Feel free to reach out to us if you need any help choosing products, advice on an existing or new aquascape or any other aquatic related questions you may have.
Common questions we get asked;
Where are you based and can I visit your store?
Our business is based in Melbourne, Australia & we currently sell to customers based in Australia through our online store. We hope to expand to a gallery space in time where we can showcase our products & help teach the art of aquascaping.
How do I place an order?
Our store is powered by Shopify which makes the shopping process easy & secure. From a product page either select the 'Add to Cart' button then head to the 'Checkout' once you have finished shopping or select the 'Buy it Now' option if you are ready to checkout & complete your purchase.
Once we receive your order & payment we aim to have your order processed & dispatched to you either same day or next business day depending on the time of day you order. You will be kept up to date of the order process via email & a tracking number will be provided once the order is dispatched.
Can I make a change to my order?
If you need to alter or change your order please contact us as soon as possible. As long as your order hasn't been dispatched we can change or alter it for you.
The product I want is out of stock, when will it be available again?
If the product you want is out of stock please contact us so we can let you know when new stock is expected to arrive.
How can I pay for my order?
We accept a variety of payment types including Visa, Mastercard, Amex, PayPal & Gpay. All transactions are secure and encrypted. We will also accept EFT payments if required however items will not be dispatched until funds clear, contact us for more information on this option.
When will my order arrive?
We currently use Sendle Couriers & Australia Post as our main carriers, from time to time we may use alternative carriers especially if you live in a remote area. Depending on your location your order will generally take between 2-7 business days to arrive once dispatched. Shipping costs start from $8.50.
Unfortunately, once dispatched the delivery is out of our control, we will keep you updated of any delays that we are made aware of. You can also track the delivery via the tracking number provided. If you have any concerns regarding your order please don't hesitate to contact us.
Can I track my order?
Yes, you will be kept up to date with the order process via email. A tracking number will be issued to you once the order is dispatched. If you haven't received your tracking information within 48 hours of your order being paced please contact us.
Do you ship internationally?
We don't currently ship outside of Australia however we hope to offer delivery to New Zealand in the near future. If you are a New Zealand customer & you wish to make a purchase from us please contact us via email & we can provide a shipping estimate for your order.
My order arrived damaged, wasn't correct or was missing items?
In the unfortunate event that any of the above does happen please contact us as soon as possible. If we have made a mistake we apologise & will work with you to make it right either by replacement, refund or sending you out the missing item at our cost. We are only human so please give us the opportunity to make it right.
Unfortunately we cannot accept responsibility if you have given authority for the package to be left unattended.
Need to speak to us?
If you have any questions please feel free to reach out to us at firstname.lastname@example.org, if you need to speak with us in person drop us an email with your best contact number and we will give you a call to discuss your queries.
What is your Shipping Policy?
Our shipping policy can be found here If you have any further questions please contact us.
What is your Refund Policy?
Our refund policy can be found here If you have any further questions please contact us.
What are your Terms of Service?
Our terms of service can be found here If you have any further questions please contact us.