Frequently Asked Questions:
What are your shipping charges?
Our simple Economy (FedEx Or US Postal Service) shipping charges are as follows:
ORDER AMOUNT-------------SHIPPING CHARGE
0 to $175----------------------------$9.86
$175.00 and up----------------FREE SHIPPING!
US Orders outside the lower 48 United States (AK, HI) are charged a $19.27 fuel surcharge.
PLEASE NOTE: CHOOSING UPS OR EXPEDITED SERVICES
INCURS ADDITIONAL COSTS!
Do you offer overnight shipping?
We do! Overnight 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! Be forewarned - it can be very expensive!
What if an item is out of stock?
More than 99.94 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.
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!
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.
What is your Return or Exchange policy?
We have a 14 day Return and Exchange policy. We try to make it as easy as possible for you to get the items you need with a generous time frame. Please note that all Returns / Exchanges must be received in New, Unused, Resell-able condition with all tags and packaging. Unfortunately we cannot accept items that do not arrive in this fashion.
What is your Return or Exchange procedure?
Please ship your return to the return address listed on your package. We ship from multiple locations so the package must be shipped back to the location where it originated. Please contact our customer service team through the form below for a return authorization number. Be sure to note that you are responsible for creating a return label and/or addressing the package for return shipment.
Once a return has been approved and returned to us, an exchange item will be sent out and/or a refund will be issued to your initial method of purchase.
Do you accept purchase orders and payment after delivery by check or C.O.D?
Unfortunately we do not accept checks, purchase orders, or 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?
International shipping is not available.
Help! I can't add items to the cart!
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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!
Will placing multiple 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 completely.