Micro Aquatic Shop is a Sydney base business, we are passionate to deliver Amazing Driftwoods for your Aquascape.


 

Frequently Asked Questions And Answers

General Questions:

Que: - I'm New to Aquascape and I want to find out more. How?

Ans: - Just simply message us on Facebook or Email us at hoang@exoaquaristic.com.au. We have tutorial videos and how-to-do-in infographic, also we can design a rough demo of simple Aquascaping using our products. 

Que: - Do you have a physical shop that I can visit?

Ans: - Our workshop is private and can only reach by booking with us via Facebook or Email. We normally do free demo upon request here, only pay when you happy!

Que: - The piece that I wanted is Sold, what should I do?

Ans: - Unfortunately, each piece is unique, once it's sold it will be gone forever. Our artists can try to replicate the piece but it won’t be 100% similar.

Que: - Up new coming Art?

Ans: - At Micro Aquatic Shop, we always strive to discover for more new designs on a monthly basis. If you have awesome ideas, we would love to hear it. Just kindly open the chat box at the home page and we will happy to chat with you anytime, just leave your message and our team will get back to you as soon as we can.

Que: - Special Deals?

Ans: - We normally do random giveaways and competitions on our channels, kindly follow up or join our email list to receive latest Products, Aquascape Trend, News, special events and more

Que: - Is Bonsai Driftwoods safe for shrimps and fishes?

Ans: - Yes, it is, in fact, shrimps love them as bonsai driftwood provide covers, supply backup food ( Moss ) and help to soften the water.

Que: - Are Bonsai Driftwoods made of real Bonsai?

Ans: - No

Que: - What is it made from?

Ans: - It's made from driftwood that is bound together by Micro Aquatic Shop artists with wood powder mixed with clay into a bonsai shape. The body of the driftwoods are Desmodium Driftwood, the branches and twigs are made from Bone Driftwood and using special resin mixed with sawdust. Our Bonsai Driftwoods have natural Brownish colour which mimics the look and feel of real Bonsai in Nature

Que: - How long will Bonsai Driftwood last in my Aquarium?

Ans: - These driftwoods are designed to last forever in an aquarium environment and have been tested by our skilled Artists and World Wide Aquascape Community for years. We put warranty on every single piece that we sell.

Que: - How to treat New Bonsai Driftwood and All Other Driftwood?

Ans: - Reminder: All driftwood, doesn't matter if it Bonsai Driftwoods, Malaysian Driftwoods, Normal Driftwood, etc must always be treated. This will ensure that all toxic, dust and tannings are released from the driftwood and Safe for your shrimps and fishes.


You can choose any options as below and this can apply to any  type of Driftwoods :

-Soal in warm water for 2-3 days with 



Payment:

Que: - What types of payment do you accept?

Ans: - We accept Paypal, MasterCard, Visa Debit, Credit Card

Que: - Paying with Credit Card?

Ans: - Only with Credit Card payment, kindly allow a 3-4 working day for the transaction to process and when we receive the money, your order will be sent out during that day.

 

Shipping:

Que: - What are your shipping options and costs?

Ans: - Get your goodies delivered directly to your door Australia wide for only $9.95.

Que: - How long will it take to get my parcel?

Ans: - All orders are dispatched within 48 hours of being submitted Monday through Wednesday. For shipping please allow 1-5 days for the parcel to reach you

Que: - What happens if my package gets lost?

Ans: - In the event of a loss, rest assured, your item will be replaced. No worries.


Refund and Return Policy:

We have 3 rules of returns, item(s) must be returned: 

  1. Within 30 days of purchase
  2.  Product returned must be in the original condition.
  3.  Products returned and damaged by insufficient packaging will not be accepted for refund.

 The buyer is responsible for return postage costs.

You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.

Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description.

 

Que: -  What if I’m not happy with the product?

If you unhappy with the product kindly return it within 30 days, we will happy to give you full refund excluding the shipping fee.Kindly include your order number and what product you wish to return and send us an email to hoang@exoaquaristic.com.au

If I want to make changes to my order.

Kindly contact our customer service team as soon as possible if your products are not shipped yet we might be able to alter the order upon your request.

 

Live Arrival Guarantee or Dead on Arrival Policy:

Micro Aquatic Shop offers a live arrival guarantee on all live goods. It is rare that any live goods die in transit, but it is important to understand DOA (dead on arrival) policies when ordering live goods.

Partial or full refunds for dead on arrival goods are available under the following conditions:

  • The buyer must contact within 30 mins of the package arriving with recorded video and many evidence images of the dead goods in an unopened bag/container. If you are not personally available to receive the package, it is recommended to have someone else home or send it to your work address to receive and check the shrimp sooner. 
  • Claims cannot be made on bags/containers already opened by the buyer (burst or damaged during postage may be claimed). It is up to the buyer to be able to provide proper care and avoid death of any live goods once bags/containers have been opened. 
  • You may be asked to cut dead specimens in half to prove if goods are truly dead if photos are not sufficient. Unfortunately some people have tried to claim DOA on healthy arrivals, this is an extra measure to avoid fraudulent claims. 

If some of the live goods arrive dead, you are eligible for a refund to the cost of the item (eg. if 1 of 10 shrimp arrived dead, you are entitled to a refund of the value of the 1 shrimp). For cultures or live goods not easily quantified, we'll refund based on the extent of the damage.

If more than 70% of the total value of live goods arrived dead, you are eligible for a full refund of the entire live order, postage excluded. 

We pack our goods as best we can to avoid DOAs, and generally speaking it is rare to have them occur. Should the need ever arise, don't open the bag or container yet, take photos and videos and contact us ASAP. When doing so, provide your order details (name, order number and which items are affected) so that we can resolve things swiftly. 

 

For Anything Else:

Kindly contact us via the chat box on our homepage or at hoang@exoaquaristic.com.au, we will get back to you as fast as we can!

We're here for you!
Support@microaquaticshop.com.au
( 24/7 Help Center )