Please see this page for our FULL return policy: RETURN POLICY; DAMAGED SHIPMENTS
Please see this page first, (International orders, please do NOT call for returns, broken shipments). Please follow directions here including an email
For Expedited Shipping (Fedex 1 day or similar) (2 Day can be added at the End of the Checkout process for most locations in the USA) Or you are not familiar with purchasing online (or if you do not wish to use our Pay Now (PayPal) shopping cart), we can take email requests. Please use the Contact Form to the right
(Also see our Shipping Policy Page for further information including International Shipping Requirements.
Please send us the following for 1 Day Price Quote/Requests or Phone Orders:
*Items and quantities of each item
*Full Name & Address and phone number
*We MUST have the above prior to us returning your call for phone or expedited orders
*DO NOT SEND your Credit Card information by email, we will call you for this as it is much safer (emails can be easily hacked)
Please have Expedited (1 Day) Shipping Requests in by these times
*10:00 am Pacific Time for overnight
*1:30 pm Pacific Time for 2 day (which can be added in our shopping cart at the end of the checkout process)
*Please note that overnight or 2 day is 1 or 2 business days (weekends or holidays do not count)
Email (Phone) Orders:
Please note, there will be a $1 charge for phone orders over $10 ($2 charge for orders under $10 or any order where the contact form is not used prior to the phone call due to the time to process these orders is considerably more and we find that we often lose money after labor is factored in on these orders).
This is also due to the fact we are charged a higher rate for credit card transactions by phone (please feel free to call though if this is your preferred way, please just understand our extra charge of $1-2 does not even cover the added expenses).
Please note; we apologize for no longer providing a direct phone number (we have a Google Voice Mail, see phone section), but we can still return email requests for calls (no international though due to costs)
The hours of 11:00 am to 12:30 pm and 2:00 -3:00 pm (Pacific Time) are our busiest; we will respond to overnight shipping order phone messages ASAP when left during this time. We do however like to help persons out with their aquariums/ponds and understand that some prefer giving us their order by phone or having questions answered by phone, HOWEVER please respect that as an internet business, we operate on a VERY small profit margin and phone calls that go much over 10 minutes often make it unprofitable to do business as we operate on a very slim profit margin. Based on phone calls we have received, 90% of questions asked are answered on our information, shipping policy pages, etc., so PLEASE check these extensive pages first if at all possible.
We can also email you an invoice via standard PayPal credit card system or via Google Checkout if you prefer (We cannot invoice international sales via Google Checkout)
• We now have gift certificates (see button below)
American Aquarium Products
913 S.W. H Street
Grants Pass, Oregon 97526
United States
*Please note that we return ALL non-spam emails (Contact Form Submissions) usually within 1-2 hours during the day on weekdays (longer on weekends);
*If you do not get a reply PLEASE check your SPAM folder for our returned email
* Also check your spam folder for all shipping notifications/tracking as we always send one Yahoo, AOL, SBC Global and AT&T/Bell South SPAM filters often seem to “spam” most business return emails or even outright reject business emails (including ours); in fact if you use Yahoo’s email service it is almost guaranteed our return email will be spammed (however not so much the contact form, so please utilize this form if you use Yahoo Mail), so please check your spam folder in particular if you use Yahoo & the others noted (Gmail & others do a much better job)
If you still cannot find a reply after 24 hours, please provide a phone number with any second request so we can call to answer your question (we also recommend complaining to your email host).
*Expedited Shipping Requests (1 or 2 day) “go to the top” in priority of returned emails or phone calls (please provide a phone number for these requests) Please see this page for a tutorial/troubleshooting using credit cards or our PayPal shopping cart: PayPal Shopping Cart Tutorial
*For Link Exchange Requests, please use the email address and see the link exchange policy/rules on this page: Great Links; info@americanaquariumproducts.com is for customer service/questions; use of this email for link exchange requests will not be returned
*We already sell many of our products at or near wholesale, as well our shipping calculator caps for larger sales providing even more discount (since we then absorb shipping costs). We also provide some further quantity discounts for selected pumps and sponge filters which many retailers that purchase from us already utilize We cannot provide further discounts due to our already low markups, so please understand that these types of requests will be ignored (for which we receive many of these phishing requests)
Or here is our mail for manual submission, Please “paste” or “click” (Please note that Firefox has a “bug” and adds “mailto” the email if clicked on, so we suggest pasting our email into your email address bar if using Firefox or else deleting the “mailto” from the email address if clicked on in Firefox) info@americanaquariumproducts.com
PHONE
Please accept our apology as to no longer providing direct phone numbers(We do have a Google voice Mail Option for certain requests)
However the use of our phone numbers was getting severely abused for requests, questions (most often for information for not related to our online store), shipping questions, etc, that were vastly more efficient to handle via emails (as well many questions are answered in our articles or how to diagrams).
Some of these questions were by persons requesting step by step questions for DIY projects such as building their own filters, ponds, etc with little or no interest in our products or even our information web sites/pages (which provided 90% of the information requested), as well these calls often went on for 45 minutes.
Even now 75% of our phone calls and emails are not from customers or even future customers, this does not mean we are not interested in helping these persons, we just need to manage our time more wisely.
This resulted in our inability to process orders, build equipment (such as our custom products) or maintain our website.
In an effort to control costs we are now handing all such request via our Contact Form/email first, of which emails are often answered within 30-60 minutes during normal business hours; 8-5 Pacific time (as well we check emails once or twice during evenings and multiple times on weekends). Please read our Mission Statement for a further explanation
*Please provide all important information with your email; For phone orders this must include name, address, Items and quantities of each item, & phone number.
*Generally our very speedy email returns along with information that is easily added/attached to emails answers most questions, however we still call customers for updated information for returns, shipping, further questions about ponds/aquariums, etc.
*We will return these phone calls at efficient times between our regular tasks as time allows. However vague questions, questions about products unrelated to our site, or those deemed sales calls (phishing for phone numbers) will only be corresponded to via email.
Please see the left side bar for information as to placing an expedited shipping order or if you would rather we send an invoice or email transaction (if you prefer not to use the shopping carts). Follow these instructions and we will call you back to complete these transactions (do not email credit card information)
*We now have a Google Voice Mail Option, however this number cannot be used for returns, shipping issues
As well most questions & product information requests are more efficiently handled via email as the phone does not link to important information necessary to properly help with 95% of customer needs; as well we do NOT return international calls due to costs involved
*Voice Mails will be returned during normal business hours (8-5 Pacific time, weekdays): 541-450-9864
**Again Please note that emails are checked every 30-60 minutes during regular business hours as well as a few times during after hours in evenings and frequently on weekends. While the Voice Mails are only checked/returned during normal business hours, so you will get faster service via email
SHIPPING: see our Shipping Page for further information (including International). Please note that we cap shipping in most instances in the lower 48 USA at low prices; this results in a discount in many larger/multiple purchases and due to this (as we make up the difference in shipping costs), we cannot offer any further discounts unless otherwise noted on the product listing page in question.
FAX:
866-891-2881 Please do not use our Fax number for questions, as we only use this to receive certain documents and we are charged per FAX. Please use email for questions
*Google Checkout requires you to set up a Google Checkout account (which many like having) and it does NOT accept debit cards. The Google Checkout is only for single purchases as well. Please see the link to our shipping policy page for more information about Google Checkout.
If you need help with a credit card payment (we accept Postal money orders and cashiers checks too), please call one of our phone numbers and we will take your order by phone.
PLEASE NOTE: WE ARE IN THE PACIFIC TIME ZONE AND OUR USUAL HOURS OF OPERATION ARE- 9:00 AM to 6:00 PM
We accept Visa, MasterCard, Discover, and American Express; through either PayPal (which is who we use for our main shopping cart) or Google Checkout.
You DO NOT need to have a PayPal account to use your credit cards and purchase from us (having a PayPal account attached to either a credit card or bank account simply makes your next purchase faster)
If you are having a problem remembering your PayPal user name, password, or other problems; try logging in with a different email account.
For our full Shipping & Return Policy Page (International Shipping, Express, etc.); Click Here
