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.
*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 NOT discount.
*Medicated 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
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. 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
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 due to the time it generally takes for us to receive the funds (accept under special arrangements for large orders over $1000 for research projects). Otherwise we suggest using a company/school/organization credit/debit card.
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)
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.
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
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 or use the email above for communication with our customer service (this is REQUIRED for Invoice or Phone Order Requests for Legal Records)
HERE IS OUR PHONE ORDER LINE:
Please Note that this phone line is for phone orders. We will return all phone calls within one business day during normal order processing business hours (8:30 am to 3:00 pm). 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 $30 will also be charged a $1 processing 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).
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.
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.
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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