Shipping policy
Shipping Policy - Vemtech Applications Pty Ltd
Effective date: 11 May 2026
Business name: Vemtech Applications Pty Ltd
ABN: 21 674 695 900
Location: Queensland, Australia
This Shipping Policy applies to orders placed through our online store, including products sold under Vemtech Applications and Vemtech BioSystems.
Shipping options, costs, and availability may vary depending on the product type, delivery address, courier availability, dangerous goods requirements, and live-goods restrictions.
Processing Times
Most orders are processed within 1-3 business days after payment is received, excluding weekends and public holidays.
Orders containing pre-order, backorder, custom, modified, or made-to-order products will ship according to the estimated dispatch time shown on the product page.
If we experience a high volume of orders or an unexpected delay, we may require additional processing time. Where there is a significant delay, we will contact you using the email address provided at checkout.
Shipping Methods and Delivery Estimates
We use reputable postal and courier services, including Australia Post, DHL Express, or equivalent carriers where appropriate.
Estimated delivery times:
Australia: Australia Post Express or equivalent, usually 1-5 business days after dispatch.
International: DHL Express or equivalent, usually 5-10 business days after dispatch.
Delivery times are estimates only and are not guaranteed. Actual delivery times may vary due to location, courier network conditions, customs clearance, public holidays, weather events, biosecurity checks, or other delays outside our control.
Vemtech Applications Shipping
Vemtech Applications products may include electronics, tracker products, accessories, cables, straps, clips, docks, printed parts, and related items.
Some products may include lithium-ion batteries or battery-powered components. These products may require special handling and may be restricted to certain courier services or shipping destinations.
Dangerous Goods and Battery-Containing Products
Some products are shipped under lithium battery transport requirements, including UN3481 where applicable.
Battery-containing products may be subject to courier restrictions, air transport rules, customs requirements, and destination-country limitations.
For international orders containing lithium battery products, we generally use DHL Express or another suitable courier service capable of handling compliant battery shipments.
For domestic Australian orders containing lithium battery products, we use approved domestic shipping services where available.
We reserve the right to cancel, modify, or adjust a shipping method if an order cannot be shipped safely, legally, or practically using the selected method.
Vemtech BioSystems Shipping
Vemtech BioSystems products may include aquarium food, shrimp food, live shrimp, live aquarium plants, aquatics accessories, and related products.
Dry goods and non-live products may be shipped using standard available shipping methods.
Live shrimp and live aquarium plants have separate restrictions and handling requirements.
Live Shrimp Shipping
Live shrimp are shipped within Australia only.
Live shrimp cannot be shipped to WA, TAS, or NT.
Live shrimp are shipped Monday and Tuesday only to reduce the risk of delays over weekends.
Live shrimp are packed in sealed oxygen bags inside insulated packaging. Temperature support, such as phase transition packs, may be used when required based on weather and shipping conditions.
Live shrimp orders are shipped by Express Post or equivalent express service where available.
Customers must provide a correct delivery address and ensure the parcel can be received promptly. We recommend shipping to an address where someone can receive the parcel during business hours.
We do not recommend sending live shrimp to parcel lockers, PO boxes, unattended locations, or addresses where collection may be delayed.
Live Plant Shipping
Live aquarium plants are shipped within Australia only.
Live plants cannot be shipped to WA, TAS, or NT.
Live plants are shipped Monday and Tuesday only, unless otherwise stated.
Live plants are packed with moisture support, such as damp paper towel or similar protective packing, and shipped in suitable protective packaging.
Some minor cosmetic damage may occur during shipping, including bent leaves, broken stems, loose leaves, trimmed roots, or mild melt. This is normal for live aquatic plants and does not automatically indicate that the plant is dead or unusable.
Mixed Live Goods Orders
Where possible, live shrimp and live plants may be packed together in the same shipment.
Shipping is calculated at checkout based on product type, shipping profile, order weight, and destination.
For mixed live orders, live shrimp shipping requirements take priority. This means an order containing both live shrimp and live plants will usually ship under the live shrimp shipping method.
Large live orders may require additional packaging, multiple boxes, or additional shipping charges.
State and Territory Restrictions for Live Goods
Live shrimp and live plants cannot be shipped to:
WA
TAS
NT
Orders for restricted live goods placed with delivery addresses in WA, TAS, or NT may be cancelled and refunded.
It is the customer’s responsibility to ensure that products can legally be received in their state, territory, or local area.
We reserve the right to cancel any order that cannot be shipped legally, safely, or practically.
Aquarium Food and Shrimp Food Shipping
Aquarium food and shrimp food products, including Project 11 products, are shipped as dry goods unless included with a live-goods order.
Project 11 and other Vemtech BioSystems food products are intended for ornamental aquarium use only. They are not intended for human consumption, livestock feed, aquaculture production, or animals intended for human consumption.
Please store food products in a cool, dry place after delivery and keep containers sealed when not in use.
Shipping Costs
Shipping costs are calculated at checkout based on delivery location, product type, order weight, packaging requirements, shipping service, and any applicable restrictions.
For some product categories, flat-rate shipping may be offered.
For live shrimp and live plants, shipping rates include handling, packaging, and express postage requirements. For live shrimp, this may include insulated packaging, oxygen bags, and temperature support when required.
Shipping fees are non-refundable for change-of-mind returns.
International Shipping
We ship selected products internationally where available.
Not all products are eligible for international shipping.
Live shrimp, live aquarium plants, and some Vemtech BioSystems products are not available for international shipping.
International customers are responsible for any customs duties, import taxes, tariffs, clearance fees, brokerage fees, or other charges applied by their country.
Customers are responsible for ensuring that the products they order can legally be imported into their country.
If an international shipment is delayed, seized, rejected, returned, or destroyed by customs or border authorities due to import restrictions, unpaid fees, incorrect customer information, or refusal to comply with import requirements, we may not be able to refund shipping costs or recover the goods.
Order Tracking
Once your order has shipped, you will receive a tracking number by email where tracking is available.
Tracking updates may take up to 48 hours to appear after dispatch.
It is the customer’s responsibility to monitor tracking and receive or collect the parcel promptly, especially for live goods.
Lost or Delayed Shipments
Delivery delays can occur due to courier issues, customs, weather, public holidays, incorrect address details, network disruptions, or events outside our control.
If your parcel appears lost or significantly delayed, contact us and we will assist with lodging an investigation with the courier.
A replacement, refund, or other remedy may be offered depending on the outcome of the courier investigation and the circumstances of the order.
For live goods, failure to monitor tracking, delayed collection, missed delivery attempts, incorrect address details, or parcel redirection may affect eligibility for the Live Arrival Guarantee.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout.
We cannot guarantee address changes after an order has been placed or processed.
If an order is shipped to an incorrect or incomplete address supplied by the customer, we are not responsible for loss, delay, return-to-sender fees, courier fees, or live-goods losses caused by the incorrect address.
Authority to Leave and Unattended Deliveries
If a courier leaves a parcel unattended, or if the customer requests authority to leave, the customer accepts the risk of theft, weather exposure, heat exposure, cold exposure, damage, or delay after delivery.
For live goods, parcels should be brought indoors and opened promptly after delivery.
Leaving live goods outside, in direct sun, in a mailbox, at a front door, in a parcel locker, or in another unsafe location may void Live Arrival Guarantee eligibility.
Refused Deliveries and Return to Sender
If a package is returned to us due to customer action or inaction, including:
Refusal to accept delivery
Refusal to pay customs, duties, taxes, or import fees
Incorrect or incomplete address
Failure to collect from a pickup location
Missed delivery attempts
Parcel redirection
Providing an unsuitable delivery address
We may deduct the original shipping cost, return shipping cost, courier fees, payment processing losses, and a 20% restocking fee from any eligible refund.
Shipping fees are non-refundable in these cases.
Live goods are generally not recoverable once returned or delayed in transit and may not be eligible for refund where the issue was caused by customer action, inaction, or incorrect delivery information.
This does not limit any rights you may have under Australian Consumer Law.
Pre-Orders and Backorders
If your order contains pre-order or backordered items, the order may be held until all items are available.
If you would like available items shipped separately, please contact us. Additional shipping charges may apply.
Estimated dispatch dates for pre-order, backorder, custom, or made-to-order items are estimates only and may change due to production delays, supplier delays, material availability, quality control, or other factors outside our control.
Split Shipments
We may split an order into multiple shipments where practical or necessary.
This may occur due to stock availability, product type, battery shipping requirements, live-goods handling, warehouse availability, packaging limits, or courier restrictions.
Where split shipping is required due to our fulfilment process, we will not charge additional shipping unless otherwise agreed.
Where split shipping is requested by the customer, additional shipping charges may apply.
Weather and Live Goods
We may delay shipping live shrimp or live plants during unsafe weather conditions, including extreme heat, extreme cold, storms, flooding, courier disruptions, or public-holiday congestion.
If we believe shipping conditions are unsafe for live goods, we may hold the order until the next suitable shipping window.
This is done to protect the livestock and plants, not to make everyone’s week more administratively spicy.
Contact Us
For shipping questions, address corrections, delayed parcels, or live-goods shipping concerns, contact us at:
Please include your order number and any relevant tracking information.