a pick up service. All orders are sent via courier for delivery within 10 business days.
Can I exchange a product?
We will happily provide a store credit or refund for items returned within 14 days from delivery, provided it is not a food, liquid or any other sensitive item as we cannot safely resell these, or an item from our list of excluded products such as impellers, gaskets, aquariums or special order items (for the full list, please view our T's & C's).
If you want it replaced for a different item, you will need to place a new order.
To return an item, or view our Returns information, please click here.
What about warranty?
All our items come with their standard manufacturer warranty. In the event of a product fault or warranty claim, please complete our Returns Form by clicking here.
What do I do if my item has arrived damaged?
All items are insured against damage or loss in transit.
We understand that it's not possible to check all the contents of your order upon delivery, so don't worry, your insurance is not void upon delivery or by signing for your order. Transit insurance is valid for up to 1 business day after delivery.
If your order is damaged, you must email or SMS us photos of the damage within 1 business day of delivery and we'll get you a prompt replacement. We may organise for the item to be returned to us, so don't throw it away just yet.
Do you sell unauthorised goods or "grey imports"?
ALL of our products are sourced from authorised resellers located in Australia and come complete with their manufacturer's warranty. We do not sell "Grey Import" or "Grey Market" products, that is, unauthorised products.
Grey market products are imported into the country legally, however they are not authorised by the manufacturer and don't come with any warranty or technical support. These items do not comply with Australian Electrical Standards and so don't work for long, if at all.
Grey imports are becoming increasingly common in Australia, especially with higher priced goods such as skimmers and chillers. Grey import goods are purchased cheaply overseas and as such they have no warranty. These products are then onsold cheaply to Australian consumers. Unfortunately this price saving is only on the initial purchase; without a warranty it will end up costing a lot more.
If uncertain you can verify that the seller is supplying authorised goods by contacting the authorised reseller for Australia; for the ranges we stock these are PremierPet, Pet Pacific, MasterPet, Pisces Enterprises & AquaDepot Imports.