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Shipping policy

Aussie Betta operates this store and website, including all related information, content, features, tools, products, and services (the “Services”). This Shipping Policy describes how we process, handle, deliver orders, and provide optional order protection services through the Services. By placing an order with us, you acknowledge that you have read and agree to this Shipping Policy.

Please read this Shipping Policy carefully before making a purchase.


Order Processing


We process all orders in the order they are received. Processing time generally takes 1–3 business days, excluding weekends and official holidays.

Processing times may be extended during peak shopping periods such as holidays and promotional events.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information and tracking link.

Please ensure that all shipping information (including name, address, and contact number) is accurate at checkout. Incorrect or incomplete shipping information may result in delivery delays, returned shipments or lost packages. We are not responsible for any delays or losses caused by incorrect shipping information provided by the customer.


Shipping Methods & Delivery Time


We deliver orders through our trusted third-party logistics and carrier partners. Delivery timeframes depend on the shipping destination you select at checkout, and all delivery times are estimates only, not guarantees.

Actual delivery may vary due to factors outside our control, such as carrier delays, customs processing, severe weather, or high-volume shipping periods.

Estimated delivery windows (after order processing) are:

  • United States: 3–7 business days
  • International Destinations: 7–15 business days


Shipping Rates


Shipping rates are calculated based on your shipping destination and order total, with no additional fees for order weight or dimensions for standard orders:

  • United States:
    • Orders under $50 USD: $8 USD flat rate per order
    • Orders of $50 USD or more: FREE standard shipping

  • International Destinations:
    • Orders under $50 USD: $10 USD flat rate per order
    • Orders of $50 USD or more: FREE standard shipping


Our $50+ free shipping offer applies to standard shipping worldwide, for all eligible orders year-round. This offer will be automatically applied at checkout when your order subtotal (pre-tax, pre-fees, product value only) meets the $50 USD threshold. Customs duties, import taxes, VAT, and additional service fees are not included in the order subtotal for free shipping eligibility, and remain the sole responsibility of the customer.

From time to time, we may offer additional discounted or free shipping promotions for eligible orders. These promotions will be clearly displayed on our website, product pages or at checkout, and promotional shipping terms will take precedence over standard rates during the activity period.

Optional order protection (Shipping Protection) is available at checkout for an additional fee, as detailed below.


Shipping Protection (Optional Order Protection)


To enhance your shopping experience and protect your order against shipping-related risks, we offer optional Shipping Protection for all eligible orders. This service secures your order against unforeseen delivery issues, with coverage focused solely on package-related concerns.

What’s Covered


When you opt into Shipping Protection, your order is covered for:

  • Lost, stolen, or missing packages confirmed by the carrier;
  • Damaged product packaging upon delivery (excludes product-related dissatisfaction or skin reactions, which are handled separately under our Return Policy).

Cost & How to Add


  • The protection fee is calculated as a fixed 3% of your order total, applicable to all eligible orders (regardless of product type).
  • The exact fee will be clearly displayed at checkout before you complete your purchase (e.g., a $35 order will have a $1.05 protection fee).
  • This fee is paid directly to Aussie Betta to cover the cost of protecting your order, and is non-refundable once the order is processed.

Filing a Claim


If you encounter a covered issue with your protected order:

  1. Contact our customer support team at AussieBetta.service@hotmail.com within 48 hours of discovering the issue (e.g., damaged packaging, confirmed lost/stolen package).
  2. Provide your order number, relevant details (e.g., photos of damaged packaging, carrier tracking screenshots confirming loss/theft), and a brief description of the issue.
  3. Our team will review your claim within 2–3 business days and, if approved, will issue a replacement for damaged packaging (or affected items where packaging damage caused product harm), full refund (including product cost and original shipping fee for lost/stolen packages), or store credit, at our discretion.

Exclusions


Shipping Protection does not cover:

  • Issues caused by incorrect or incomplete shipping information provided by you (e.g., wrong address, missing contact details);
  • Delivery delays due to carrier delays, customs processing, severe weather, or other events outside our control;
  • Orders where you did not opt into the Shipping Protection service at checkout;
  • Normal wear and tear of products after delivery, or misuse/neglect of products by you;
  • Product-related dissatisfaction (e.g., skin irritation, unmet skincare results), which is not a shipping-related issue and must be addressed through our standard Return Policy.


Order Tracking


Once your order has been shipped, you will receive a dedicated shipping confirmation email with a valid tracking number and official tracking link.

It may take up to 48 hours for tracking information to update in the carrier’s system after the package is handed over. If tracking information shows no updates within 72 hours, please contact our customer support for assistance.

For protected orders, tracking information will also be used to validate claim eligibility for lost/damaged package issues.


Shipping Locations


We currently ship to all U.S. states and territories and most international destinations.

If your shipping location is not available for selection at checkout, it means we do not currently provide shipping services to that region. We are constantly expanding our shipping coverage and appreciate your patience.


International Shipping, Duties & Taxes


For all international orders shipped outside the United States:

  • Customs duties, import taxes, VAT and other related import fees may be assessed by your local customs authority or tax office.
  • These charges are not included in our product prices or the stated international shipping rates, and are the sole responsibility of the customer.
  • Please check with your local customs office or tax authority for specific fee standards and payment rules before placing an international order.
  • We are not responsible for delivery delays caused by customs inspection, processing or clearance procedures, and will not intervene in the customs declaration and tax payment process on behalf of customers.

Shipping Protection is available for international orders, but does not cover customs duties, import taxes, or delays related to customs clearance.


Lost, Stolen, or Damaged Packages


Once a package is handed over to our designated shipping carrier and a tracking number is generated, the responsibility for the package’s transit is transferred to the carrier. We offer two pathways to address these issues, depending on whether you opted into Shipping Protection:

For Orders with Shipping Protection


If you added Shipping Protection to your order, please refer to the Shipping Protection section above to file a claim directly with our team for lost, stolen, or damaged packaging issues. Approved claims will be resolved with a replacement, refund, or store credit, as outlined in that section.

For Orders without Shipping Protection


If you did not opt into Shipping Protection:

  • Marked Delivered but Not Received: Please first contact the shipping carrier directly to inquire about the package’s delivery status and attempt to locate it.
  • Lost in Transit: If the carrier confirms the package is lost in transit, please contact our customer support with your order number. We will assist you in filing a formal claim with the carrier, but resolution timelines and outcomes are at the carrier’s discretion.
  • Damaged on Arrival: If your order arrives with damaged products or packaging, please contact our customer support within 48 hours of delivery with your order number and clear photos of the damaged product and original packaging. We will review your request and, at our discretion, offer a partial refund, replacement, or store credit (excluding original shipping fees).


Order Changes & Cancellations


We begin processing orders shortly after they are submitted, so we cannot guarantee order changes or cancellations once an order is placed.

If you need to update your shipping information, change order items or cancel your order, please contact our customer support immediately with your order number.

We will do our best to assist with your request if the order has not yet been processed or shipped. If your order has already been processed, packaged or shipped, we are unable to modify, change or cancel it, and you may refer to our Return Policy for post-delivery solutions.

If you added Shipping Protection to your order, the 3% protection fee is non-refundable if you cancel your order after processing has begun. For orders that qualified for free shipping, the applicable standard shipping fee ($8 USD for U.S. orders, $10 USD for international orders) will be deducted from your refund if the order is cancelled after processing has begun.


Incorrect or Undeliverable Addresses


If an order is returned to our warehouse due to the following reasons caused by the customer, the customer is responsible for all reshipping fees (in accordance with our standard shipping rates):

  • Incorrect or incomplete shipping address
  • Missing contact information or unresponsive to carrier notifications
  • Refusal of delivery or failure to pick up the package from the carrier within the specified time

We will contact you via email as soon as we receive the returned package. At our discretion, we may issue a refund for the product cost of undeliverable packages minus the original shipping fee (no refund for shipping costs). For orders that qualified for free shipping, the applicable standard shipping fee ($8 USD for U.S. orders, $10 USD for international orders) will be deducted from the refund amount if the package is returned as undeliverable due to customer error.

Shipping Protection does not cover reshipping fees for orders returned due to incorrect or undeliverable addresses caused by customer error.


Returns and Exchanges


For detailed information about returning, exchanging or refunding eligible products, please refer to our official Return Policy.

Product-related dissatisfaction (e.g., skin reactions, unmet skincare results) is not covered under Shipping Protection and must be addressed through our standard return process, where applicable.

If you received free shipping on your order and request a partial or full refund, the applicable standard shipping fee ($8 USD for U.S. orders, $10 USD for international orders) will be deducted from your refund if the remaining order subtotal (after refund) falls below the $50 USD free shipping threshold.


Contact Us


If you have any questions, concerns or requests related to your shipment, tracking, Shipping Protection, or this Shipping Policy, please contact our customer support team:

  • Email: AussieBetta.service@hotmail.com
  • Address: 22A Haughton Street, Linley Point 2066, NSW Australia


This Shipping Policy is subject to change without prior notice. The latest version of the Shipping Policy on our website shall apply to all orders.

This policy was last updated to include our worldwide $50+ free standard shipping offer for all U.S. and international orders, and to clarify that Shipping Protection covers only package-related shipping issues (lost, stolen, damaged packaging) and excludes product dissatisfaction or skin-related concerns.