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If you can't find the information you're looking for please contact us.
General Questions
1. What is the best way to contact you?
2. How quickly do you reply to email?
3. Do you have a privacy policy?
Product Questions
4. Do you have the product in stock?
5. Can you supply products not in the catalogue?
6. Can you give me more information on a particular product?
7. Do you sell/ship fish/livestock?
8. Do you sell aquariums and/or fish tanks/bowls?
9. Do your products come with a warranty?
10. Do you have a printed catalog?
Ordering Questions
11. What payment methods do you accept?
12. I don't want to order online. Can I telephone, fax or post my order to you?
13. Is your website secure?
14. Do you accept orders from countries outside Australia?
15. Do you have a Returns Policy?
Shipping Questions
16. What shipping options do you offer?
17. Do you have a shipping price list?
18. Do you offer free shipping?
19. When will my order arrive?
20. Do you have a pick up point?
21. Will the plants travel okay?
General Answers
1. What is the best way to contact you?
Our preferred method of contact is via email and we provide prompt replies, normally within a few hours. As an
online business, communicating via email enables us to keep our prices low, so please use this as your first method to
contact us. However, should you ever need to reach us via phone, fax or post you'll find all our contact details
here.
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2. How quickly do you reply to email?
You will receive a reply the same day, normally within a few hours.
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3. Do you have a privacy policy?
Yes, you will find it here.
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Product Answers
4. Do you have the product in stock?
We stock 90% of what is in the catalogue. If a product is not in stock you will be notified via email before your
order is shipped to be given the option of a substitute or to have the item back ordered. Back ordered items are not
charged until ready for dispatch unless the product is a special order where payment is in advance.
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5. Can you supply products not in the catalogue?
Yes we have access to all brands of pet products imported into Australia and we also import other brands. We are
happy to locate products not in catalogue provided they are a legal import as some restrictions include certain aquatic
plants and fish foods.
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6. Can you give more info on a particular product?
Yes we can answer with personal product knowledge plus we are happy to supply further details from manufacturers.
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7. Do you sell/ship fish/livestock?
We sell a very limited range of sea horses and giant clams when available.
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8. Do you sell aquariums and/or fish tanks/bowls?
No, as the freight costs are prohibitive.
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9. Do your products come with a warranty?
We honor all manufacturers' warranties.
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10. Do you have a printed catalog?
No. We're an online service, not mail order.
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Ordering Answers
11. What payment methods do you accept?
Click here for all the payment methods we accept.
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12. I don't want to order online. Can I telephone, fax or post my order to you?
We happily accept orders by both fax and post. You can download an order form in PDF
format here. We don't accept phone orders.
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13. Is your website secure?
Yes. We have taken every possible measure to give absolute security to our customers in their
dealings with us. We use internationally recognised security and payment methods and all online transactions are
encrypted using a 128 bit industry standard SSL Certificate.
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14. Do you accept orders from countries outside Australia?
No. We currently only accept orders from Australia.
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15. Do you have a returns policy?
Yes, you can read the details here.
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Shipping Answers
16. What shipping options do you offer?
We offer both Express and Standard shipping. Please Note: All orders including plants must go via Express Shipping.
COD orders are sent by Standard Shipping. Read more about our shipping options.
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17. Do you have a shipping price list?
Yes. You can read more here.
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18. Do you offer free shipping?
Yes, we offer free shipping on Express orders over AU$100.00 and on Standard orders over AU$60.00.
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19. When will my order arrive?
Express orders will arrive within 1 - 3 business days and Standard orders will arrive within 8 - 10 days.
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20. Do you have a pick up point?
No.
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21. Will the plants travel okay?
Plants are packed with extreme care and are safe for 4 day travel. They are always dispatched
AAE early in the week (to avoid weekend delays).
Please Note: All plant orders must go by Express Shipping.
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