Frequently Asked Questions
We get asked tons of questions - questions about products, processes, and about our company. We've compiled a list of the most common ones. We hope this page helps you find the answers to the questions you've got. If you still have unanswered questions please contact Aquatell here.
Questions About Our Company
How long have you been In business?
We've been doing business online since 2004 and we've happily served thousands of customers since then.
Why are you prices so much lower than other conventional retailers?
We strip out the middle man and use an internet-based model. By removing the retail store, the commissioned salesperson, service trucks, etc., we can sell products at an exceptional price.
Do you have a money back guarantee?
We're very confident that you'll be satisfied with your purchase. But if you're not, we'll buy back 110% your original purchase within 30 days. You ship it back to us, and once we receive it we'll refund your credit card or your PayPal account and add 10% of the purchase price to your Aquatell account. Here are more details on our 110% Money Back Guarantee.
Where are your products made?
Wherever possible, we sell products that are made in Australia, The United States, and Canada. In a few product categories, Asian-made products offer identical quality to these other locations, at a cheaper price. In these situations we feel comfortable using these products and passing the savings along to you.
Questions About Orders / Warranty
If I place an order, how long before I receive it?
We typically ship out an order the first business day after it's ordered. The time in transit depends on your proximity to our warehouse. In the most extreme examples, a delivery address in the same city as our warehouse may be delivered by same-day courier. For some extremely remote locations, it could take up to 10 business days to delivery a package by Australia Post. However, the vast majority of deliveries are made within 5 business days.
If your order’s estimated shipping date is more than 5 business days from your order date, we will notify you. If your order is very time-sensitive, you may wish to contact us to ensure timely delivery.
What if I order the wrong thing - can I return it?
Yes! Any product that is on our website can be returned for a full refund within 30 days of purchase. Products must be unused, and in their original packaging. Products with minimal packaging must be returned to Aquatell in a re-sellable state. Customers are responsible for the cost of shipping it back to us. Once Aquatell receives your return, we will refund 100% of the product cost back to your credit card, and will issue an in-store credit for 10% of the original purchase price, excluding the outbound shipping cost. Products that are special ordered (any item not on the site) can usually be returned but are subject to a 25% restocking fee. If you want to return a purchase, please fill out this form.
How will I know that my online order has been processed?
As soon as your order is completed, you'll see a message on the Aquatell website that your order was successful. Within 5 minutes you'll receive an email confirmation of your order. This is your purchase receipt. Please keep a copy. If you don't see this confirmation within 5 minutes it's probably been filed in your junk mail folder.
How do you ship my order?
The majority of orders are shipped with Australia Post. In some cases we will use a courier such as DHL.
How does your warranty work?
We act as a representative of the manufacturer's warranty. If you have a problem with one of our products you simply fill out this form and one of our support agents will get back to you to begin the warranty process.
Some of the products we sell are quite technical, so our customer service people may ask you a few questions, or may have you attempt a fix on the piece of equipment you're calling about. We're all about getting you the fastest and simplest solution to solve your problem, so please be patient with our requests.
If it is determined that a warranty claim is needed we'll probably ask you for some serial numbers and/or a picture of defective product or component. We'll then initiate the warranty on your behalf. Sometimes we'll need the defective piece of equipment back. If this is the case, the shipping costs of the returning product will be covered by the customer, and the shipping costs of the warranty product will be covered by Aquatell.