Online Store FAQ’s Help Center

Online Store FAQ’s & Orders;

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: An item in my order has been cancelled. Why?
Unfortunately, this will happen if we haven’t been able to secure all items in your order.

You’ll be contact by email as soon as possible and we’ll refund you, using your original payment method. Please allow 3-5 business days for your refund to process. For items purchased online with buy now, pay later service providers, a refund will be processed and your provider will be advised. Your payment plan will be adjusted to reflect the new total. Please note items may be cancelled and refunded if;

  • we couldnt secure stock to fulfill your order
  • items were broken or damaged in transit
  • your packaged wasnt delivered successfully and the address provided was incorrect

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?
We try to get your orders booked out to you within 3-10 business working days, After this it is up to Couriers and Shipping companies which we have no control over.

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

Q: Do you deliver to PO Boxes or lockers?
Unfortunately not. Please note our software will not translate a PO Box or locker as your shipping address.

Collecting from the store;

Q: Once i have processed my order, when can i collect it?
Once we have gathered your online order, you will receive a phone call or text message confirming your items are ready for collection. Please wait for this confirmation before making your trip to us.

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, if you need to organise someone to pick your order up for you, you will need to call us before placing your 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.