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Frequently Asked Questions


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We offer a range of live Tissue Cultures and other small plants.

We don't sell live fish, corals, reptiles, amphibians or anything else that moves.

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 the moment we offer low cost delivery direct to your door.

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. 

We're very sorry, we work hard to pack all items well so they don't break but unfortunately from time to time things do get broken in transit. 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'll 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 $8.50 for all standard size orders. If your order is big, heavy or fragile, additional costs will apply.

An Express option is available for small orders only.

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.

Small, light orders can be sent to PO Boxes, Parcel Lockers, or 'care of" a Post Office, larger orders are sent via courier to street addresses only. Please contact us for a quote if you need a larger order delivered to one of the services above. Delivery methods at checkout will state "No PO Boxes" if PO Boxes are not included.

If an incorrect address is provided, your order will not be sent.

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. Some Live Plants and Bird Foods have delivery restrictions, please check each product listing for exclusions.

Our delivery info is here.

Orders are dispatched within 1-2 business days, excluding aquariums and bulky goods that require a pallet collection. We'll email you tracking information on the day of dispatch..

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.

 

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

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 small deliveries to select locations we can deliver to Australia Post owned services. For everywhere else, street address deliveries are the only option as we use couriers for delivery. The delivery method at checkout will state "No PO Box" if a PO Box delivery is not available. Please contact us for a quote if you need an order delivered to an Australia Post owned service outside of the accepted areas.

Weight and size limits apply for Australia Post & Parcel Locker deliveries, due to Australia Post size restrictions.
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If we need to contact you to get an updated address, it will delay your order.
Yes we can deliver to Parcel Lockers and Parcel Collect services, provided your order will fit within the size and weight limits for these services.

Weight and size limits for Australia Post & Parcel Lockers.
 
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 the moment we offer low cost delivery direct to your door.

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 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, Zip, Klarna, LatitudePay and EFT/Direct Deposit.

Simply select your preferred method at checkout.

Don't do it all at once! Shop now, pay it in 4.

You'll pay your first instalment at the time of purchase, and the remainder every fortnight.

Pay nothing extra when you pay on time

With interest-free payments, the only fees are for late payments. We'll email your payment schedule and send notifications so there are no surprises.

Enjoy instant approval and shipment

You’ll know you’ve been approved within seconds. Orders ship as they would with any other form of payment, as quickly as you choose.

Shop as usual and select Afterpay 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 gives you the freedom to own it today. No fuss, no wait, no worries

Do more, enjoy more, experience more. Own your freedom, your wellness, your personal style. Simply checkout with Zip and pay later. Get that sofa, that outfit, take that trip. It’s your life, Zip will help you own it.

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

It’s smoooth and simple

When you choose Klarna at checkout, you’ll get the option to shop now and pay later for your purchase. It is easy, safe to use, and you’re always covered by Klarna’s Buyer Protection.

4 interest-free instalments

Split your purchase into 4 interest-free payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks. No interest or added fees when you pay on time!

Learn more about Klarna by clicking here.

Buy now,
pay over 10 weeks

Everyone likes small stuff – baby goats, mini donuts, paying in 10 weekly instalments instead of all at once. Use LatitudePay to get what you want today, then spread out your payments so they’re no big deal.

There are zero surprises with LatitudePay. It does what it says on the box: 10 weekly payments instead of all at once. No interest, and no waiting for your new gear or great experience, just wonderful-ness.

Shop as usual and select LatitudePay at the checkout.

Purchase orders are not accepted, all orders must be prepaid and placed online. We can provide written quotes if required, simply contact us.

ATO compliant tax invoices are issued after the order has been placed online, immediately via email. This can be used for an EFT payment. Once payment is received, we will send your order.

PayID:

Transfer from your account to ours with PayID. No need to remember a BSB & account number, simply select PayID in your online banking and enter our email address. Funds are then deposited into our bank account.

Email address: sales@aquaticsupplies.com.au.

Please use your order number as payment reference.

*PayID not currently available at all financial institutions.

 

EFT/Bank Deposit/Direct Deposit:

Please transfer funds to:

Bank: Commonwealth Bank

Account Name: Aquatic Supplies Australia Pty Ltd

BSB: 062914

Account Number: 10763070

Bank payments are due within 3 business days. To ensure timely processing, please use your order number as payment reference.

We will happily provide a store credit or refund for items returned within 30 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.

*For Afterpay payments, they deduct a 6% fee which is non refundable.

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

We will happily provide a store credit or refund for items returned within 30 days from order, 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.

*For Afterpay payments, they deduct a 6% fee which is non refundable.

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.

NOTE: A 6% fee applies to refunds for order cancelations, including removing an item from an order, where the original payment method was Afterpay, to cover the transaction fee.

 

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

Every order needs to be sent separately.

For our up to date contact information and availability, please click here.

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 are sent out electronically via email within minutes of payment being made.

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

 

Fish Dollars is our exclusive rewards program for registered customers of our store. Once signed up, you automatically receive fish dollars for each order you place, which can be redeemed for a range of rewards. Signing up is easy and free! Just click here. 

We'll also run a range of events throughout the year including double 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. Points can only be earned for orders placed after you sign up, and can't be retroactively applied.

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
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Place an order: 1 Fish Dollar for every $1 spent
Signup: 100 Fish Dollars
Like on Facebook: 25 Fish Dollars
Share on Facebook: 25 Fish Dollars
Follow on Instagram: 25 Fish Dollars
Celebrate a birthday: 100 Fish Dollars
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To be eligible for a birthday reward, you must add your birthday to your account a minimum of 30 days prior.
.
 
 
 
 
 
Ways to redeem
.
 
REWARD
FISH DOLLARS REQUIRED
$5 off discount
200
Free standard delivery
300
$10 off
350
$25 off 750
$50 off
1200
Ways to earn
 
ACTION REWARD

Signup

100 Fish Dollars

Place an order

1 Fish Dollar per $1 spent*

*Excludes delivery costs.

Ways to redeem.
 
REWARD DOLLARS REQUIRED

$5 off

200

Free standard delivery

300

$10 off

350

$25 off*

750

$50 off*

1200

*Minimum spend of $100 for a $25 and $150 for a $50 coupon redemption applies.

 

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
Like on Facebook: 25 Fish Dollars
Share on Facebook: 25 Fish Dollars
Follow on Instagram: 25 Fish Dollars
Celebrate a birthday: 100 Fish Dollars
.
To be eligible for a birthday reward, you must add your birthday to your account a minimum of 30 days prior.
.
 
 
 
 
 
Ways to redeem
.
 
REWARD
FISH DOLLARS REQUIRED
$5 off discount
200
Free standard delivery
300
$10 off
350
$25 off 750
$50 off
1200

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. On mobile this is an orange circle.

You will need to be signed in to your account to view, redeem and earn.

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