Orders Usually Sent 1-2 Business Days
Yes - free delivery for orders over $150 - Unfortunately heavy and large bulky items are not included. Items not considered as bulky and heavy items will show "This item qualifies for FREE SHIPPING". While an item may qualify for free shipping you still need to spend over $150 to get FREE SHIPPING.
We keep our postage charge low to be fair to all of our valued customers.
Options at checkout are given for express post if you require your order urgently, if this option is not provided please contact us for an express post quote.
Orders are processed and cleared daily, Monday to Friday, and 95% of our orders are sent out with in 24 hours (weekends and public holidays excluded).Upon placing an order with us you will receive a confirmation email advising that we have received your order.
When your order has been picked and packed you will receive an email advising the tracking number.
If you have placed an order and paid for it and do not receive an email with in 2 working days of payment please contact us.
What cannot be sent:-
Orders can not be sent to Parcel Lockers.
Some items for example Frozen Foods cannot be sent.
Items that are considered as dangerous goods like CO2 cylinders over 100g cannot be sent via Australia Post - please contact us as we may be able to provide a solution for you.
The $9.50 is to make it easy to know the delivery cost for what you are purchasing from us. Unfortunately, due to postal restrictions some large bulky items or heavy items to certain locations are unable to be sent and are therefore excluded from the $9.50 flat rate postal charge. These will be shown as "in store pick up" or identified as only being available to purchasers located in certain geographical locations.
If you are located in an area where we are unable to deliver, or if an aquarium product is shown as "In Store Pick Up" and you would like us to send it to you, please contact us as we may be able to offer an alternative solution for you for an additional cost.
Delivery Guarantees and delivery times - Whilst we make every effort to pick and pack your order quickly and carefully, we can not take on the responsibility of the selected delivery option. This is done by a totally separate identity - therefore we can not take any responsibility for delivery delays or any guarantees that they may offer. We do not want to discourage you from pursuing those guarantees that they offer but as we do not represent or offer the delivery times or guarantees, therefore this MUST be taken up directly with those that make those offers / guarantees.
If your item does not arrive on time or not in the condition that it is expected there are important steps to follow.
In the case of Australia Post
For missing, late or damaged items :-
Under Australian Consumer Law you can ask for compensation for lost or damaged parcels through Australia Post. To access this, when you call Australia Post you MUST ask to be put through to a Team Leader in Australian Consumer Law Team and advise that you wish to make a claim for compensation under Australian Consumer Law. While Australia Post may endeavour to request you to go to back to us - the obligation to remedy remains that of Australia Post.
Should you be dissatisfied with the response or should you be referred incorrectly back to us the retailer, we would encourage you to elevate your dissatisfaction to the highest level. Christine Holegate is the CEO for Australia Post and it is important to make her aware of any failing, in order to not only resolve your issue but also in order to improve their service. Please find below how to contact her -
Phone: (03) 9106 7139