Shipping & delivery

Where do you ship from?

We pack and ship every order from Sydney, NSW.

Where do you ship to?

We ship Australia-wide. The only exception is Tasmania: state biosecurity laws stop us sending live plants and animals (including aquatic plants) there. Dry goods can still be shipped to Tasmania.

When do you ship?

We ship Monday to Wednesday by Australia Post Express, so plants and livestock never sit in transit over a weekend. Order before 12pm Wednesday (Sydney time) for delivery in the same week. Orders placed after the Wednesday cut-off ship the following Monday.

How long does delivery take?

Express post usually takes 1–2 business days once dispatched. Standard post for dry goods typically takes 3–5 business days. Remote areas can take a little longer.

How much is shipping?

Plants and livestock ship by express post for $12.95, and orders of $100 and over ship free. Dry goods ship by standard post from $10.99.

What is your live arrival (DOA) guarantee?

Your plants and livestock arrive healthy, or you get your money back. If anything doesn’t arrive in good condition, contact us as soon as you open your parcel and we’ll make it right.

Products

Why are our stem plants sold as clippings?

Our stem plants are generally sold as trimmings from a mother plant. Some people may be upset when they receive a plant without roots. However, this is nothing to be concerned about. All aquarium stem plants are capable of growing without visible roots. As a matter of fact, aquascapers will usually remove old roots to prevent rotting and to allow for easier planting.

I saw your product advertised cheaper elsewhere, can you match their price?

Absolutely! We will happily match the prices of our competitors, but there are a few things to be taken into account:

• The other seller’s item must be in stock
• The other seller must be located in Australia
• The other seller must be selling for the purposes of commercial transactions (not private, one-off sales)
• The shipping fees of the other seller must be taken into account

Do you offer promotions?

Sign up to our emails and get 10% off your first order. Our bulk deals also apply automatically: 5% off 2+, 8% off 4+ and 10% off 6+ plants and livestock, plus a separate shrimp deal of 5% off 5+ and 10% off 10+ live shrimp. Bulk deals can’t be combined with welcome codes; you’ll get whichever saves you more.

Help

What is the best way to contact us?

We do not have a mobile number linked to this business. Rather, we communicate with our customers via Facebook Messenger, Instagram and email (support@aquafy.com.au). Facebook Messenger will typically yield the fastest replies.

I am not satisfied with my order, what can I do?

As a business operating in Australia, we are obliged to comply with the provisions of the Australian Consumer Law. This includes a range of consumer rights and guarantees, which we happily comply with. This does not include refunds for a customer change-of-mind. If you have any queries about your order, please contact us and we will do our best to resolve your issues.