Delivery within South Africa
AquaHaus offers nationwide delivery within South Africa, subject to courier availability. We currently use The Courier Guy for both aquarium products and live livestock. Shipping fees are calculated and shown at checkout, and are payable by the customer unless a specific promotion states otherwise.
We also offer local collection for customers able to collect in person. Collection isn't practical if you're outside the immediate area, the exact address is shared with you once your order is ready, so you can decide whether it works for you before choosing that option at checkout.
Shipping cost
Collection is free. Locker drop-off (PUDO) is R79, and free on orders over R600. Courier delivery is a flat R150. Your options are shown at checkout based on your delivery address.
Made to order
Nothing on AquaHaus sits pre-printed on a shelf. Every order goes into the print queue once payment is confirmed, so please allow a short production window before your order ships, typically 3–5 business days, depending on order size and queue length at the time.
Dispatch days
Aquarium equipment, accessories and other non-livestock products are generally dispatched Monday to Friday.
Live corals and livestock are dispatched Monday to Wednesday only, using an express/overnight courier service. This schedule reduces the risk of weekend courier delays and prolonged transit times. Where an order contains both livestock and non-livestock products, AquaHaus will generally ship the order together where practical, and the livestock dispatch schedule applies to the combined shipment.
Weather & delivery conditions
AquaHaus prioritises the welfare of live animals and corals. We may delay dispatch where weather, extreme heat or cold, storms, flooding, courier disruptions, road conditions, political unrest, civil unrest, strikes, riots, public disorder or other circumstances create an unreasonable risk to livestock. Where we delay a shipment, we'll notify the customer where reasonably possible, and the order will be dispatched at the next reasonably suitable opportunity. A delay initiated by AquaHaus for animal welfare or delivery-risk reasons does not, by itself, constitute a cancellation of the order.
Delivery areas
We deliver nationwide across South Africa. Delivery to the wider SADC region is available on request, get in touch before ordering if you're outside South Africa so we can confirm cost and timing.
Customer responsibility (livestock orders)
When ordering livestock, customers must ensure that:
- the delivery address is complete and accurate;
- the customer or an authorised person is available to receive the shipment;
- the customer's contact details are correct and reachable;
- the customer is prepared to receive the livestock promptly;
- appropriate aquarium facilities are ready before ordering;
- livestock can be acclimated promptly after arrival; and
- any recommended or required heat pack is purchased where applicable.
AquaHaus is not responsible for delays, deterioration or livestock death caused by an incorrect or incomplete address, failure to answer the courier, failure to accept delivery, refusal of delivery, customer-requested delivery changes, or other circumstances attributable to the customer.
Delivery attempts & delays
Customers should monitor their delivery and remain available to receive livestock on the expected delivery date. Where a delivery attempt fails because the customer is unavailable, unreachable or unable to accept the shipment, the customer should immediately contact the courier and AquaHaus. AquaHaus cannot guarantee the condition of livestock following an unsuccessful delivery attempt caused by circumstances attributable to the customer, and any applicable DOA protection may be invalidated in these circumstances.
Courier delivery times are estimates and may be affected by operational, weather, traffic, geographic or other circumstances outside AquaHaus's control. Where a courier delay occurs, contact us as soon as possible so we can assist with the courier where reasonably possible.
Order tracking
You'll receive tracking details by email as soon as your order is dispatched.
Live coral & livestock DOA policy
AquaHaus takes considerable care when selecting, conditioning, packing and shipping live corals and livestock. Because live animals and corals are sensitive to transport, temperature, handling and environmental conditions, we provide a limited Dead-on-Arrival (DOA) policy subject to the conditions below. This section applies once live corals and livestock are available to order.
What counts as a DOA?
A DOA generally means an eligible coral or aquatic animal has arrived deceased, verified by AquaHaus as having died during transit. Normal transport stress, temporary colour changes, closed coral polyps, slime production, temporary recession or other signs of stress do not automatically constitute a DOA.
Claim period
All DOA claims must be submitted within two (2) hours of the courier's recorded delivery time. Claims submitted after this period may not qualify.
Evidence required
Before disposing of or otherwise handling the affected livestock, the customer must provide clear photographs and clear video footage showing the affected specimen and, where reasonably requested, the original packaging and shipping bag. AquaHaus may request additional information reasonably required to assess the claim.
Do not dispose of the livestock before contacting us. Where AquaHaus requests that the specimen or packaging be retained for investigation, the customer must reasonably comply.
DOA remedy
Where AquaHaus verifies a DOA, we'll work with the customer to agree on an appropriate remedy, which may include replacement where reasonably available, store credit, or a refund. Where no alternative remedy can reasonably be agreed on, the default remedy is a refund of the affected livestock and the original shipping cost, subject to applicable law.
Heat packs
Where AquaHaus recommends or requires a heat pack for a livestock shipment, the customer is responsible for purchasing it. DOA protection does not apply where a recommended or required heat pack was not purchased.
DOA exclusions
DOA protection does not apply where death or deterioration is caused or materially contributed to by:
- an incorrect or incomplete delivery address;
- failure to accept delivery promptly or be available for delivery;
- failure to answer the courier, or refusal of delivery;
- customer-requested delivery changes;
- failure to purchase a recommended or required heat pack;
- improper handling after delivery, or failure to acclimate livestock appropriately;
- failure to follow AquaHaus's reasonable acclimation or handling instructions; or
- other circumstances attributable to the customer.
If AquaHaus delays dispatch because of unsafe weather, extreme temperatures, courier disruption or other circumstances beyond our reasonable control, the DOA policy remains applicable to the eventual shipment subject to its other terms.
The DOA policy covers death occurring on arrival only, and doesn't constitute a guarantee of long-term survival. Once livestock has arrived alive, its ongoing health may be affected by acclimation, water quality, temperature, salinity, lighting, flow, compatibility, disease, nutrition and other aquarium conditions outside AquaHaus's control.
Returns & refunds
Live corals & livestock
Because corals and aquatic livestock are living organisms and subject to animal welfare and biosecurity considerations, AquaHaus does not accept ordinary change-of-mind returns of live corals or livestock after dispatch. Verified DOA claims are dealt with under the DOA policy above. Nothing here limits a consumer right that cannot legally be excluded.
Aquarium equipment & accessories
Eligible non-livestock products may be returned for change of mind where permitted by applicable South African law. Unless otherwise required by law, change-of-mind returns must be unused, undamaged, in original condition and packaging, and complete with all accessories, components and documentation supplied with the product. The customer is responsible for return shipping costs for eligible change-of-mind returns unless applicable law requires otherwise. Opened, used, installed, altered, damaged or incomplete products may not qualify for a change-of-mind return, though this doesn't affect statutory rights relating to defective or non-conforming goods.
Defective, damaged or incorrect products
If a product arrives damaged, defective or incorrect, contact us as soon as reasonably possible with your order number, a description of the problem, and photographs or video where relevant. We'll assess the issue and provide the remedy applicable under South African law.
3D-printed products
3D-printed products are manufactured to order. Minor differences in layer lines, texture, colour, finish and dimensions associated with normal 3D printing are not necessarily defects. AquaHaus doesn't provide an additional voluntary warranty on 3D-printed products beyond any rights and remedies applicable under South African law.
Refunds
Where a refund is approved, it will generally be processed using the original payment method where reasonably possible. Processing time may depend on the relevant payment provider. Where a product is unavailable and AquaHaus can't fulfil a paid order, the amount paid for that unavailable product will be refunded in full.
Delays
Occasionally things run behind: high order volume, courier delays, or load shedding affecting print time. If your order is taking longer than expected, email hello@theaquahaus.co.za and we'll give you a real update.
Questions
For anything not covered here, reach out at hello@theaquahaus.co.za.