Store Policies

Goods and Services

We hope you find using Coburg Aquarium's Online Store an enjoyable experience. A direct importer with our own Quarantine Approved Premise, Coburg Aquarium has developed a close relationship with many leading overseas ornamental fish exporters. This gives you the opportunity to choose from a wide range of quality aquarium fishes, which have been conditioned under our supervision from the moment they arrive in Australia. We also deal with many domestic suppliers within Australia, to complete our wide range of aquatic livestock.

Online we offer a range of aquatic livestock, including ornamental fishes, plants and invertebrates, plus various aquarium products.

Our online catalogue lists the following main categories of aquarium/pond livestock and accessories: Cichlids, Coldwater fishes, Invertebrates, Natives, Plants and Tropical Fishes; Aquariums and Accessories.

In addition to the items listed in stock, we will also periodically have specialty pre-order items available: please note these rarer species are only available by pre-ordering.

Our staff have extensive experience at packing and shipping live ornamental fish and other aquatic livestock. Before shipping, our fish are monitored and conditioned to ensure they are in optimum health. We then carefully select the livestock for each order and pack them with the utmost care into double bags which are then inflated with oxygen and placed in insulated foam boxes ready for dispatch. During cooler months, a heat pack is included in each box to prevent tropical fish becoming too cool during transit.

Customer Service

Coburg Aquarium Online Store is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct.

Standard delivery timeframes are between 1-2 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, or a refund. (Pre-order and Special Order items see separately).

State and Territory Regulations

State and territory regulations regarding noxious or prohibited species can vary depending on which Australian State or Territory you live in. Where known, we have specified certain restrictions, but ultimately it is your final responsibility as the customer to ensure you are complying with your local state fisheries regulations.

State Quarantine Restrictions

We are not currently shipping to Tasmania because of State restrictions regarding shipping to individuals in Tasmania.

Pricing, Payment and Promotions

All prices are listed and processed in Australian dollars (AUD), inclusive of 10% GST (Goods and services tax). Product prices are regularly updated when price changes are received from our suppliers.

We accept Visa and MasterCard payments and Paypal, payment must be received prior to the dispatch of any online order.

Promotional specials are only available at the discounted price for the period specified.

Ordering

To help you choose compatible species for your aquarium or pond, please refer to the information detailed for each species. For a more general overview, you can also view our compatibility charts.

Our minimum online order is $40.00 (excluding shipping costs).

Please choose your selections carefully: it is important you select livestock suitable for your aquarium or pond and that your new acquisitions are compatible with your existing aquatic livestock. (Tank mate compatibility is a crucial ingredient for a successful home aquarium).

It should also be noted that adding your newly purchased fish to the aquarium is done at your own risk and we do not accept any liability for losses to other stock contained within your aquarium. Therefore, if fish already in your aquarium die due to the introduction of an unknowingly infected or sick fish, we will not be held responsible.

Also please note that because of the complexities and procedures involved in packing and shipping live fishes, as well as our utmost concern for the well-being of our aquatic livestock, we cannot accept any returns of aquatic livestock.

Each consignment includes a copy of our Acclimatising Guide. Please follow the steps outlined in this guide carefully, to ensure the good health of your new fishes or invertebrates.

Shipping

Dry goods and non-livestock items can be shipped Australia wide. If your order contains livestock currently we can only ship to the following locations:

LIVESTOCK SHIPPING LOCATIONS:
  • ACT & New South Wales
  • Queensland
  • South Australia
  • Victoria

We have two shipping options available:

  • Authority to Leave - where your order will be left at your front door, for your convenience, if you are unable to accept delivery. This costs $21.50 which is added to the order total before checkout.
  • Do Not Leave Unattended - where your order will be taken back to the depot. This method includes an additional $8.50 re-delivery fee, which makes the total shipping cost $30.00

Orders are dispatched Mondays, Tuesdays and Wednesdays. Cut-off time is 10.00am Wednesday for orders to be dispatched that same week.

Your order could be dispatched on any of these days depending on a number of variables such as orders, weather, events or courier availability.

If we cannot fill an order we will notify you via e-mail or phone within 2 business days (excluding pre-order or special-order items, which require a longer time to fulfil).

At this time, Coburg Aquarium does not accept international orders through our website.

Delivery

Transit times are normally between 24-48 hours, depending on your location within Australia.

After your order is dispatched, you will receive an order tracking number by e-mail. This enables you to track and trace the progress of your order online.

Orders can be shipped to your home, work or another physical address you specify (but not to a post office box).

If no-one is present at the time of delivery our couriers have been instructed to leave your order at your front door. If you do not want your order left unattended, an additional $8.50 re-delivery fee will be added to your shipping costs. Please note our live fish guarantee is rendered void if no-one is present to receive the consignment at time of delivery.

Privacy

Coburg Aquarium is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (an opt-in service) and to personalise your shopping experience with us. Coburg Aquarium uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.

Security

When purchasing from Coburg Aquarium your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre online@coburgaquarium.com.au

Pre-order Items and Special Orders

Because pre-order livestock items are not normally kept in stock, full pre-payment is required before we order these fish on your behalf. Please note with pre-order items we have not sighted these fishes and are relying on information given to us by our overseas or interstate suppliers – this sometimes results in the stock being differently sized to what was expected.

The fulfilment of pre-orders or special orders may take 4-8 weeks, depending on quarantine requirements and availability overseas.

Refunds and Returns

Please note that because of the complexities and procedures involved in packing and shipping live fishes, as well as our utmost concern for the well-being of our aquatic livestock, we cannot accept any returns of aquatic livestock. For livestock items claimed (DOAs or wrong item sent), we offer a store credit.

For non-livestock items, we do not give refunds if you simply change your mind or make a wrong decision. You can choose between an exchange or credit where goods are faulty or are different to the product purchased on the website. We ask that you notify us by e-mail with details of your invoice number within 7 days of delivery. No item shall be returned without prior agreement between the purchaser and Coburg Aquarium. In the case of faulty goods we will ask you to return the item and all parts in their original packaging at your expense for a replacement or store credit.

Please note that online credit is not transferable to our bricks and mortar store.

In the case of an out of stock item, please allow 3 - 5 business days for the refund to be processed.

Cancellation of Orders

An order may be cancelled if Coburg Aquarium is notified at online@coburgaquarium.com.au before the order has been packed. A 10% cancellation fee will apply. If for some reason we cannot supply the product within two weeks no fee will be charged when the order is cancelled (excludes pre-order livestock orders or special order items). Please note pre-order livestock orders can only be cancelled if our supplier agrees to the cancellation. Special orders for non-livestock cannot be cancelled unless goods are not available within 30 days.

Any refunds will be credited to the account on which the order was purchased. 

Our Livestock Guarantee

We offer a 100% live delivery guarantee on all fish, plants and other aquatic life. If you receive any fish or other livestock dead on arrival, please take a photograph with the DOA still in the shipping bag*.

Please e-mail your photograph and details of your claim within 24 hours of your stock arriving to online@coburgaquarium.com.au so that we can process your claim and arrange an online credit for you to use towards your next order.

*Claims MUST be accompanied with accurate photos of the dead fish in the original bag(s), or if necessary for better clarity, a photograph of all dead fish laid out of the bags. Packaging/Delivery costs and Freight costs are Non-Refundable and cannot be claimed.

Our live fish guarantee is void if:

  • No-one is present to receive the consignment at time of delivery and the consignment is left unattended at the destination (even if an Authority to Leave form was received by Coburg Aquarium)
  • The fish are not held at the delivery address and/or are on-sold or transferred to another person.
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