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.
PayPal will generally send an immediate invoice of your transaction (the same copy is also immediately emailed to AAP too). We will pack another copy of this invoice with your order.
If an additional invoice is requested by email, there is a $2 fee for the time to download, print & scan if Economy Shipping is used, otherwise this service is free if requested.
*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 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, AAP Professional Treatments, & TMC Products which have a 15% discount (including the special pricing on Wonder Shells). This does not apply to lot pricing, then it becomes 7%. in other words, no double (or triple discounts in the case of Wonder Shells).
*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)
These can be run on 240 V with Step Down/Up Converters or have an electrician split your electrical.
Running ANY motor, heater, or other electrical device we sell on voltage higher than 120V (other than those stated that can run on either system) will VOID your warranty, not matter how short a time the product is run!!
An example of a step down converter for (not required for AquaRay LEDs):
240v 110v Step Down Transformer Converter 200w
In the case of the TMC AquaRay LEDs, all you need to do is find a correct electrical cord adapter. as these run on both 120V and 240V
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 or request a custom electronic invoice 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 shipping if any paid (invoices would not include shipping).
Email for appointment to pickup is best as we often make postal & other drop offs during normal business hours and may not be available during normal stated shipping hours.
If cash is preferred, please have exact change (at least to $) and email us with your order and we will have it ready.
Normal hours for pick up are Monday 8:30 to 3, Tues. thru Fri. 8:30-1 & Sat. 9-11.
PLEASE NOTE: With the Covid-19 outbreak, we are temporarily not allowing walk up customers, all local sales need to be pre-ordered for pick-up. If you need advice prior to purchase, please email us
If you are not sure what you would need, we ask for an appointment or to send an email inquiry first (as you would if you lived outside our area) as our business is set up in a warehouse format for efficiency to keep prices at wholesale levels.
To explain further, outside of our early morning shipping crew, much of the day we have only one person in warehouse to handle expedited shipments, to receive inventory, & to put together product. Most of our other staff then is working outside the warehouse answering email & forum questions. So generally the staff member that is in the warehouse would not have the time to provide any help other than to fill an order (which is why we ask for an appointment or to ask a question online to then be filled for pickup).
Please note that since our Credit Card Merchants services are set up to take credit cards on line and to pass certain security measures, we are charged a substantially higher rate for orders not processed online, so we must charge a $1 fee for orders over $30 & $2 for order under $30 (this is not charged if you order online for pick up).
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!.
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)
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.
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.
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 (often from non authorized or parasite resellers), but are using our tech support.
For this reason with AAP Wonder Shells in particular (as well as AquaRay Lights), with the many parasite retailers now selling clearance and often not fresh product along with incorrect/incomplete instructions, nor the complete line including the Medicated version, we can no longer offer our customer service for Wonder Shells or other products purchased elsewhere, sorry.
Please understand that our email support CANNOT be used for discussions or "running by thoughts" of ones aquarium/pond care/setup details.
Such as; questions to specific/unique water parameter & other ongoing issues, specific detailed questions pertaining to our founder's in-depth articles, 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, non customer help, Or questions specifically for Carl (who is retiring from the business):
These MUST now be referred to the forums 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
*Everything Aquatic; MeWe Edition
*Everything Aquatic; Facebook Edition (please note that Carl is not active on this forum, only the first two)
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 (for USA Orders only):
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 10:30 Sat.- Pacific Time.
PLEASE NOTE: Due to short staffing during Conroanvirus pandemic and the fact we are getting many calls abusing our phone order line for conversations that are not for phone orders and/or that are vastly more efficient via email due to short staffing, we are temporarily suspending this phone service.
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 (THAT WE ARE NOW CHARGED), ALL orders will be charged a $2 transaction fee. 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.
| Return Home | Aquarium_Information | Aquarium Products | Downloads | FAQ | Other | Contact Us | View Cart |