Contact Us & Tracking
Please refer to these articles before sending questions about product use. We then can fine tune our answers to your specific needs about the article.
Helpful Articles, Websites
Our Policies, Statements, Useful Links
Sometimes there's a problem with our business emails being sent to customer Spam folders. Please be sure to check Spam for emails from us. Also be sure to mark emails in your Spam folder as Not Spam.
As well, many customers have an older email attached to their PayPal or other credit account. This IS the email we will send your notifications of tracking, etc. Please check this if different from your normal email.
*Please also note, we send a personalized email with tracking with EVERY purchase after shipping is completed. So, if this does not arrive, again check Spam or other email accounts you may have.
We sell our products at very competitive prices (often below wholesale, which is why many retailers purchase directly from us). Many products are purchased at the highest volume tier, such as LED lights and we already pass this volume discount pricing on in our shopping carts and our shipping tiers as well!
This also includes a Shipping Calculator that caps after $79 (lower 48 USA only). So, a purchase of $500, $1000, etc. pays the same shipping as a $79 sale (of which we make up the difference).
Please to do not contact us asking for discounts. Any further discounts are displayed on these product pages. Such as the sponge filters.
*We do however provide an additional 5% on top of bulk pricing for other retailers with proof of business license or re-sell permit (this would be refunded after the transaction). The exceptions include canister filters which we not discount and Medicated Wonder Shells which have a 10% discount.
We also do not provide "samples". As previously noted, with our very competitive prices we cannot afford this. As well, our very in depth information pages should provide most all the information necessary to make an educated decision (such as "Fish Nutrition")
These can be run on 240 V with step down converters or have an electrician split your electrical. In the case of the TMC LEDs, find a correct electrical cord adapter.
An example of a step down converter for Australia (not required for AquaRay LEDs):
240v 110v Step Down Transformer Converter 200w
A PayPal account is not necessary to purchase. Our checkout system (although hosted by PayPal) does not require a PayPal account or use of one if you do have one, but not wish to use it. See:
Credit Card/PayPal Shopping Cart Tutorial
We also accept Postal Money Orders, Virtual Terminal, or we can generate custom Invoices. However, Purchase Orders are not accepted. We can accept some checks, but there is a 7-10 day delay in shipping while the check is processed.
ALL our transactions are performed via a SECURE encrypted "https" protocol PayPal website. UNLIKE many websites, which host their own "Pay Now" buttons on their less secure "http" protocol websites.
This is why we cannot access credit cards after a transaction is complete. We must send a separate invoice or the additional items must be purchased online and then we can combine orders (and refund shipping if need be as per our Shipping Policy)
Please check our very extensive information pages first prior to email as many questions are answered there already.
Please refer to our articles and selling pages (including our article downloads in pdf) for all information.
Our Email is for questions related to the online store and its products. Please be sure to provide us with a sufficient amount of information to answer your American Aquarium Products related question.
For customer support support, we offer world class help via email. We reply within 1 hour (often less) during business hours. We also pay staff per email to check and reply to emails after hours and weekends to provide urgently needed customer service (although generally our email is not checked between 10 pm and 6 am PST/PDT)!
This email is the same location, which the Contact Form goes.
The Contact Form provides us with more useful information to better help with many questions and is our preferred method of contact.
As well, our email filters will never reject a Contact Form, however we still check our Spam daily for emails where the contact form is not used, so NO EMAILS ARE EVER MISSED regardless of method used!
Please also respect the volume of emails we get and the intention of our email tech & sales support is to point people to our VERY in depth articles (which we still spend copious amounts of time updating) or other sources for self help. Then answer specific questions from these as quickly as possible (including evening/weekends).
*Please understand we have to pay staff for each email (& time spent answering) after hours, which is why we ask to restrict repeated follow up questions after hours or repeated questions by non customers who have purchased products we sell elsewhere, but are using our tech support.
Our email support CANNOT be used for discussions or "running by thoughts" of ones aquarium/pond care/setup details. Such as, step by step plumbing or electrical details of a custom aquarium or pond set up.
With the 7000 visitors to our articles daily, we simply cannot afford the staff to answer the volume of emails if everyone who reads the articles, then expects us to provide personalized answers about their aquarium/pond.
For such discussions; including questions about aquarium/pond diseases, questions for Carl, non customer help, etc... These must now be referred to the forum we sponsor (& many of our staff including Carl often visit):
Everything Aquatic Forum
See also for further information: Mission Statement - Customer Service
ANY Emails or Phone Calls we deem Rude OR Condescending will NOT be returned and such email addresses will be blocked for future emails.
Please Click Below for our Contact Form for communication with our customer service (this is REQUIRED for Invoice or Phone Order Requests for Legal Records)
We have discontinued our direct phone order line for technical help
(customers will get our message phone number via their sales confirmation which is for customer use only).
Even then, problems including: address verification, change in order, returns, shipping issues, etc. MUST be handled by email for a written record we LEGALLY MUST HAVE. Phone messages for such issues will not be returned.
We can send electronic invoices for those who prefer not to purchase directly online.
To make a Phone Order, fill out our Contact Form, along with items desired. We will then call the customer for credit card information.
PLEASE NOTE, the Contact Form must be filled out for a written record due to legal reasons involving credit card fraud. We will not except plain emails, which ask for a phone call back. The person, which will call back for a phone orders will call back during normal business hours (USA Pacific Time) and WILL NOT answer ANY technical questions (in part because they are not trained for technical questions). The phone call is only for taking credit card information, which is NOT saved for any further orders due to legal reasons.
There is a $2 charge for phone orders under $10 or $1 for orders over $10
For more about how we use email and phone service, please see this section of our FAQ Page:
FAQ; Why we use email support over phone support
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