Shipping & Returns Policy

Shipping & Returns Policy main image Shipping & Returns Policy image

Shipping (Live Plants)

All live plants are shipped with an Express shipping service which normally takes 24/48 hours in transit. 

Orders are ONLY sent on Monday, Tuesday & Wednesday's to ensure they arrive to you during the week and dont spend time in a depot over the weekend. *Public Holidays may affect the day we dispatch orders.

Plant orders need to be placed prior to Wednesday for that same week delivery.

Example: Susie places a plant order at 10.00am Wednesday morning , Susie missed the cut off for that weeks delivery, her order will be sent 5 days later on a Monday, Tuesday or Wednesday via an Express service.  

Once your order has been dispatched you will receive an email notification with tracking or consignment numbers so you can track the progress of your delivery.

Claims: All goods should be checked on arrival, Any discrepancies should be notified to us within 24hrs of receipt via email. Damaged or unsatisfactory goods will be replaced as per our 'Arrive Alive' Guarantee. Claims MUST be accompanied with the invoice number, relevant photos of damage including the original packaging and photos of the plants outside of the bag.

Freight and Postage costs are non-refundable and are not able to be claimed.

Please Note. The pictures displayed are for reference only. Actual plants vary in colour and size depending on varying factors. 

Attention TAS & WA Customers: Unfortunately due to state restrictions, we are unable to send Live Plants to TAS & WA

 

Shipping (Dry Goods)

All dry goods orders are dispatched daily from Warrnambool (Monday through Friday excluding public holidays) and within 24 hours of cleared payment being received. To ensure the fastest delivery possible we use Australia Post. Some bulkier items may take longer to dispatch due to the extra time needed for packaging.

Please allow up to 10 business days for delivery, much much less to most areas.

Please make sure your delivery address is CORRECT and clearly stated at checkout. Aqua Life is not responsible for any goods sent to an incorrect address.

All items will be processed within 24 hours after payment has been cleared and has been verified. All prices include GST and a Tax Invoice will be supplied on delivery.

 

All aquariums over 2ft are strictly pickup only.

 

RETURN OF FAULTY PRODUCT:

If you have purchased a product from Aqua Life that is faulty or defective in any way, or if the product is not the same as was described to you, your legal right is the choice of: replacement, exchange, store credit or refund.

To be eligible for this, you must:

- Show store receipts as proof of purchase

- Return the goods with all parts and, where possible, packaging.

 

We reserve the right to test any item before deeming it faulty. 

 

 

 

RETURN OF NON-FAULTY PRODUCT:

Aqua Life is not legally required to offer refunds on non-faulty items for any reason, such as incorrect choice or change of mind.

However, we want you to be happy with your purchase, so if you are not completely satisfied simply return the item to Aqua Life for an exchange or store credit.

To be eligible for this, you must:

- Show store receipts as proof of purchase.

- Return the goods unused and in the same condition as sold.

- Return within 30 days from date on receipt.