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Help & FAQs

Q: Can I come to collect my order in store?

We are pleased to offer in store collection for our South Australian customers. Our warehouse is based in Edwardstown, South Australia and open 10am to 4pm Monday to Friday (excluding public holidays). Please contact us directly if you wish to use this option. 

 

Q: Do you have a showroom where I can look at items?

Whilst we do have a small showroom, this can only showcase a small percentage of our overall range. If you need any help choosing an item, please get in touch! We also have a 365-day return policy for change of mind, so don't be scared to order and send it back if you don't like it. 

 

Q: How do I return or exchange an item?

All information on returns and exchanges is available over on our Returns page.

 

Q: How do I redeem a Gift Certificate?

What a great gift! To redeem, simply add all your items to cart and go through checkout and enter the voucher code in the voucher field.

Please note a discount or coupon code is different - these need to be entered at the "Coupon Code" section at the top of the checkout page.

You can purchase gift certificates here.

 

Q: Do you price match?

If you find the product you want at a lower price elsewhere, we will endeavor to price match under the following conditions;

  • The product is being offered by a reputable store or website that is located and operated in Australia. Note: Ebay stores are not included
  • The item is identical and in-stock at the time of the inquiry
  • The product is not a sale or clearance item

Price matching does not extend to clearance and warehouse outlets, auction sites, fire or liquidation sales.

 

Q: Can you order in an item for me that you don't normally stock?

Aquarium Spare Parts run into the thousands - so there are some items that we are unable to keep in stock all the time. These items are able to be ordered via our Special Customer Orders.

We suggest, if you are urgently needing an item that is a Special Customer Order, that you contact us before placing your order so that we can provide you with an accurate time-frame for delivery.

We do our best to source the spare parts that you struggle to find elsewhere. Please understand that we will do our best and sometimes it takes a little time.

Special customer requests can be made via findmypart@aquariumspareparts.com.au 

More information on Special Customer Orders can be found here.

 

Q: Do you have a phone number I can call?

As an online store we are unable to offer phone support. However, our dedicated team offer prompt email support throughout the week. We do this for a few reasons, mainly because email support allows us to prioritise urgent queries, as well as to ensure we can get the right support person onto your enquiry promptly and provide the right information first time. 

 

Q: Can I make a change to my order?

Changes to your order can be made. However, the changes must be requested within a timely manner as majority of our orders will be shipped the same day they are placed. If you wish to make a change to your order, please email us at customerservice@aquariumspareparts.com.au as soon as possible and we will endeavor to make the change for you. 

If we are unable to make changes to your order as it has already been shipped, don’t worry – we have a 365 day return policy if you change your mind.

 

Q: How can I pay for my order?

We accept MasterCard, Visa, PayPal, as well as AfterPay (on applicable orders/to approved purchasers). All credit card payments are processed through a PCI DSS compliant gateway that securely captures and processes your credit card details. 

You can also choose to use your PayPal account for a seamless, quick checkout experience. And if you wish to use your credit card via the PayPal gateway, you can do that as well. 

We do not accept payment by Direct Deposit. However, if you wish to use funds from your bank account to pay for an item, we suggest setting up or using your PayPal account. This will allow you to set a bank account as the funding source.

 

Q: What currencies do you accept?

All prices are listed in Australian dollars.

 

Q: Do you ship internationally? 

Yes! We ship to a large range of countries around the world! To see if your country is currently serviced, please add an item to your cart and go to the checkout and select your country. If it is on the list, we'll ship there! International freight charges are displayed at the checkout, however large or heavy orders (over 1kg) may occur additional fees.

If your country is not displayed, please contact us on customerservice@aquariumspareparts.com.au and we will endeavour to respond with approximate shipping costs to deliver your item.

 

Q: Will I have to pay import duties and taxes?

That depends on the laws and regulations in your country, so you'll need to inquire of your own Customs authorities about this. Please note that we are legally required to accurately describe the value and contents of the parcels we send internationally, so we cannot and will not falsify the details on these forms (e.g. claim a lower value or marking the item as a gift). So please don't ask us to do this!

 

Q: When will my order arrive?

We will endeavour to ship your order by the next business day after your order is placed. However, there may be exceptions during peak sale periods. After that, your parcel is the hands of our shipping providers. Most parcels ship via Australia Post eParcel, so you can track and monitor your own delivery.

Track with Australia Post here: http://auspost.com.au/track/

If your parcel hasn't arrived when you expect it to, we recommend first contacting Australia Post, as they have all the systems in place to figure out where your parcel has ended up. If you don't get a resolution with them after 3 days of the expected delivery date, then please contact us and we'll will look into this for you.

 

Q: What's your "Price Guarantee"?

We like to keep our prices as competitive as possible at all times. Sometimes we are able to introduce new low prices on our current range. If you see a product that you purchased in the last 14 days that has now decreased in price - you might be a bit disappointed. 

That's why we offer a 14 Day Price Guarantee. If the price goes down on the exact same item and you contact us within 14 days of purchase, we'll refund the difference in the form of a gift voucher. Please note this guarantee does not apply in the case of storewide, category-wide (e.g. Winter Warmers Sale) or brand-wide promotions (e.g. 20% off all Aqua One). Guarantee does not apply to eBay sales.

 

Q: What does it mean if I put an Authority to Leave on my parcel?

At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. For some people, this is a great option if you don't think you'll be home when the delivery is made. However, we do not recommend this option if you live in an apartment/unit block or gated complex as this may increase the risk of your  parcel being stolen. Aquarium Spare Parts is not responsible for any misplaced orders if you have chosen the Authority to Leave option.

Please choose this option at your own risk. Without your authority to leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no-one is at home.

 

Q: Talk to me about privacy and cookies.

No problem, head to our Privacy Page, where you'll find all you need to know about what data we collect and what we do with it.

 

Q: I’m interested in purchasing a heavy/bulky item. Can this be shipped directly to me?

Unfortunately there are a small number of items in our range (i.e. large aquariums and fragile items) that we cannot guarantee their safe arrival. Therefore we offer these items as local pick up only from our showroom in Edwardstown, South Australia.  We suggest contacting us before proceeding with an order.

If you live outside South Australia and proceed to place an order for a large or fragile item, our customer service team will be in contact with you to organise a full refund. 

 

Can’t find your question here? Please head over to our Contact Page and send us an email.