Order by 1pm AEDT and we'll send your order the same day*

Frequently Asked Questions

We supply a huge range of aquarium supplies, just not their inhabitants.

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, in case it is broken. If there is any damage, you must email or SMS us some photos of the damage within 1 business day and we'll organise a replacement.

Our courier will collect the damaged tank, you will need to pack it up to ensure its safe to be sent back to us.

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.

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.

We'll be introducing pick up from our warehouse in Hume, ACT, in the near future.

At this time, store pick up is not available.

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. 

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 24 hours after delivery.

If your order is damaged, you must provide photos of the damage within 1 business day of delivery and we'll get you a prompt replacement. No photos, no replacement. This is a requirement of our transit insurance.

We will organise for the damaged item to be returned to us, so don't throw it away.

Click here to complete our online returns form.

You can upload your photos in the form, or SMS them separately.

 

Transit insurance is void 24 hours after delivery- you must contact us within this time. After this, claims for damaged items will be refused.

 

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

ALL of our products come with Australian plugs and meet Australian Electrical Standards.

We do not sell "Grey Import" or "Grey Market" products, that is, unauthorised products. For more, visit the ACCC info guide by clicking here.

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. Most are not manufactured to Australian Electrical Standards and can pose a risk to consumers. Many are just inferior knock offs.

 

Delivery is $7.50 for all standard size orders. If your order is big, heavy or fragile, additional costs will apply. An Express option is available which is charged at cost price, this may be sent via Australia Post express or by overnight courier.

All costs are displayed prior to purchase via the postage calculator found in the online cart, located by clicking on any "View Cart" or "Checkout" button.

PO Box, Parcel Lockers, Parcel Collect or 'care of" a Post Office, an Australia Post delivery option is available at checkout. Overweight and oversized orders can be delivered to street addresses only, such as your home or workplace, as AusPost has weight/size restrictions.

Star Track can deliver to Parcel Lockers up to 3kg, so you can use the flat rate delivery option for small orders.

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.

Our delivery info is here. You can use the online calculators on our delivery page for an estimated delivery time.

Orders placed before 1pm AEDT are dispatched the same day, excluding aquariums and bulky goods that require a pallet collection.

Express Post orders are sent via overnight delivery services including courier and AusPost, however if you are outside the next day delivery network this may take longer. Express services cannot be guaranteed due to factors we have no control over (i.e other companies doing the deliveries).
.
Special order items will vary as they need to be ordered in: contact us for estimated times for the item you wish to order. We order fortnightly from our suppliers so provided the supplier has stock, most arrive quickly. We'll email you within a day with the estimated arrival date of your special order.

 

The fastest delivery method is Express Delivery where available (for small items only).

For everything else we offer several delivery choices at checkout, to cater for Rural, PO Box and other delivery requirements and for some, just personal preference of post over courier, which all take the same amount of time to arrive.

You can use the online calculators on our delivery page for an estimated delivery time.

Express Post orders are sent via overnight delivery services, however if you are outside the next day delivery network this may take longer. Express services cannot be guaranteed due to factors we have no control over (i.e other companies doing the deliveries).
Special order items will vary as they need to be ordered in: contact us for estimated times for the item you wish to order. We order fortnightly from our suppliers so provided the supplier has stock, most arrive quickly. We'll email you within a day with the estimated arrival date of your special order.

We will send you an email when your order is on the way with the tracking details for your order.

You can also view your order updates including tracking at any time via the "Track Order" app above.

For deliveries to a PO Box, Parcel Locker, Parcel Collect or "Care of" a Post Office, an Australia Post delivery option is available at checkout for standard parcels only.

Weight and size limits apply for Australia Post & Parcel Locker deliveries, due to Australia Post size restrictions. For PO Boxes the max packed weight is 22kg & max length is 105cm. Parcels larger than 39 x 36 x 64cm and heavier than 16kg cannot be sent to a Parcel Locker. If your order is too bulky for these, you will need to provide a street address.
.
If we need to contact you to get an updated address, it will delay your order.

For deliveries to a PO Box, Parcel Locker, Parcel Collect or 'care of" a Post Office, an Australia Post delivery option is available at checkout.

Star Track can deliver to Parcel Lockers for very small orders up to 3kg, so you can use the flat rate delivery option for these.

Weight and size limits apply for Australia Post & Parcel Locker deliveries, due to Australia Post size restrictions. For PO Boxes the max packed weight is 22kg & max length is 105cm. Parcels larger than 39 x 36 x 64cm and heavier than 16kg cannot be sent to a Parcel Locker. If your order is too bulky for these, you will need to provide a street address..
 
If we need to contact you to get an updated address, it will delay your order.

We'll be introducing pick up from our warehouse in Hume, ACT, in the near future. At this time, store pick up is not available.

We can send small orders to New Zealand through Australia Post International services. Pricing is available in the cart. Any import duties or other charges are payable by the customer and are not included in the final order price.

We will not send foods or fragile items to New Zealand (excluding small Blue Planet light bulbs). Orders with such items will be canceled.

We don't offer any other international shipping nor do we support the use of freight forwarders. We won't complete any customs forms or freight documentation for third party freight forwarding companies.

We accept payment via: PayPal, Visa/MasterCard, Afterpay, zipPay, Direct Depost, Cheque or Money Order.

Simply select your preferred method at checkout.

Ordering over $1000? We can split your order over two payment methods, I.e. half on Afterpay and half on PayPal. Simply select this option at the checkout.

Yes! We accept Afterpay payments. Click here for more info.

Shop as usual, then choose Afterpay as your payment method at checkout for orders up to $1000. First-time customers complete a quick registration, returning customers simply log in. It’s that easy!

Ordering over $1000? We can split your order over two payment methods, I.e. half on Afterpay and half on PayPal. Simply select this option at the checkout.

Please note, any refund requests made using Afterpay will incur a 6% fee which is the non-refundable fees charged by Afterpay to us.

Zip

Yes! We accept Zip payments. Click here for more info.

Simply shop as usual, follow the steps through checkout then select Zip as your payment option.

Own it now, pay later

  1. Nothing to pay today
  2. Interest free always
  3. Flexible repayments

 

Purchase orders are not accepted, all orders must be prepaid and placed online.

ATO compliant tax invoices are issued after the order has been placed online, immediately via email. This can be used for an EFT payment if an online payment cannot be made. Once payment is received, we will send your order.

We will happily provide a store credit or refund for items returned within 14 days from delivery, provided it is not a food, liquid, medication or any other sensitive item as we cannot safely resell these.

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.

To return an item, or view our Returns information, please click here.

We will happily provide a store credit only 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.

If you want it replaced for a different item, you will need to place a new order.

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. 

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 will organise for the item to be returned to us, so don't throw it away.

Transit insurance is void 24 hours after delivery- you must contact us within this time.

We can add items to an order up until it has been packed. Simply contact us. 

If you would like to request to cancel an order, please contact us immediately. Order cancelations are at our discretion.

We can't cancel an order after its been packed. Some items including special orders, bulk quantities, custom orders and gift cards, can’t be canceled.

Click here to contact us.

Please note, any refund requests made using Afterpay will incur a 6% fee which is the non-refundable fees charged by Afterpay to us.

We can edit orders up until they have been packed. Simply contact us.

Some items including special orders, bulk quantities, custom orders, aquariums & terrariums and gift cards, cannot be changed.

Please note, any refund requests made using Afterpay will incur a 6% fee which is the non-refundable fees charged by Afterpay to us.

 

As we need to provide tracking numbers for each payment, we can't combine orders.

Every order needs to be sent separately.

You can contact us via email, Facebook Messenger, Live Chat or SMS from 9am - 3pm Monday to Friday AEST (Canberra time).

We're closed Saturdays, Sundays and all ACT & National Public Holidays.

Email: sales@aquaticsupplies.com.au

SMS only: 0447 024 021

Facebook: click here

We aim to get back to you within half an hour.

We're a family owned Aussie business based in Canberra. We started this online business in 2009, firstly on eBay and then expanding under the Aquatic Supplies company to this online store in 2011.

The AquaticSupplies.com.au dream was borne out of empty pockets as our ever growing fish tank obsession (because one is never enough!) was costing a fortune. We knew that we were not alone, so our aim was to provide a wide range of affordable aquarium accessories in an easy to access online platform for everyone in Australia to enjoy.

Gift Cards can be sent out via email or postal mail, simply select your desired option at checkout.

Gift Cards can be used on anything on our website, including delivery. You don't have to use it one go, you can use it as many times as you like it has all been spent. If the purchase price exceeds your gift card balance, you can pay the difference by one of our other payment methods during checkout.

Our gift cards NEVER expire!

If you have misplaced your gift card code you need to contact us ASAP so we can cancel it before its used. We will then reissue you with a new code.

Please note the replacement code can only be sent to the email address it was originally sent to.

No liability is accepted for lost, misplaced, misused or stolen codes, so keep yours safe.

What is it?

Earn more Fish Dollars for different actions, and turn those Fish Dollars into awesome rewards.

We'll also run a range of events throughout the year including double/triple point promos, competitions and much more so you can boost your fish dollars and get rewarded sooner! Keep your eye out for our regular newsletter.

You must be a registered member of our store to earn and redeem fish dollars. Signing up is easy and free! Just click here. 

Points can only be earned for orders placed after you sign up, and can not be retroactively applied. 

Ways to earn
Place an order: 1 Fish Dollar for every $1 spent
Signup: 100 Fish Dollars
Share on Facebook: 50 Fish Dollars
Celebrate a birthday: 200 Fish Dollars
Ways to spend
$5 off discount: 250 Fish Dollars
Free standard shipping: 350 Fish Dollars
$10 off discount: 500 Fish Dollars
$25 off discount: 1250 Fish Dollars
More rewards coming soon!
 
To be eligible for a birthday reward, you must add your birthday to your account a minimum of 30 days prior. 

Fish Dollars started November 19, 2018. Rewards can only be earned from that date for registered members only. We can't apply points retroactively.

How do I track & redeem my fish dollars?

You can view, track and redeem your fish dollars via the "Fish Dollars" pop up at the bottom left corner of the screen, the green bubble.

You will need to be signed up for and signed in to your account. Points can only be earned on orders placed after you sign up. 

Fish Dollars started November 19, 2018. Rewards can only be earned from that date for registered members only. We can't apply points retroactively. 

Please contact us via the form below. It can take a moment to pop up.