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Aquariums Customer Service

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Privacy Statement
Protecting your Information
Contact Information
General Shipping & Tax Charges
Out of Stock Items
Payment Methods
Canceling Your Order
Damaged Items
Returns & Exchanges Policy
Credit and Return Time
Undeliverable Items
Defective Items

Thanks for visiting FishTankShop.com. Every day we help more than 1000 customers find the Aquariums and Supplies they need. With a selection of over 1000 Aquariums products you are sure to find just the item you are looking for. We have been in the Aquariums business since 1998 and truly appreciate the opportunity to serve you today and in the future!

Having trouble placing an order online? Have a question about a product? Want to check on the status of your Aquariums order?

Call our friendly and knowledgeable customer service department and they can take your order over the phone, give you more info about a product and answer any other questions you may have.

Privacy Statement

We will not rent, sell, or share any of your personal information that you provide. We will only use your information to send updates about your order. We purge all credit card information after 30 days in order to provide an extra level of security to our customers. We also contract specialists to ensure we are complying with all applicable laws, and best practices, related to safeguarding our customer’s information (notice the Security and Privacy logos on this Site).

We Protect your information:

At FishTankShop we use SSL (Secure Socket Layer) encryption while you’re exchanging sensitive information. An icon resembling a padlock will be displayed on the bottom of most browsers window during SSL transactions that involve credit cards and other forms of payment. The information you provide will be stored securely on our servers.

We also contract specialists to ensure we are complying with all applicable laws related to safeguarding customer’s information (notice the Security and Privacy logos on this Site).

Customer Service Contact Information

If you have questions, you can contact us by phone, fax, email, or USPS mail.

1-888-697-9885
Monday - Friday 9:00 a.m. to 5:00 p.m. M.S.T.

Fax: 1-(951) 780-5168

Email: admin@FishTankShop.com

FishTankShop.com
17130 Van Buren Blvd. suite 16
Riverside, CA 92504

General Shipping & Tax Charges

Orders placed for shipment within the continental United States are typically shipped UPS Ground (Smaller items may be shipped via United States Postal Service). Express shipping is available at additional cost. Exact shipping rates are calculated during checkout. Hawaii and Alaska residents: please all or e-mail for shipping options. We do not ship to International destinations at this time.

Sales tax will be charged for California residents.

Standard Orders can take about 5 - 10 business days to arrive, but usually arrive sooner. Saturday and Sunday are not considered business days.

Order Status

Most orders are shipped the same day from our warehouse. A confirmation email will be sent to the email address you provided during checkout containing a UPS tracking number for your order. With this number, you can find out the exact status of your shipment 24 hours a day. Standard orders are typically received within 5-10 business days.

Unfortunately, due to UPS and FedEx policies, orders can not be shipped to P.O. Boxes.

Out of Stock Items

If an order is placed for an out of stock item, it will be shipped once it becomes available. You can also call or email us at info@fishtankshop.com with the item number and your name and we will e-mail you once the item is back in stock.

Payment Methods

We accept Discover, Visa, MasterCard and American Express credit cards. All orders are processed in real-time through our secure server. If you would like to pay by check or money order, please contact us at 1-888-697-9885 for instructions.

Canceling Your Order

If you have placed an order and would like to cancel it, please call us at 1-888-697-9885 within FOUR hours of placing your order to cancel it free of any charges.

Don't worry! Even after the four hours, our friendly customer service staff will do all that we can to stop the items from being processed and/or shipped but there is no guarantee that we will be able to stop it in time.

Please allow us 10-14 days once we have received your return to process and credit your credit card.

Damaged Items

If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible, or ship out a new one at our expense.

Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement items.

Please inspect your shipment as soon as it arrives. If the package appears seriously damaged you have the option of refusing shipment. If there are any damages upon receipt of your order, you will receive a replacement at no additional cost. Please contact us at 1-888-697-9885 for a Return Authorization Number and additional instructions. Unfortunately, we cannot accept returns without a Return Authorization Number.

Returns & Exchanges

Items must be returned within 14 days of receipt, and must be in un-used condition and in its original packaging. Customers will be responsible for return shipment fees and will be charged a 30% restocking fee. Shipping charges are not eligible for refund.

Orders cancelled prior to shipment will receive full credit. Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces.

We work hard to make your shopping experience at FishTankShop.com an enjoyable one.

Requirements for Return:

- The product has not been used (please note that minimally used and washed items do not qualify as “un-used”).

- The product is in its original packaging material which is also in new, undamaged condition.

- All of the original parts, accessories, instruction manuals, paperwork, etc. is included in the packaging.

Credit and Return Time

Please give us some time to process your return/exchange. It takes about 10 business days for us to receive the returned or exchanged product back from you. Within 72 hours of receiving the item back in our warehouse, you will receive an e-mail that reflects that your credit card has been credited.

All refunds granted are for the purchase price of the product only and can only be issued to the credit card used at purchase.

Undeliverable or Refused Shipments

Packages will be shipped back to us if the customer, refuses the package, is not available for several days for delivery, or if the address entered is either incorrect or incomplete. In this case, the customer will be responsible for all shipping charges. If the customer chooses not to have the item reshipped, they will be subject to a 30% restocking fee before they are credited back for the items.

Please Note:

Some products, such as custom made items, cannot be Returned or Exchanged unless the item was received defective, damaged or broken.

Defective Items:

Please look over the warranty on the products purchased. You will want to contact the manufacturer first regarding any defective items. Manufacturers may be able to assist you with an undamaged part, without the need for an exchange. Most manufacturers prefer to deal with customers directly when there are defective items. This allows them to troubleshoot the product and take proper action. If you are having trouble with a product, their trained staff may also be able to help you with the product without having to send it back to them.

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