Shipping policy

SHIPPING DRY GOODS ONLY: 

All dry good orders only will have a lead time of 2 business day to process. We ship dry goods via Sendle. Shipping times will vary from overnight to 5 business days. 

SHIPPING LIVE PLANTS & MOSSES: 

We Ship Live plants Via Fast way courier services or Australian Post Express services.. Shipping times are usually overnight, or 2 days for remote areas. All shipments will be processed on Sunday Afternoon 3PM cut off for Monday Morning deliveries.

SHIPPING LIVE FISH:

The shipping time consists of twо seсtiоns:

1. Рrосessing Time: 

  • We use a high-security checkout procedure on our website to protect both the customer and Aura Aquarium. This extends our processing time to 3 days as we fully verify our customers and fulfill orders.
  • All orders MUST be paid in full before being process to be package. Verification on order details will be confirmed prior to packing. 
  • ALL ORDERS will be PACKAGED on SUNDAY NIGHT for Monday Morning deliveries. ALL ORDERS MUST BE PLACE BY 3PM SUNDAY AFTERNOON FOR MONDAY MORNING
  • If you have purchased your order mid- week the order will effectively be packaged by the following week Sunday night for Monday Morning delivers via fastway couriers

 

2. Shipping times:

  • All Orders will be processed via Monday Morning for the following week only. 
  • Time frame will vary depending on where you live please allow between 2-3 Business days 
  • If you wish to schedule another day for your shipment, Please contact our team shortly after you have completed your purchased. A surcharge may be applicable to the order on varies dates. 

Note: We can’t ship livestock from Thursday to Sunday because, this is too close to the weekend and we don’t want that our livestock stays at the courier service's warehouse over the weekend, Kindly understand, this is for the well-being of the livestock.

*All shipping times exclude courier delays.

HOW WE PACK OUR LIVESTOCK: 

  • All live aquatic fish will be carefully selected in good overall health for transport. 
  • Your package will consist of a styrofoam box and heat packages if needed during the colder months. 
  • We ensure with careful planning that your fish will arrive to you well and safe. 
  • Our livestock will be carefully selected and caught out and bagged with plenty of water and oxygen,

    We then wrap bubble wrap around the fish bag and will carefully place it in a Foam Box. *Foam boxes are great to create a stable environment and temperature for the livestock when shipping, and they are also very durable. We then slid the foam box into a parcel bag then sealed it with a lot of fragile stickers around it.

 

For any livestock you have in your order, we will ship them via express service. This will usually take from 1-3 days to reach you. (after leaving our workshop)

Any other dry goods, bonsai, plants, and accessories, we will send via normal post. Usually, you will receive the items within 3-7 business day (after leaving our workshop)

Note: Most often, we will deliver the orders we packed during the day to the local courier, and they will be on the way to you.

THE PACKAGE ARRIVES ON TIME BUT THERE ARE CASUALTIES: 

In an event that there are casualties please message us directly through Facebook messenger. You are entitled for a full refund as in store credit from the time it is delivered to 4 hours after. The time of delivery is when the courier drops it off.

Please send through photographic evidence or consider providing a video of you unwrapping the package

We are able to send a replacement however the shipping cost will need to be paid in order for us to resend a package. (If the replacement dies there is no refunds, this is at the risk of the buyer)

WHAT HAPPENS IF THE PACKAGE DOESN'T ON TIME?:

We will do everything we can to make sure your package is sent in optimal condition however after it leaves our hands it is out of our control and you as the buyer acknowledge this and accept the risks. 

AS THE BUYER IT IS YOUR RESPONSIBILITY TO TAKE REASONABLE STEPS OUTLINED BY THIS POLICY TO CONTACT TOLL PRIORITY AND CHASE UP YOUR ORDER IF UNDER YOUR JUDGEMENT IT WILL BE LATE.

When there are casualties we suggest you consider the above carefully. As a customer you are entitled to a 25% store credit to the value of all casualties. Please send the photographic evidence via Facebook messenger.

The shipping cost will be credited at 50% of the value as a good will gesture from us to you as the customer. (This will be $0 if the value of shipping is FREE)

We can resend the replacement if you so choose. Please realise that a package not arriving on the next business day and there are a casualties is a scenario we both cannot anticipate and by purchasing from us you understand the inherent risks of sending livestock.

Fastway can take up to 2-4 business days to reach some destinations. This is beyond NTA’s control and you accept this risk.

THE PACKAGE DOESN't ARRIVE (LOST): 

The worse-case scenario is when your package is lost.

In the case of a lost package we cannot be responsible, and we can only supply proof that the package was indeed sent from our store to the correct address. All packages are signed in by the courier service and will notify the courier that the package was lost.

There is no refund in the case of mystery ‘lost’ packages (which are extremely rare) as the responsibility is on the courier company or the place where the fish is delivered to (which may not be secure).

To help prevent this happening please ensure you give us information with your order on where exactly you would like the fish delivery left if you are not home. Ideally, this should be a place that is away from prying eyes and out of the sun.

THE PACKAGE ARRIVES AND YOU START TO LOSE LIVESTOCK WITHIN 24 HOURS

WE ONLY REFUND DEAD ON ARRIVAL IN BAG WITH PHOTO EVIDENCE

Let’s be frank. Shipping livestock is stressful! When you receive fish they will most likely lose their colour and their behaviour will be abnormal. If you receive shrimps they will also have lost their colour.

We suggest that you acclimate your livestock in the same manner you would acclimate livestock after picking it up from a local fish shop. We also suggest that you take a picture of the livestock and send it to us through Facebook Messenger so we can both see the condition of the livestock. (Please send it regardless to make sure that everything is OK!)

As a buyer, you understand that sending livestock is stressful for the fish, and sometimes fish deaths and sickness can occur while the fish’s immune system is suppressed.

You understand that if any of the livestock dies or gets sick after 24 hours then it is up to you as a buyer and you accept this risk. Having great water quality and a biological filter helps a lot, so we suggest you message us if you are not sure of the water conditions in your tank.

There is no store credit provided for fish death or sickness after 24 hours.

ALL LIVESTOCK + LIVE AQUATIC PLANTS ORDER FROM WA , TAS & NT STATES CUSTOMERS:

There are vital Aquaculture Industries within Western Australia and Tasmania. Due to this Shipping Plants and Invertebrates has been banned going into these states.

This mandate will be enforced by Aura Aquarium, Australia.

If you live in these states please do not purchase any live plants or invertebrates.

If you do so we will take 30% off the invoice as administration fees for processing the refund.

ONLY DRY GOODS WILL BE ACCEPTED FROM ORDERS

HOW WE SOURCE OUR PRODUCTS:

Aura Aquarium works very сlоsely with tор Breeders & Australian merсhаnts Nationally tо sоurсe аnd сurаte the unique рrоduсts in the mаrket аt the best рriсes fоr yоu. We resource from trusted suррliers tо рut tоgether а combination оf fun аnd trending aquarium рrоduсts. This wаy, yоu dоn’t hаve tо visit аrоund tо retаil shорs, seаrсh hundreds оf different websites tо рriсe соmраre аnd get ideаs…think оf us аs а оne-stор-shор destinаtiоn fоr the mоst рорulаr aqua рrоduсts. All of yоur оrders will be shiррed from our Sydney warehouse.


ORDER & TRACKING: 

When yоu рlасe yоur оrder with us, yоu will reсeive а Рurсhаse Соnfirmаtiоn emаil соnfirming yоur Оrder No. аnd рurсhаse detаils. Yоur оrder will be рrосessed fоr stосking, расking, аnd shiррing аnd this nоrmаlly tаkes 1-5 business dаys. When this is соmрleted, yоu will reсeive а Shiррing Соnfirmаtiоn emаil.

Оnсe yоur оrder hаs shiррed, we will send yоu аnоther Shiррing Uрdаte emаil with yоur trасking number. Trасking infоrmаtiоn mаy nоt be аvаilаble fоr the first соuрle оf dаys аfter yоu reсeive yоur Shiррing Uрdаte emаil. Some dаys mаy раss between расkаge sсаns. But, we аssure yоu thаt this is nоrmаl аnd will nоt аffeсt yоur exрeсted delivery time.

Соmmuniсаtiоn is sоmething we believe in immensely. Feel free tо соntасt us if yоu hаve аny questiоns viа оur live сhаt оr emаil suрроrt.