FAQ

Got a question? Below are answers to the things our customers ask most. If you can't find what you're looking for, get in touch at info.aura.aquarium@gmail.com and we'll be happy to help.

Ordering & Pickup

Do you offer local pickup?
Yes! We offer local pickup from our store in Moorebank, NSW, depending on our opening times. Please contact us to arrange a convenient time.

Where are you located?
You'll find us at Unit 6, 6/8 Mitchell Road, Moorebank NSW 2170.

Can I cancel or change my order?
We're unable to cancel orders once they've been dispatched, so please choose carefully. If you need to make a change, contact us as soon as possible and we'll do our best to help before your order ships.

Shipping — Dry Goods

How are dry goods shipped?
Dry goods (equipment, supplies, food, hardscape, etc.) have a lead time of 2 business days to process and are shipped via Sendle. Delivery times typically range from overnight to 5 business days depending on your location.

Shipping — Live Plants

How do you ship live plants and mosses?
Live plants are shipped via Fastway courier or Australia Post Express. Delivery is usually overnight, or up to 2 days for remote areas. All plant orders are processed on Sunday afternoon (3PM cut-off) for Monday morning dispatch.

Shipping — Live Fish

When will my live fish be shipped?
For the safety of our livestock, all live fish orders are packaged on Sunday night for Monday morning delivery. Orders must be placed by 3PM Sunday to be included in that week's Monday dispatch. Orders placed mid-week will be packaged the following Sunday night.

Why does processing take a few days?
We use a high-security checkout procedure to protect both you and Aura Aquarium. This extends our processing time to around 3 days while we verify order details and carefully prepare your fish. All orders must be paid in full before packing.

Do you have a live arrival guarantee?
Yes — our "Alive Arrive Guarantee" covers your fish in transit. Fish are checked for good health prior to shipping. Please be ready for your fish to arrive and notify us of any issues on the day of receipt with photo evidence. Please note that death or disease after arrival is not covered, as transit is stressful and proper aftercare (including acclimation) is the buyer's responsibility.

Returns & Refunds

Can I return live fish?
For the health and safety of our fish, we're unable to accept returns of live fish. Packing and shipping livestock is complex, and re-shipping puts animals at risk.

What if my item is faulty or incorrect?
If you receive a faulty item or the wrong product, we'll provide a refund. Please contact us with proof of purchase and photo evidence of the fault or error, and we'll advise you on the next steps.

Who covers shipping costs on returns?
All shipping costs, including those relating to warranty issues, are the responsibility of the buyer. We can't accept liability for loss or damage to items in transit.

Caring For Your New Arrivals

How should I acclimate my new fish?
Always acclimate new fish slowly to reduce stress. Float the sealed bag in your tank for 15–20 minutes to equalise temperature, then gradually mix small amounts of your tank water into the bag over 30–60 minutes before gently releasing the fish. Avoid pouring bag water into your aquarium.

Need advice on tank setup or compatibility?
We're aquascaping enthusiasts ourselves and love helping fellow hobbyists. Reach out anytime and we'll happily point you in the right direction.