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FAQ

 

Delivery Information

General

We are currently using Australia Post for all of our orders. We also provide local Pick Up.

We do not ship any heavy items (eg. 2.2 - 27kg buckets or box of marine salt) and light units or tubes over 2ft / 24” / 60cm due to shipping costs and risk of breakage.

We only provide shipping within Australia. We are not accepting any International Orders and have no plans to.

We strongly recommend that you purchase Extra Cover and Signature on Delivery for valuable purchases.

If the goods arrive in clearly damaged condition, please refuse the delivery, do not sign and contact us immediately.

If you miss your delivery a card will be left in your letterbox with instructions on how to pick up your parcel or to attempt a redelivery.

Some items are opened prior to shipping to ensure the contents are correct and safe to ship.

 

Shipping Costs

Flat rate $20 to NSW and ACT.

Flat rate $25 to QLD, VIC and SA.

Flat rate $30 to WA, TAS and NT.

These fees are subject to change without notice.


Estimated Delivery Time

We ship through AusPost, Parcel Post which is a 2+ day delivery service. We can also ship Express (*Next Business Day) or Courier Post (*Same Day Delivery) at extra cost. Please contact us for a shipping quote.

*For certain locations only, we are located in Sydney. Please keep this in mind.

 

Availability

All items are subject to availability for both stock on hand and suppliers stock levels. In the event that we or our supplier are out of stock, we will contact you with an Estimated Time of Arrival (ETA). If you are unhappy with the wait, we will refund your money.

Backordered or Pre-Ordered items are also subject to the availability of our suppliers. There may be circumstances beyond our control that means we may not be able to fulfill your order in whole or in part so in these cases we will contact by phone or email and offer you alternative options such as a refund or similar product.

We reserve the right to refuse any order or any part of an order.


Local Pickup/Opening hours

We do provide local pick up during the week, please place your order online and wait for confirmation before arriving to collect your order. We ask that you bring proof of purchase with you ie; a print out of your order and/or photo ID.

Our address is:

Auburn Aquarium & Pet Centre

115 Parramatta Rd

Auburn, 2144, NSW

We are opposite the Nike Factory and Lonsdale Shop, and share our car park with Domayne.

We are open on weekends but due to the busy nature we will be unable to cope with weekend packing or pick up unless prearranged.

Our hours for pick up are

Monday to Friday: 9:30-5pm.

Thursday: 9:30-8pm.


Payment Information

Payments can be made via PayPal. Visa/Mastercard payments can be made during the Paypal checkout.


Refunds & Exchanges

Faulty Products

In the unfortunate case where your product is defective having carefully followed the manufacturer instructions then please contact us immediately and return the product to us within 7 days of receiving the goods. We will not deal with faulty goods after the 7 day return time frame unless prearranged. We do not cover return shipping costs on warranty claims.

At the discretion of Auburn Aquarium & Pet Centre we will:

- Give you a refund of store credit or cash for the defective product OR

- Exchange it for the same product


Product exchange

Please contact us within 7 days of receiving your order. We will not exchange items that have been water damaged. If the product is returned to us in damaged condition or otherwise unsuitable for resale then it cannot be accepted for exchange and will be disposed of. Auburn Aquarium will not refund any shipping costs.

Address for Returns:

Auburn Aquarium & Pet Centre

115 Parramatta Rd

Auburn, 2144, NSW

What happens when I place an order?

We check for orders once or twice a day, monday to friday. We are a well-established brick and mortar retail shop. Caring for our livestock and assisting customers face to face takes priority over the website but we do our best to provide excellent service for each and every customer.

Our staff will ensure all products ordered are in stock and place them aside to be packed. Some items may be opened to ensure they are in fine condition and nothing missing.

If there is a problem such as a product not in stock, we will contact you to find a solution.

Once a package has been sent you will recieve notification either via email or SMS.

All of our packages can be tracked using the AusPost tracking service. http://auspost.com.au/track/