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. If you opted into Worry-Free Delivery, you may also receive a separate policy email from Seel with your policy details and claim access information.

Please ensure that all shipping information, including your 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 delays or losses caused by incorrect shipping information provided by the customer.

Shipping Methods & Delivery Time

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

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

Estimated delivery windows after order processing are as follows:

  • 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 is automatically applied at checkout when your order subtotal, before tax and fees and based on 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 applicable promotional period.

Optional order protection, Worry-Free Delivery, may be available at checkout for an additional fee, as detailed below.

Worry-Free Delivery (Optional Order Protection by Seel)

To enhance your shopping experience and help protect eligible orders against certain shipping-related risks, we offer Worry-Free Delivery powered by Seel. Claims and compensation are reviewed and handled directly by Seel in accordance with Seel’s policy terms, claim standards, and documentation requirements.

What’s Covered

If you purchase Worry-Free Delivery for an eligible order, Seel may provide coverage for qualifying shipping-related issues such as the following:

  • Lost Packages Not Delivered: The package is not delivered within the applicable claim timeframe.
  • Stolen or Missing Packages Marked Delivered: The tracking shows delivered, but the package was not received.
  • Damaged During Shipping: The package or item was damaged during transit.
  • Delayed Delivery: The shipment is significantly delayed beyond the applicable delivery timeframe.

Claim Timing Guidelines

  • Delayed delivery: Claims may generally be submitted if the package has not arrived within 10 days after shipment for domestic or same-country deliveries, or within 30 days after shipment for international deliveries.
  • Lost packages not delivered: Claims may generally be submitted after 30 days from shipment for domestic or same-country deliveries, or after 60 days from shipment for international deliveries. Claims must generally be submitted before day 90 from shipment.
  • Marked delivered but not received: Claims should be submitted within 7 days after the package is marked delivered.
  • Damaged during shipping: Claims should be submitted within 7 days after delivery.

How to File a Claim

  1. Check the email address you used for your order and locate the policy email sent by Seel after purchase.
  2. Click the Report an issue button in the Seel email to access your claims center.
  3. Follow the instructions provided by Seel and submit any required documents, photos, or supporting evidence based on the type of claim.

Alternative Claim Portal:

If you are unable to access the link in the Seel policy email, you may also file your claim directly at https://resolve.seel.com.

Seel Support Contact:

If you have any questions about the claims process or need help with a claim, please contact Seel directly at support@seel.com.

Claim outcomes, compensation amounts, and any replacement, reimbursement, or payout are determined solely by Seel based on the specific issue, supporting evidence, and Seel’s applicable policy terms.

What Is Not Covered

  • Orders that were never shipped or sent by the merchant.
  • Incorrect items sent, including wrong item, wrong color or style, wrong size, or imitation products.
  • Address issues or delivery problems caused by incorrect or incomplete shipping information.
  • Normal product wear and tear, misuse, neglect, or product dissatisfaction unrelated to shipping damage.
  • Customs duties, import taxes, or delays related to customs clearance.

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 may also be used by Seel to assess claim eligibility for delivery-related 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 continuously 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.

Worry-Free Delivery may be available for international orders, but it 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, responsibility for transit shifts to the carrier. We provide the following support depending on whether Worry-Free Delivery was purchased.

For Orders with Worry-Free Delivery

If you added Worry-Free Delivery to your order, eligible issues should be submitted directly to Seel through the claim process described above. Claims will be reviewed and handled by Seel according to Seel’s applicable policy terms, claim standards, and supporting documentation requirements.

For Orders without Worry-Free Delivery

  • 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 visibly damaged during shipping, please contact our customer support within 48 hours of delivery with your order number and clear photos of the package and damaged items. We will review your request and may, at our discretion, offer a partial refund, replacement, or store credit, excluding original shipping fees unless required by law or due to our error.

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 if your order has not yet been processed or shipped. If your order has already been processed, packed, or shipped, we are unable to modify, change, or cancel it, and you may refer to our Refund Policy for post-delivery solutions.

If you added Worry-Free Delivery to your order, the protection fee is non-refundable once processing has begun. For orders that qualified for free shipping, the applicable standard shipping fee, $8 USD for U.S. orders or $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 customer-caused delivery issues, the customer is responsible for any applicable reshipping fees according to our standard shipping rates.

  • Incorrect or incomplete shipping address
  • Missing contact information or failure to respond to carrier notifications
  • Refusal of delivery or failure to pick up the package within the carrier’s required timeframe

We will contact you by email once the returned package is received. At our discretion, we may issue a refund for the product cost minus the original shipping fee.

For orders that qualified for free shipping, the applicable standard shipping fee, $8 USD for U.S. orders or $10 USD for international orders, will be deducted from the refund amount if the package is returned as undeliverable due to customer error.

Worry-Free Delivery does not cover reshipping fees or delivery issues caused by incorrect or undeliverable addresses provided by the customer.

Returns and Exchanges

For detailed information about return eligibility, refund review, and exchanges, please refer to our official Refund Policy.

Product dissatisfaction unrelated to shipping damage, including skin reactions or unmet skincare results, is not covered under Worry-Free Delivery and must be handled through our standard refund process where applicable.

If you received free shipping on your order and later request a partial or full refund, the applicable standard shipping fee, $8 USD for U.S. orders or $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 about order processing, shipping rates, tracking, or general shipping policy matters, please contact our customer support team:

For Worry-Free Delivery claims and claim-related questions:
Please contact Seel directly at support@seel.com or file your claim at https://resolve.seel.com.

This Shipping Policy may be updated from time to time without prior notice. The latest version published on our website will apply to all orders.