Q; If I buy a product from your website and it’s the wrong size or it is damaged when I receive it, can I return it?
A; Yes you can return it. If it is the wrong size or not quite what you wanted, you can send the item back to us unopened in the original packaging. You will have to pay return shipping. If the item is damaged on arrival, then you can return it with no expense to you and we will send you out a new one.
Q; Do you have a shop I can pick up my order from?
A; No, at this stage Serene Aquarium is an online distributor only.
Q; Are your products different from the pictures that are available?
A; Most products will look like the picture that is available although for some items like Live Aquatic Plants & some Driftwood will be different. Products may be packaged differently from the ones in the pictures but the product inside the box will be the same.
Q; How do I go about payment?
A; Payment can be made by,
- Paypal
- Credit Card
- Direct Deposit
- Cheque
Q; How long will it take for me to receive my order?
A; Processing time is usually 1-3 days. Then depending on your area, from 1 – 5 days for delivery. We like to ship our orders as soon as possible to keep customer satisfaction high. For Live Aquatic Plants, there is no weekly order cut off date as some websites promote.
Q; How do I know Serene Aquarium will honour their agreement of supplying my order?
A; Serene Aquarium is a registered business with the Australian Department of Fair Trading. Our ABN number is 21 869 946 345. We are bound by Australian law like any other business.
Q; Do I need to login to purchase an item?
A; You do not need to login to purchase an item. Purchases can be made simply by filling in your shipping details on the checkout page and paying for the item.
Q; How do I know if my payment is secure?
A; Credit card and Paypal payments are all processed through Paypal secure servers. Their anti-fraud measures lead the industry by complying with cardholder data security requirements (PCI). Encrypted payments protect against fraud. Direct deposit payments are highly secure through your own bank of choice.