Frequently Asked Questions:
What are your shipping charges?
Our simple shipping charges are as follows:
ORDER AMOUNT-------------SHIPPING CHARGE
0 to $100.00----------------------------$9.86
$100.01 to $175.00--------------------$11.88
$175.00 and up----------------FREE SHIPPING!
US Orders outside the lower 48 United States are charged a $19.27 surcharge.
Are there box charges or any additional shipping charges?
Nope! Unlike many other aquarium retailers we do not charge box fees or additional shipping charges for large, bulky, or heavy items. The simple shipping charges are all we ask.
Do you offer overnight shipping?
We do! Ovenight shipping is available. Please select the method you would like in the "Shipping Method" dropdown box and then click "Apply" to see the charges in your cart!
What if an item is out of stock?
More than 99.87 percent of our orders are completely in stock and ship within 1 full business day. If your items are out of stock we will notify you via e-mail. Then, at your discretion, you may receive a full refund, or be placed on our back-order list to receive the item as soon as it becomes available.
What is your return policy?
For your safety and protection we sell only genuine new and unused filter parts and media.
Due to the extremely sensitive nature of aquatic and marine life and your protection we are not able to accept returns.
A potentially used item can not be resold to our valued customers.
Do you have a toll free 24 hour telephone order line?
In the interest of providing the lowest prices and fastest service we do not. We can implement one, but it would result in a 20 to 30% price increase!
But if you don't list a phone number on your website, how will I contact you?
For your convenience our customer service telephone number is located at the top of every order confirmation page, at the top of every order status page, at the top of every order packaging slip, and at the top of every FedEx shipping label. You can also reply to our order confirmation or order shipment e-mails if you chose to include a valid e-mail address with your order. This is so that we can serve you, our valued customers, rather than being bogged down by telemarketers and internet spammers.
Will placing multiple phone calls and/or emails to your customer service line within a 24 hour period get me faster or better service?
Quite the contrary! Each additional contact to customer service places you at the back of the line. This is because our award-winning customer service representatives must review every additional contact you make to be sure that they answer all of your questions to completion.
Can I come and visit your retail location?
We are currently set up as a shipping and receiving location. We are not set up for customer visits at this time.
Do you accept purchase orders and payment after delivery by check or C.O.D?
Unfortunately we do not accept checks, purchase orders, and C.O.D.'s. If you wish to place an order for your institution a credit card is necessary.
Did you ship my order? How do I get tracking / shipping info for my order?
There is a link on the order confirmation page and in the order confirmation e-mail that goes directly to your order status and shipping / tracking info. If you chose to include a valid e-mail address with your order we will send you a shipping confirmation e-mail as well!
I didn't get an order confirmation e-mail. Did you get my order?
Some customers choose to not include their e-mail address with their order. We respect your privacy and allow this. Other customers may accidentally misspell their e-mail address. This would also preclude you getting an order confirmation e-mail. Rest assured, if you saw our order confirmation page - we got your order and it will ship the same day or the first business day after your order.
It is a national holiday. Are you open? Why didn't you ship my order yet?
We are unable to ship orders on national holidays due to United States Postal Service and Fedex closures. Your order will ship the first United States Postal Service business day after the national holiday in question.
Can I ship my filter to you to have it repaired?
We do not currently offer this type of service.
Do you ship internationally?
We do! International shipping is available. Please select the method you would like in the "Shipping Method" dropdown box and then click "Apply" to see the charges in your cart!
Help! I can't add items to the cart!
It sounds like you have Flash blocked. Please enable Flash to utilize our website!
I purchased a broken / defective item from another retailer - can you send a free replacement and / or refund?
We are not legally authorized to do so. Please contact the manufacturer and/or your retailer directly.
Are you the manufacturer of Fluval products?
We are an independent retailer of Fluval products. We do not manufacture any of the items we sell.
I'm looking for a specific item. Do you have "Insert Item Name / Description Here?"
Try our search feature at the top left! It works well and is very fast. We continually refine the search feature to serve you better!