Livestock DOA & Product returns

We offer an arrive-alive warranty for any livestock items shipped via our airport-airport service. If you receive a livestock shipment via that method and any of the livestock items did not survive shipping, we will, at our discretion either send you the same product again or refund the livestock purchase amount.

We will refund shipping costs in the event that the majority of the livestock items you had shipped were DOA.

This warranty is provided subject to you following our DOA process below.

We always recommending recording initial unboxing as the best way to confirm livestock condition on arrival so, in the unusual event of any items being DOA, we can see this occurred as part of shipping and you can send the video as proof of DOA.

At a minimum, upon discovery of a DOA item, you need to take a photo of the DOA item in it's original bag/package and notify us of any information that will assist us in understanding what may have gone wrong (e.g. bag opened, temp of water, leakage of water, damage in shipping packaging, etc..

Send these to info@williamstownaquarium.com.au and we'll contact you to discuss further/arrange next steps.

Firstly, we apologies for the inconvenience of this and will rectify it as a priority

Please do not open the product packaging.

We'll send you a shipping label which you can add to the package and all we ask you to do is put the item in suitable packaging, add our shipping label and drop it off at the post-office.

Contact us via chat, phone or email info@williamstownaquarium.com.au and we'll start the process in our end.

For us to be able to accept a return it needs to be unopened and in it's original packaging. Unfortunately we cannot resell opened items as we can't guarantee they haven't been used or that all part are there.

If the product is unopened, either using the original shipping packaging or using suitable packaging, you can return the item to us for a full refund of the product purchase price excluding shipping costs.

To arrange this, please contact us through chat, phone or email us at info@willimstownaquarium.com.au and we'll confirm we can accept the return and let you know where to send them item to.

Note:

• The cost of the return shipping is the customers responsibility.
• Your member rewards earned with the product purchase will also be reversed.

The return policy will depend on how long you've had the product, if you just received it and it's not working, we'll look to replace it immediately, but if it's been a longer period of time, the manufacurer's warranty may have different proceses.

Either way, if an item you purchased from us is faulty/has stopped working, contact us via chat, phone or email at info@williamstownaqurium.com.au and we'll work through the options with you and confirm any warranty status.

Note: A major reason we ask customers to become members when making a purchase (apart from the great rewards) is that we store your product order that can tell us your purchase date, please serve as a receipt for any manufacturers warranty claim.

We can't accept return for any shipped livestock items for change of mind/tank suitability.

If there was an issue with your order, please contact us to discuss so we can work out a solution for you.

If the livestock item in unable to be kept, we'd rather you contacted us to discuss any solution or if a return in required rather than risk damage or death to the animal.

Where possible isolate the item from other tank mates and contact us via chat or phone during business hours and we'll see what options are available.

Note: We are unable to accept return for any damage, diseased livestock so please take action quickly to protect the animal especially if being bullied by other tank mates. We confirm the health of livestock items at time of purchase and will not accept any warranty claim once they leave our store (except when shipping DOA applies).

Accepting livestock returns remains the discretion of Williamstown Aquarium staff.