The reason for all of this information is to provide our customers with clear and accurate understandings of our Return/Refund policies, not to make returns difficult. Simply put, we do NOT require Return Merchandise Authorization (RMA) numbers as many online businesses require. All we basically ask is that we can identify your return (via email, transaction number, name and address, etc.), your reason for return and any directions for return or refund.
We also seek to handle most warranty returns for our customers rather than send customers to cumbersome, slow, and often costly manufacturer returns.
Cancel/ Change Order
Please note if you need to cancel or change your order, there will be a $2 Fee to change an order (this is to cover the time spent and fees charged us which usually exceed $2). In most cases orders canceled prior to shipping/processing can be refunded in full with no fees charged.
If an order has been shipped there is no practical way to get a package back from USPS or FedEx so normal return policies apply. Please Contact Us Here.
30 Day Return Policy
All non warranty return requests must be initiated within 30 days from when the products are delivered to you. (This excludes returns initiated by email, requesting us to take care of warranty issues on a product purchased from us or to repair a product out of warranty).
It is impossible to refund any return that we receive after 60 days (by terms of Merchant Credit Card Agreements)
Any Return after 30 days falls under the terms of a Warranty Return
Broken, Damaged Shipments need to be handled within 7 days (so as to file a claim with our shipper as per their rules).
Please note as per FedEx rules for claims; that if only parts are broken that can be replaced (such as a Quartz Sleeve on a UV Sterilizer), this is all we can send/replace, not an entire unit.
The simplest way to handle all return or breakage requests/complaints is to respond directly to the email we send with ALL sales at the time we finish processing your purchase as pictures that are required by FedEx can be attached. Another way is via our Contact Page, and then attach pictures after we respond to your breakage claim.
We send ALL customers this email, if you cannot find it in your email please check your SPAM.
See Return Requirements for further shipping damage information
We have also found that many customers use "old" email addresses in PayPal or similar credit card accounts that are no longer checked, Please note that these Shipping information emails from us are sent to the email provided by your PayPal or Credit Card account (unless you type the current email at the time of purchase), so please check these email accounts if our email cannot be found.
See Information Section for "Incorrect Address" info.
Non Delivery; Once delivered and FedEx or USPS shows a confirmed delivery, we can still help if you cannot find your package, however our legal obligation has ended. We recommend contacting FedEx or USPS first with your tracking number, then contacting us to see where we might be able to help from our side (especially with FedEx).
International & Non Lower 48 USA Damage/Missing; As clearly stated on our Shipping Page, we do NOT guarantee any shipment sent internationally where the buyer elects to use the much less expensive Postal Shipping for non delivery or breakage (rather than the guaranteed FedEx shipping), so if have a problem with this type of shipment, we can certainly help with repair or parts at cost but these shipments are already are often at a loss and since we get no guarantees we cannot offer any assistance beyond this. There are no exceptions other than helping in any way we can at our cost for both product and re-shipping!
Products damaged by misuse: We can still accept products that are damaged due to misuse such as over-voltage, water damage, customer breakage; however since we cannot return these products, our "help" with replacement will be at our discretion and our cost, not full price.
For non Defective Returns; Up to 85% of your order will be refunded (to cover re-checking the product and restocking), also the refund depends on condition of returned product. This does not apply to defective items (which are generally replaced, not refunded)
This includes returns that are claimed to be defective but are not (we test many of our products prior to shipping, and this includes most lights & UV Sterilizers).
The restocking fee is usually waved as a customer courtesy when the refund is applied to another purchase. Exceptions include special orders or large quantities of the same product (due to expensive inventory over-runs)
For application of credit toward an exchange or new purchase, this can be handled either by the customer making the new purchase and once the return is received back, we would apply 100% credit (less shipping) toward the original purchase OR once the return is received we can send an electronic invoice for the difference in price plus shipping (if any).
We provide a customer courtesy (one time per purchase) UV Bulb replacement up to 6 months after purchase
We cannot respond to requests for returns or replacement via phone messages.
Warranty Returns can be taken at any time, we attempt to handle as many warranty concerns "in house" to avoid as few hassles as possible for our customers including our often much quicker turn around time of a day or two (versus manufacturer return turn-arounds that are often a couple weeks).
For warranty returns, make sure to provide evidence of your purchase from us, such as transaction ID, original packing slip, or simply the email address you used for your purchase. This is a service provided for our customers only!
ALL Return Shipping Fees will apply after 60 Days, as it would with most manufacturer returns, except we are much quicker and we absorb most of these costs, unlike manufacturer returns (we would send an electronic invoice for this fee unless already paid). Please understand we are acting as an agent for your returns at no charge between the buyer and the manufacturer and there are costs involved for us that we do NOT pass on (including costs to return to the manufacturer and rejected returns by the manufacturer that we have already given to the buyer).
*If only a certain part need replacing, such as a UV Ballast or LED Power Supply, this part only can be returned.
*If the warranty return is needed quickly; the product and can be re-purchased and once the defective product is returned, the price of the product (only) can be refunded upon testing/verification.
We cannot exchange warranty returns for a different product unless the product under warranty has been upgraded to a newer product (Example; the TMC AquaBeam 500 is now a AquaBeam 600).
For TMC AquaRay LED Lights and GroBeams, we attempt to handle any problem "in house", this often results in us taking any loss due to moisture damage from improper placement or ventilation. One symptom of humidity/moisture damage is the first emitter (next to the power supply connection) going out. This is the most susceptible due to too much moisture and is the one that has failed in every case of emitter failure of AquaBeam 600's, and 500's.
The older 500 model (pre November 2010) are however, a bit more susceptible to high humidity/moisture. The 1000 and 600 model LED's are not as susceptible to humidity/moisture.
The 1000 and 600 model LED's are not as susceptible to humdity due to improvements that include a couple of extra electrical components to protect against any current spikes entering the unit as a result to damage to the sophisticated circuitry from humidity higher than the established 70% for any electronic component. The result is less than 3% overall failure rate and this includes those damaged by high humidity/moisture.
If you are having trouble with one of these units you should reevaluate your placement and ventilation. We have only had 5 humidity/moisture failures from November 2010 to August 2011 of the newer 500/600 out of hundreds sold.
None of the dozens of AquaRay LEDs (even 500 models) going back a few years in our sister maintenance companies have ever failed, as adequate flow through ventilation (not just a back cut out when used in canopies) and regular cleaning of all lights (not just LED) is provided.
It is also noteworthy based on our findings it is the sophisticated circuitry to reduce the voltage that gets damaged by humidity in these few returns (not actually the emitters), often when left to dry these fixtures will work again unless there is too much corrosion (similar to a cell phone damaged by water then dried out to work again).
From TMC (the manufacturer): "We are aware of a problem with the AquaBeam that appears to be
installation specific and has affected [ONLY] around 3% of our total sales." Please note that TMC has been very liberal in honoring warranties even in clear cases of poor installations.
For UV Bulbs (as noted earlier on this web page); we provide a customer courtesy (one time per purchase) UV Bulb replacement up to 6 months after purchase (this also applies to any aquarium lamp other than the AquaRay which have a longer warranty period as per the manufacturer).
For new Bulbs/Lamps returned within 30 days of purchase that test fine/OK (which over 95% of new returned UV bulbs test fire OK upon our tests), we can return these bulbs for 50% of the original shipping cost as a customer courtesy. This offer of reduced return shipping is for USA only customers!
For the very rare defective bulb returned within 30 days, return shipping is free (we check all UV Bulbs prior to shipping & even then less than 1 in 300 is found to be defective).
We try to make this process as simple as we can. Here are the steps that need to be taken (we recommend emailing us, to help us identify a return when it arrives).
Email Us: You can email us using our Contact Form (preferred), or email us at returns@americanaquariumproducts.com please include:
Name and Email used for order (a printed email "thread" is often helpful if this is available)
Date received
What product the problem is with (assuming there is a problem)
If shipping breakage please provide images of the outside box and damaged item
Reason for return
How you used this product if it did not work correctly
We will contact for further information if needed
Return to:
American Aquarium Products
913 SW H Street
Grants Pass, OR 97526
Make sure to package the return similar to how we originally sent your purchase, as breakage due to shipping us lights, etc. without any bubble wrap or similar protection cannot be replaced or refunded
Please enclose a letter with your return. Please include name & your order number, copy of email correspondence (or email used).
Customers are responsible for all return shipping costs except defective merchandise, and then we must be notified within 48 hours. In many instances we can send a return label electronically for defective merchandise, however we would need to know exact weights (assuming a partial order return). If the customer chooses to return the defective merchandise via their own shipping method after notifying us within 48 hours, we will refund the label at the wholesale cost of GROUND shipping. ANY merchandise returned "As Defective" that we determine via tests as non defective will be re-charged for this label upon return of the item or in a refund (this is due to the high rate of fraud).
Packages that arrive with "COD" or "Postage Due" will be refused.
As well any International Return sent via UPS or similar methods without brokerage/customs fees paid will be refused. Any attempt to hide these fees will result in any future sales refused to this customer.
The product has not been used. Although if returned in sell able condition we can refund up to 85% of the purchase price this amount can vary depending upon time to recondition, clean and what we can sell the product for based on condition). (This does not apply to warranty returns)
The product is in original packaging material which is also in new condition.
All of the original parts, accessories, instruction manuals, paperwork, etc. is in the packaging.
Shipping Damage/Delivery Issues (& some defective items) Pictures of outer packaging and broken items are necessary for products damaged in shipping within the USA. We must have BOTH pictures of outer packaging and the broken product.
Please attach these pictures to your email for us to process your damage complaint (return of such shipments is rarely required). Pictures can also be mailed via USPS, although this will likely delay your claim.
Be assured that Purchases damaged in shipping (in the USA) go to the top of our priorities, so we usually will get a replacement on their way as soon as we have pictures.
We check/test most all fragile products prior to shipping (including liquids) to ensure that your item was shipped in good condition, however even with the best of care in checking and packaging damage can happen and we attempt to correct this ASAP and pictures often work best.
Please do not return broken items and claim they were broken in shipping, asking for a refund without proof of this damage. We need proof, as there are many who have ordered an item, broken the item themselves and claimed shipping damage. This sadly is an occasional scam, and any returns attempting this will be refused.
Do not return defective products that were clearly purchased elsewhere.
Liquid products are packaged very carefully and we have found that even with severe damage 90% of the product is contained in our outer wrapping. For these reasons we do not return damaged liquids, rather we simply credit your account in full for the cost of the product, leaving the customer with generally 90% of the product at no cost.
International: As stated on our Shipping Policy Page we give no guarantees when shipping internationally. In an effort to provide our products to international locations we will do our best to aid a customer with losses internationally (so please do not take your frustration out on us). Please understand that lost international packages cannot be fully credited due to the lack of guarantees for us.
International returns MUST be emailed in advance of returns
In rare instances, there may be a problem with delivery. Most of the time, this is because the package was delivered to a side entrance instead of the main entrance and the customer is unable to locate the package. If you believe the package was not delivered to your address or have any other similar problems, please contact us within 5 days of when the package was supposed to arrive. Any longer delays may seriously hinder our investigation.
Incorrect Address Provided: We transfer all address directly from the shopping cart, however customers have occasionally typed in the incorrect address, which then causes the package to be shipped to the incorrect address.
Once an item is shipped, we can still change a FedEx shipment up to 1 day prior to delivery to a different address, however FedEx charges us $13 and we will send a bill for this prior to requesting a new label.
Unfortunately many of our "light" packages, rural, or international are shipped via USPS and there is no way to re-route a package. The best that can be done is for a customer to call their local PO and request that the package be held for pick up or returned.
Please note, we will still help a customer as a courtesy in any reasonable way we can if a package is not delivered or is return due to an incorrect address
Shipping charges are not refundable under ANY circumstances once an order has shipped.
Returns that provide pertinent information will be processed within 5 business days, usually within 2 business. Returns without any sales information, refused packages, and undeliverable packages can take up to 3 weeks to be processed and may be refused, returned to you at your expense, or restocked with a 20% restocking fee. If your return has not been processed within the specified time then please email returns@americanaquariumproducts.com
All our electrical devices are 110-120V, so these pumps, filters, Sterilizers, Lights, etc. will not work in the UK, Australia, etc. unless you have step down transformer and all returns for this reason will not include shipping and be charged a 15% re-stocking fee
We reserve to ship ANY product replacement the most cost effective way possible, regardless of initial shipping method or package destinations
Finally, 99% of the products we sell, we have either a good relationship with the manufacturer or we will simply back the product ourselves; So please do not feel you should have to "eat" a product that you feel has not lived up to its warranty (or similar), please contact us by email and quite often we are able to replace your product or repair it for no cost or simply parts other than shipping to us.
Please note all warranty returns are for purchases made at American Aquarium Products only!
A 15% restocking fee will be charged for all non-defective returns. A larger restocking fee may be deducted if the returned merchandise is not resalable (for example, the product was used, a tamper-proof seal broken, the packaging damaged, the product scratched, manual missing, etc.).
Up to 85% of product price will be refunded for used products. Amount is decided at our discretion upon product inspection.
Packages refused by the customer will be restocked with a 20% fee deducted from the refund. In addition, any postage due or brokerage fees associated with recovering a refused package will be deducted from the refund.
Non deliverable packages due to incorrect addresses will be charged a re-label fee of what ever the charge to us is (generally $10-$15). All labels are "pasted" directly from your shopping cart, so whatever is provided (unless we are immediately notified) is what we use.
All returned items should be packed in the same manner as they were originally shipped to you. Products must be returned in separate shipping box to prevent damage, as well the original product box should be returned whenever possible, although MOST replacements can be handled without it, so please do not worry over this if you have thrown away a box for an item still under warranty (however for returns under 30 days requesting a refund, we cannot refund without the original product box).
You are free to use any carrier that you choose although we are not responsible for any packages lost or damaged during the return trip.
Return Address:
American Aquarium Products
913 SW H Street
Grants Pass, OR 97526
