All orders are processed and shipped on the Monday following your purchase. In most cases, orders will arrive by the following Tuesday or Wednesday at the latest. Please note that shipping times may vary depending on your location, and we recommend allowing extra time for transit during peak periods or in the event of extreme weather conditions or busy holiday seasons. You will receive a tracking number once your order has been dispatched so you can track your shipment every step of the way. Shipping prices reflect the cost it takes to ship live animals I have decided on flat rate shipping to ensure you never have to pay $45+ on larger orders.

DOA (Dead on Arrival) Policy

Our DOA (Dead on Arrival) policy is valid only within the first hour of receiving your order. To be eligible, you must contact us within that time frame via Facebook or by emailing aquarelleaquatics4306@gmail.com with all relevant details. Claims must include clear photos and videos of the specimens both in their original sealed bags and transferred into a separate container. For snails, a one-minute video is required, showing the snails in water, with the foot/trap side facing up. The video must also include a close-up of the trap, clearly demonstrating that it is not pulled in tightly and is limp.

Please note that buyers are responsible for the shipping costs of any replacement items.

This policy will not apply under the following circumstances:

You were not available to accept the delivery, and the parcel was left at your address
The parcel was taken to a post office for collection
The parcel was delivered to a PO Box
Delivery was delayed and arrived more than 48 hours after dispatch due to Australia Post

If your parcel has not been delivered within 48 hours, it is the buyer's responsibility to contact Australia Post and raise a delivery inquiry.

Contact Us

If you have any questions or need further assistance, feel free to reach out to us through Facebook, Instagram, or by emailing us directly at aquarelleaquatics4306@gmail.com. We're here to help and will respond as quickly as possible to ensure you have the best experience with us.

Local Pickup

If you're local, we offer the convenience of local pickup for your order. To take advantage of this option, please contact us to arrange a suitable time for pickup. We're happy to work with you to find a time that fits your schedule.