Contact Us & Tracking


Tracking:
FedEx Tracking
FedEx Phone #800-GO-FEDEX
USPS Tracking
USPS Phone #800-275-8777


Contact Us:
Contact by Form
Contact by E-mail
Phone & Phone Orders
Mail Us


Expedited Shipping

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:


UV Bulbs

  1. Bulb seems to flicker: leave plugged in for a few minutes. New bulbs take longer to start.
  2. Bulb blows shortly after use: check unit as this most likely means a short in the unit (caused by moisture, bad ballast, etc.)
  3. 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. Please email for more details on sponsorships. 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 family of websites such as Aquarium Information and Aquarium & Pond Answers.




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: A club or forum, which does not have moderation. Any group which resorts to personal and disrespectful ad hominum attacks. As well, a group which purposefully moderates out good scientific content or members who attempt to post such content or defenses of such content. Examples include FishLore and Reef Central.

    As well, recommending members to purchase from places such as Amazon or eBay for quality products such as UV Sterilizers.

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
  1. FAQ (Frequently Asked Questions)
  2. UV-C Bulbs/Lamps Trouble Shooting Guide
  3. Information Articles
  4. Aquarium Lighting Facts & Information
  5. Aquarium/Pond Answers
  6. Freshwater Aquarium Set Up Suggestions
  7. 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.
This is a service we are more than happy to provide at no extra charge. 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.
Our Policies, Statements, Useful Links
  1. Shipping Policy Page, Shipping Rates, International Shipping Policy, & Incorrect Address Provided

  2. Return Policy Page

  3. *Shopping Cart Problems*
    A PayPal account does NOT need to be used to purchase from us!
    However, to prevent credit card fraud, a PayPal hosted checkout will reject any credit card tied to a PayPal account that is used separately (please see the article above for more, in particular step #4).

  4. Privacy Policy

  5. Why Purchase from American Aquarium Products

  6. Mission Statement including:
    Abuse of our Help

  7. Customer Feedback including:
    Feedback Information

  8. View Cart

  9. Change Order

  10. Club & Forum Sponsorships

  • 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.
    Thank You!

  • 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 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")

  • All AC electrical we sell is 110-120 V
    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

  • 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 $2 to combine the orders (also see our Shipping Policy Page
  • All Pictures sent to our email become our property & may be used to help others unless otherwise specified!
  • 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, 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)
  • 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, because the purchase for a product 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.
  • create an animated gif

  • Email Us

    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.

    We reply within 1 hour (often less) during business hours. We also 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

    info@americanaquariumproducts.com

    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)

    Contact American Aquarium Products
  • Back To Top


  • Phone Service

    We have discontinued our direct phone order line for technical help
    (customers will get our phone number via their sales confirmation).

    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. 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


    WE APOLOGIZE for any inconvenience not having a direct phone line may cause. HOWEVER, the costs in employee time alone resulted in business losses. In part, because the majority of calls were not even from customers, rather people needing help with products we MAY sell, but have been purchased elsewhere.

    On top of that, not having a written record for technical issues could result in fraudulent charge backs and results in CONSIDERABLE financial losses!

    Part of the reason for no phone service is a considerable amount of calls we have taken went on to ask questions, which lasted 20 or more minutes. Much of the questions are already in our extensive articles. There has also been calls, which have become verbally abusive to our employees. At the same time, by just having our internet sales, they have produced less fraudulent and discourteous buyers as a whole.

    Sorry, but due to these issues, costs in time and money and sales calls, phone calls, which are from non-customers will NOT be returned.
    If assistance is needed, please use our email!


    For more, please read: Mission Statement - Customer Service

    We still offer world class help via email, INCLUDING after hours and weekend tech support from staff not even in the office to utilize a phone. Few online sellers offer this (also including our staff online @ Everything Aquatic Forum).

  • Back To Top

    Mail Us
    American Aquarium Products
    710 Foundry Street, Unit C
    Grants Pass, OR 97526

    Back To Top

         
     






    View Cart / Check Out| Shipping and Return Policy | Privacy-Policy | Return Policy | About Me | Aquarium-Bio | Feedback | Checkout-Tutorial |

    | Return Home | Downloads | Contact Us | Aquarium_Information | Aquarium Products | FAQ | View Cart |
     
         




    Copyright 2015, American Aquarium Products. All rights reserved.