Frequently Asked Questions

Q: How do pre-orders work?
When our buying team discover an item that’s going to be desired, we’ll post it on the website in advance, along with details of when it’ll be in stock. To make sure you don’t miss out, you’ve got the option of ordering and paying for it ahead of time. We’ll email you the moment it arrives, before sending it straight out to you.

Q: The item I want is out of stock, what can I do?
Contact us via phone 03 9720 9977 or via email often we can order in specific products for you especially, just contact us and we will try our hardest to track down your purchase.

Q: Can I send something as a gift?
Of course you can, by please be aware that a tax invoice with the price you paid may arrive with the purchase.

Q: What if my order hasn’t arrived or I haven’t received a confirmation email?
If for some reason you don’t receive a confirmation email after placing your order please contact us and we will get this sorted!

Q: What if I change my mind about an item?
No problem, see our returns and exchanges page.

Q: What currency is used at The Aquarium Factory?
All payments are charged at AUD$

Q: How long will my order take to arrive?
Your order should arrive to you within 3-10 business working days.

Q: Do you deliver Overseas?
Unfortunately not, The Aquarium Factory online is purely Australia wide.

Collecting from the store;

Q: How much does collecting my purchase from your store cost?
Collecting your purchase from our store doesn’t cost anything at all! There are no extra charges!

Q: Can someone else come and collect my order for me?
Unfortunately, the only person who can collect the order is the person who placed the order being whose name is on the order

Q: Can I change or cancel my order?
The standard Returns policy applies, please refer to our returns and exchanges page

Q: How long are orders kept for collection?
Please note orders will be held for collection for 7 days after this they will be returned to the floor. If you cannot collect your order within 7 days please contact us when making your order to arrange with us additional time if possible.