Shipping Policy


We ship from warehouses in Australia direct to you!

It's our goal to deliver your items as quickly and affordably as possible. Below are the details of how we get your purchased product to your door. If you have any questions, please contact us here.


Shipping Communication


Aquatell will keep you informed about your purchase by sending information to the email address you provided at checkout.  Here’s what you can expect:

  • a confirmation of your completed order
  • if your order is going to take longer than 5 business days to ship, we will notify you with an estimated shipping date
  • once it ships we send a final communication telling  you who the carrier is, and the tracking number
  • for local deliveries, many of whom don’t use tracking numbers, we’ll provide you with the name and phone number of the carrier

Free Shipping


We’re very happy to offer Free Shipping on every order* over $99.

For orders that are $99 or less, there's a $19.99 flat shipping charge for the total shipment.


Free Shipping Exceptions


*For heavy and oversized items Aquatell reserves the right to charge additional shipping fees. These situations are extremely uncommon, and one of our customer service team members would be in contact with you prior to any additional charges being added to the transaction.

Warehouses


Aquatell ships our products from a number of Australian warehouses to ensure timely delivery and excellent customer service.


Delivery Time


Most orders received by Aquatell will be shipped the following business day.

If an item is out of stock we will let you know quickly and will provide you with a ship-out date for the order, or we will help you find an alternate product.

Of course, if we are unable to meet your timeline, we will promptly cancel the transaction and refund your credit card.


Carriers


Whenever possible, we ship with Australia Post.  Some products shipped to some locations may be sent by courier such as DHL.

When a delivery address is within very close proximity to our shipping warehouse we will often use local delivery companies.


Shipping Errors


If you believe you have received the wrong product, have been short-shipped, or believe any other product or quantity error has occurred, please report to Aquatell within 1 business day of product delivery.  We may not be able to correct errors that are reported after this period.


Shipping Damage


Despite our best packing efforts, some orders may be damaged in shipment. If you have received an order with damages you can do the following:

  1. Refuse shipment if the package is clearly damaged
  2. Immediately inspect the outer packaging and contents for shipping damage
  3. Report this damage to Aquatell within 1 business day of delivery

If you don’t report damages to us within 1 business day of product delivery it will be impossible for us to make a claim with the carrier and in turn will make it impossible for us to reimburse you for shipping damages.

Please inspect every item in your order, even if you don't intend to use the product for several months. We may not be able to cover damaged product that is reported within 1 business day of delivery.

If you have any questions or concerns about our shipping policies, please feel free to contact us.


Multiple Package Shipments


We make every effort to send your order in one shipment, but sometimes it is necessary for us to break up orders into multiple packages or shipments. When this occurs, we will send a tracking number for each shipment.


Undelivered Shipments


If Aquatell has properly addressed your package, and you're not able to receive the package, it will be returned to us as per the normal operating procedures of the carriers we use. In these cases, Aquatell will re-ship to you at an additional charge. If you decline to have the package re-shipped, Aquatell will reimburse the full purchase price of the products in the order. If a shipping charge had been applied to the original order, this will not be reimbursed.

Delivery Address Accuracy


For Aquatell to deliver your order as quickly as possible we require that delivery details are accurate. We are not responsible for orders that are delayed, lost, or misdirected as a result of an inaccurate address being provided.

Aquatell will not be responsible for additional shipping charges that result from inaccurate or incomplete address information.

If we discover an error in shipping information we will attempt to contact you to correct the problem but it is ultimately your responsibility to provide accurate information.


Delivery to Remote Locations


In the rare case that the delivery address is in a location where our usual shipping methods aren’t available, there will be an additional cost for delivery. Cases like this are extremely rare and we would contact you before we ship your order to ensure that you are aware of the additional cost.