Frequently Asked Questions (FAQs)

It's easy to pay with a Gift Card online. Add any products you wich to buy and process to check-out.

Once at check-out, copy & paste or enter your 16 digit God Card number into the 'Gift card number &or Discount code" field to the right of the check-out. Select apply and you'll see the gift card amount come off the amount due.

If your gift card has a lower balance than the amount due, you simply pay the remaining amount wiht either another giftcard or you preferred payment method

The best thing about our rewards is you don't have to calculate points or 'bucks' - the amount you have in rewards is the money you have available.

To use that credit, when you at the check-out, just tick the 'Use Rewards / Store Credit' checkbox and you'll see the amount you owe reduced by whatever store credit you have available

We'll send you email notifications as your order is updated, but to check the status you can visit our website and login to your account.

If you are not already a member, all you need to do is enter your email address and you'll be sent a one-time code to allow you to login.

We'll send you the tracking ID for your order by email, but to find it at anytime after the order has been shipped, visit our website and login to your account.

If you are not already a member, all you need to do is enter your email address and you'll be sent a one-time code to allow you to login.

To add any other items to your order contact us with your order number and we'll do our best to accommodate.

Yes, every in stock product on our website is available in store. To ensure it's there when you arrive and not sold out, we recommend buying online and choosing to collect in store.

If you see something out of stock, contact us and we'll let you know how quickly we can get it into store for you.

We ship all dry-stock orders every weekday and livestock orders Tuesday or Wednesday every week

We ship dry-stock products across Australia via either Australia Post or a courier depending on the product/location.

If you find an item on our website that does not allow shipping, it's usually because it's a bulky/difficult to ship item so get in touch with us if you want to discuss shipping options.

Right now we offer airport to airport shipping for livestock. We've started with that as it's the most reliable in terms of reducing stress on livestock given the shorter transit times and as a result we can also offer a DOA warranty on those items.

We know it's a trip to the airport for you, but take a look at our livestock prices and we think you'll agree it's worth a little drive.

• Free shipping for dry stock orders over $200 (excludes tanks/bulky items)
• Free airport-airport shipping for livestock orders over $500 (up-to 20kg box)

Dry stock

• Shipping charges are calculated at check-out - we only charge you what the provider charges us and we combine shipping of multiple items so you save
• We also offer express shipping which is calculated based on location and weight on the check-out

Livestock

• We ship airport to airport 5kg box: $55
• 5KG up-to 20kg: $85
• For larger orders contact us and we'll work out a price

Yes, every order includes tracking which is provided to your nominated email and within your account orders page on our website once your ordered is shipped.

It depends on the item, but for larger tanks we typically ship directly from the supplier to your address. 

If you're looking for shipping on a bulky item or a tank you've seen on our website, but there's no shipping options, get in touch and we'll work out a solution for you.

We'll happily chase up any missing orders with our freight partners - just get in touch through any of our contact channels that suit you and we'll do our best to track down your delivery.

Firstly, if this happens we apologise for the inconvenience. Please don't open the product and follow our returns process and we'll get you the correct item asap.

• If a new item you have purchased is faulty / damaged the first time you use it, please follow our returns process so we can arrange to get you a replacement asap.
• If an item stops working after a period of time, we'll need to assess the warranty of the item and follow the manufacturers warranty process so please get in touch and we'll discuss what options are available.
  
  

Livestock: We are unable to accept returns on shipped livestock after purchase. If the item is not as described or does not meet your expectations, please get in touch to discuss.  

Dry stock: If you've changed your mind on dry stock / equipment product: if the product is unopened, in undamaged original product packaging and you return the item (in-store or post) we will provide a full refund of the product cost , but we will not refund shipping or pay for the cost of shipping to return the item. Follow our returns process here.

Livestock purchase from store (i.e. not shipped):

If your livestock purchase is still healthy, free of disease, but is not suitable for your tank (i.e. problems with tank mates, etc) we can usually accept the items back, but please contact the store to discuss.

Note: Acceptance of a livestock items and any subsequent credit is dependant on aquarium staff being satisfied that the livestock item is healthy and has a good change of recovery/survival so please make the decision to remove it from your tank early to avoid stress to the animal.

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We are open 10am - 6pm Tuesday to Sunday (closed Mondays)

That said, our website never closes and you can send us a message at anytime and we'll be sure to get back to you shortly.

We open most public holidays with the exception of Good Friday, ANZAC day and Christmas day.

If for some reason we are closed at any other time, we'll always update our socials to let customers know

During business hours the best method is by using our website chat or by phone.

Outside of business hours you can use our contact form or email us direct at info@williamstownaquarium.com.au

And our socials are always monitored for any posts or private messages.

Apart from heaps of friendly expert advice on fresh and saltwater fish, inverts , coral, plants and dry stock, we also offer:

• Free water testing to help get your parameters spot on
• Par meter hire
• Aquascaping - we can offer advice only or design a custom scape for you