FAQs

Q How I can place an order?

You can place your order on line and it is very simple. First you have to click on  product to open the product detail page, then click on “add to cart” button for that product. After making your selection click “cart” on the top right of the page. Press check out button on the check out page to finalise the transaction. Fill the shipping details and proceed to payment details. Once we receive your order and payment, we will inform you through email about confirming your order. We will also inform you after dispatching your order along with the tracking number, so that you can track your consignment at your end.

Q Can I place an order on phone?

Yes you can place your order on phone, contact details are given on our website.

Q Do you have a store?

We have a showroom but at present we are not open to public. We will be opening our showroom to public soon and will make an announcement on our website. But you can see the product’s detail with picture on our website, which we believe will help you in choosing the product of your need. Ours are the unique and quality products.

Q Can I pick up my order from store?

Sorry, you cannot pick your order from the store as our showroom is not open to public.

Q How accurate are your stock levels?

We try to keep our stock level as accurate as possible so that your order will be dispatched at the earliest on completion of payment from your side. If by chance it happens that product you ordered is not in stock, we will contact you and let you know about the availability of the product.

 Q How you guarantee low price of your products?

We try to give best price to our esteemed customers for their orders and this we are able to do because we purchase in bulk directly from distributors / manufacturers. Even then if there is cheaper advertised price of the identical product, we will try to match it without going below our cost price. (Conditions apply)
Conditions:
Product must be identical and in stock with our competitor. Proof of cheaper advertised price required and price must include shipping charges. Valid for Australian legitimate competitors, not grey import.

Q How I can pay you for my orders?

You can pay through paypal or using credit card. 

Q Do I need to open an account for placing an order?

Yes, you need to sign up on our website.

Q Do you store credit card details?

No we don’t store, hold or record any credit card details. Please visit our privacy section under terms & conditions.

Q How safe are our personal details?

We promise that your personal details are safe with us. We never share or sell any information of our customers to any other agency. It is unethical. Please visit our privacy section under terms & conditions for details.

Q What will be the shipping fee?

We have shipping fee starting from $ 8.50. We have flat shipping rate for live plants regardless of the quantity. Substrate and heavy items shipping will be automatically calculated depending on your location.

Note: Live plants are only shipped on Monday to make sure they arrive in perfect health.

Q Will tax be added to my orders?

All our products are inclusive of GST (Goods and Services tax). GST will be shown separately on the Invoice.

Q Will I get a copy of my receipt / invoice?

Yes we give a copy of invoice with the dispatched product.

Q Do you ship internationally?

Yes we do ship outside Australia.

Q What information I will get after placing my order?

Once we get your order and the payment has been processed, we will send you email acknowledging that we have received your order.

Q How I can change or cancel an order?

You can change or cancel your order before the shipment is out. To cancel your order, we recommend that you call us immediately instead of emailing.

Q What happens in case you cannot fulfil my order?

We try this should not happen but in any case if it happens that we are unable to fulfil your order fully or partially, we will inform you by mailing you to give you the option for full or partial refund. If you can wait till we get the new stock it is good, otherwise if you wish that remaining product be sent separately, then additional postage fee will apply.

Q How long will it take to have my order?

It does not take long for dispatching the order after having processed the payment details ( 1 - 2 Days ). In case of delay in dispatching order due to some unavoidable circumstances, we will inform you by email / phone.

Q Can I track my order?

Yes you can track your product. For shipment of your products we use both Transdirect and Australia post. Both provide tracking number which we will sent you on your mailing address.

Q Can I return the product if I don’t like? What is your return policy?

Yes you can return the product if you don’t like or have changed your mind. (Conditions apply).
Conditions:
• Buyer is to contact us on phone before returning the product.
• Return should be within 14 days from the invoice date.
• Buyer has to bear the shipping fee and include tracking number.
• We are not responsible for the missing shipment.
• Refund / replacement will be made only after we get the returned product.
• We do not accept food / supplements due to hygienic reasons.
• A 20% of restocking fee will be charged, based on original price of the product + GST excluding postage.
• Product placed on special orders will not be returned.

Q What should I do if a product is missing or have not received my whole order?

Click the “My Account / Order Status” link on our website to track your order status. If it shows that your order has been completed then you can track the shipment by using tracking number on Shipper’s website. If it shows status as “delivered” then please contact Australian post or Courier.

Q What happens if I have received the wrong / faulty product?

We doubly check the product / products for any wrong / faulty shipment. In case some how it happens, you please contact us on phone / email. We will discuss the issue and if we find that the product is faulty, we will arrange for its replacement. The cost of shipping the faulty product to us will be paid by you and we will bear the shipment charges of the replaced good back to you. We will try our best for the replacement of the faulty product as early as possible but ultimately it depends on the distributor / manufacturer end.

Q Does your products carry Australian warranty?

Yes. The warranty policy for each product depends on the brand and listed in the product detail section of the product page.

Q When does my warranty gets void?

The warranty gets void if the product is not kept in good condition. Non submersible aquarium product must be placed away from water. Warranty is void if such product accidently fell in water. Warranty is void when product is not used according to its intended use.

Q What is your security / privacy policy?

Please visit our privacy section under terms & conditions.