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.
We answer all questions within the hour during normal business hours and have after hours support!
Helpful Articles, Websites
- FAQ (Frequently Asked Questions)
- UV-C Bulbs/Lamps Trouble Shooting Guide
- Information Articles
- Aquarium Lighting Facts & Information
- Aquarium/Pond Answers
- Freshwater Aquarium Set Up Suggestions
- How Sponge Filters Work
For Discussions, help with sick fish, or non customer questions, please visit:
- Everything Aquatic Forum
Please consider asking your questions here, as this also then becomes a base of knowledge for others!!
Request a PayPal Invoice|
We can provide a PayPal Invoice (PayPal accepts all major credit cards) if you rather not use our checkout system.
Our default shipping for Invoices or Phone Orders is Standard, so please let us know if 1 day, 2 day, 3 day air is desired.
Economy Shipping is NOT available with invoiced or phone orders (due to higher costs involved).
This is a service we are more than happy to provide at no extra charge ($10 minimum otherwise a $1 fee). This will provide a simple itemized electronic invoice.
Please allow up to 24 hours for the invoice to be sent, as well, please note whether standard shipping or expedited shipping (1, 2, or 3 day Air) is preferred.
Please check Spam or email used with PayPal account or order
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.
As Low As We Can Go
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 now also includes FREE shipping to the lower 48 USA.
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 7% on top of bulk pricing for other retailers with proof of business license or re-sell permit.
The exceptions include:
*Canister filters which we DO NOT discount.
*Wonder Shells, AAP Hydro Sponge Filters, & TMC Products which have a 15% discount (this does not apply to lot pricing, then it becomes 7%. in other words, no double discounts)
*Clay Neighbor's AAP Custom Premium Fish Food which has a 40% discount for bagged & 35% for canisters
Our Sponsors get a 20% discount (basically our cost after cost of goods, inbound shipping, & normal business expenses are added in). This is for personal use only, not for resale. We reserve the right to decide what denotes a true sponsorship.
Please do NOT use the "check-out cart" or phone order system for these items, please instead request an invoice via email for better efficiency as per AAPs business model & the even lower margin this entails.
These discounts cannot be applied to phone orders or online checkout (phone orders in particular have a much higher processing cost to us, which is why this phone orders cannot be used for discounted products)
All AC electrical we sell is 110-120 V except the TMC Vecton 200 UV
These can be run on 240 V with Step Down/Up 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
Add to Orders- we cannot access your credit card as this is an encrypted secure transaction for the buyers protection. To combine an order (if not already shipped), please purchase again online (or request an electronic invoice) and then contact us to note the separate order (often we notice this unless already shipped, which in this case we cannot combine the orders). We will deduct any applicable additional shipping fees less $4 to combine the orders for Economy Shipping and no additional charges for Standard or higher shipping (also see our Shipping Policy Page
All Pictures sent to our email become our property & may be used to help others unless otherwise specified!
While we are primarily set up as a retail & wholesale distribution center for efficiency, we WELCOME local sales!
We just ask that persons purchase online along with a message to let us know you intend to pick up, then we can have your order ready for pickup during normal hours and refund any and all shipping (normal hours for pick up are M-F 9-3 & Sat. 9-12).
If you are not sure what you would need, we ask for an appointment as our business is set up in a warehouse format for efficiency to keep prices at wholesale levels.
You will find that our prices are often 40% lower than local Grants Pass retail prices, & more importantly you won't get "Frogged" with low quality products, especially when it comes to quality aquarium and pond UV Sterilizers!.
Payment Methods- All major Credit Cards are accepted.
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, Bank Checks, Virtual Terminal, or we can generate custom Invoices.
However, Purchase Orders are not accepted due to the time it generally takes for us to receive the funds (except under special arrangements for large orders over $1000 for research projects). Otherwise we suggest using a company/school/organization credit/debit card.
With all checks, money orders, bank checks etc, we ask for a request first so that we can send an electronic invoice for a record and protection for both us & the buyer as to what was requested. This invoice does not need to be paid electronically, it is simply a reference/invoice.
We can accept some checks, but there is a 7-10 day delay in shipping while the check is processed (money orders & bank checks still have delays in processing too, just now as long).
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)
All available parts are listed on the corresponding product page. If not, a link is given: SOMETIMES for parts, which are not sold separately by the manufacturer, such as the SunSun Filters, we will take apart a new product for customers who have purchased this filter in the past from us. However since we have yet to ever sell all parts in any product we have disassembled just for parts, this service is reserved for those ONLY who have purchases from us.
We are NOT API, Via Aqua, or the Manufacturer of Quick Cure (Aquarium Products now sold by Mardel) etc.. However if you have questions, which these companies have failed to answer, we are more than happy to answer your question by email.
Sending rude, demanding, accusatory, etc. emails, for a products purchased somewhere else, will result in immediate email blocking.
Please check our very extensive information pages first prior to email as many questions are answered there already.
We Do NOT have a Catalog, as we update our information constantly to provide the reader the best content found anywhere on the Internet. To constantly put out a catalog would be extremely costly and since we operate on razor thin profit margins, this simply is impossible.
Please refer to our articles and selling pages (including our article downloads in pdf) for all information.
PLEASE NOTE, As of May 25; Due to family emergency and short staff, emails may take longer than normal to respond to and we may not be able to provide as much personalized help. We ask for your patience and understanding
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.
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If you have a damaged product, this is the best and most efficient way to reach us. Please provide any relevant pictures too.
For customer support support, we offer world class professional help via email (not outsourced help common with many online sellers).
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 our Professional 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.
Please understand that 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, this is what our forum is for.
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).
This allows for more time spent with these questions as well as more input. This also allows our customer service to operate more efficiently and not require calls to persons who may be having time off with their family to jump on and answer a very specific question not directly related to normal customer service:
Everything Aquatic Forum
See also for further information: Mission Statement - Customer Service
Please Click Below for our Contact Form or use the email above for communication with our customer service (this is REQUIRED for Invoice or Phone Order Requests for Legal Records)
ANY Emails or Phone Calls we deem Rude OR Condescending will NOT be returned and such email addresses will be blocked for future emails.
HERE IS OUR PHONE ORDER SERVICE LINE:
Please Note that this phone line is for phone orders, it is NOT a direct line to AAP.
Our phone order service will return all phone calls within one business day during normal order processing business hours (8:30 am to 2:30 pm/ 8:30 11:30 Sat.). Please understand we return phone calls in order received for phone orders, multiple calls only brings your call to the bottom of the order.
Due to time costs and higher Credit Card merchant fees for phone orders, any order under $50 will also be charged a $1 processing fee (or or $2 for under $30). We do not charge this for electronic invoices, so consider emailing us a request for an electronic invoice if you prefer to not use our PayPal hosted online checkout system.
Sorry, but due to higher merchant fees and lack of merchant protections, we CANNOT take international phone orders.
ALL technical and product questions are handled via email (even after hours) ONLY!
Our phone order staff is NOT trained for technical questions nor is their the ability for a written record and therefore we do not back in answers given for technical questions by phone (they can read from the website to clarify any order questions).
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 along with technical questions will not be returned.
We can send electronic invoices for those who prefer not to purchase directly online.
PLEASE NOTE for multiple different items phone orders; we ask that the Contact Form or an email with full address, phone, and desired items be filled out for a written record due to legal reasons involving credit card fraud we have had in the past. If this is not done, we are NOT responsible for any misunderstandings resulting in incorrect items.
A phone order staff member will call back during normal business hours (USA Pacific Time) and CANNOT answer ANY technical questions (in part because they are not trained for technical questions).
We do NOT save credit card information for any further orders for customer protection and due to legal reasons.
Our default shipping for Invoices or Phone Orders is Standard, so please let us know if 1 day, 2 day, 3 day air is desired.
Economy is NOT available with phone or invoiced orders.
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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American Aquarium Products
710 Foundry Street, Unit C
Grants Pass, OR 97526
FedEx Phone #800-GO-FEDEX
USPS Phone #800-275-8777
Contact by Form
Contact by E-mail
Phone & Phone Orders
Expedited Shipping Requests due:
*10:00 am PST for Overnight
Requested via Contact Form
*1:30 pm PST for 2 Day
2 Day- added during checkout
Please use our helpful articles prior to contacting:
*Some articles found near the top of this page and many more are found in the drop down menu under the Aquatic Information in the top Navigation Bar
*Please know- we spend hours every day updating and ongoing research to keep these articles accurate with top notch information not found anywhere else!
Not reading our information before contacting us is like taking a college coarse and constantly raising your hand to ask the instructor to explain the answers without ever reading the required subject material first.
*If further clarification is needed, email communication is best. We have many in depth researched websites with even more information we can send links too. These web site articles will be even more specific and in depth.
• We now have gift certificates:
- Bulb seems to flicker: leave plugged in for a few minutes. New bulbs take longer to start.
- Bulb blows shortly after use: check unit as this most likely means a short in the unit (caused by moisture, bad ballast, etc.)
- Bulb does not light but, old one does: Most of the time this means a weak ballast/starter.
We provide a customer courtesy (one time per purchase) UV bulb replacement up to 6 months after purchase
UV Bulb Trouble Shooting Guide
Club & Forum Sponsorships:
Sponsorship is where we prefer to spend the majority discretionary and advertising moneys.
However, due to the many requests received, there's a limit to our sponsorships to certain criteria.
We look for sites:
That provided indexed web pages with links for our articles such as our Aquarium Lighting, Aquarium Ich, Aquarium Redox , Aquarium Chemistry articles or many other articles or product pages.
We will often support clubs showing genuine support for our in unique in the world, depth researched family of websites such as Aquarium Information and Aquarium & Pond Answers.
NOT clubs/forums more interested in just product (or money) as well as popularity and celebrities, as our long term experience has shown these groups are not a good fit with our research/experienced based information site.
Sponsorship Requirement Summary:
- References to some of our many in depth professionally written articles.
- Link on a page from a club web page noting us as a sponsor with a REAL link to one of our web pages (an article is preferred over our Home page, as our mission is information first, product sales second).
- Local club to our location in Oregon is also a positive. Especially if other points are otherwise rather marginal (although we no longer will be overlooking poorly moderated forums for any reason).
- Disqualifer: After a bad experience with PNWMAS, ANY club or forum, which does not have real moderation.
Any group which resorts to personal and disrespectful ad hominum attacks of Carl's or his representatives in depth article and vast long time professional aquarium experience.
As well, a group which purposefully moderates out good scientific content or members who attempt to post such content or defenses of such content.
Finally, recommending members to purchase from places such as Amazon or eBay for quality products such as UV Sterilizers which only hurts the industry and hobby in the end.