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How to Order

Thank you for your interest in the products we have made available in our on-line store. We hope your visit with us is meaningful and useful. We strive to offer the best combination of quality, service and price to aquarium and water garden customers. Our customers' success is important to us. Our customers find the products they need and get answers to their questions. We provide solutions that work.

Orders are processed on-line. To expand our product selection, keep our overhead low and pass these savings on to our customers, we do not accept phone orders.



Shopping with us is convenient and hassle-free. Your order is processed in a timely fashion and you receive an order confirmation via e-mail. We accept MasterCard, Discover, or Visa. Charge cards are processed or billed until the products are shipped. There is no sales tax charged on orders delivered outside Tennessee. 9.25% sales tax is applied to all orders delivered within the state.

The products we have made available may vary from our local in-store availability. Pricing is available for on-line purchases only. Your products are shipped directly from our warehouse in Tennessee and are not available for local pickup. Local sales and promotions vary from our on-line promotions.



Shipping
Shipping is handled a little differently than some companies. Although we have a freight estimator in the shopping cart, we do not actually calculate shipping charges until your order is packed, weighed and ready to ship. We do not charge excessive and misleading handling fees and drastically inflated shipping charges that some companies charge. Simply put, we do not raise prices to cover mistakes in estimating final packing weights and this saves our customers money. We make every effort to use recycled packaging so we help the landfill and you never pay box charges.

UPS shipping charges apply to all orders. The shipping that appears on your on-line order is a freight estimate only. Actual shipping charges apply at the time the order is shipped. Items too heavy to ship UPS will be quoted via common carrier. Any fee significantly higher than the shopping cart freight estimator will trigger our staff to notify you via e-mail prior to shipment. Shipments that are lower or close to your shopping cart estimate on freight are shipped automatically.

Special freight items are marked with a freight symbol. These items exceed UPS weight and size limits and are quoted for shipment via common carrier. Livestock and perishable items, such as frozen food, are shipped Next or Second Day Air only and have special packaging needs. All stock items are shipped within two days. We ship via UPS Ground within the continental United States so all orders arrive within 1 to 7 business days after they leave our warehouse.


Returns and Damaged Merchandise
Returns for defective products must have a Return Merchandise Authorization. Some warranties are covered only directly from the manufacturer. This is at their request. On-line purchased returns are handled by the return department at returns@aqualifesupport.com. You must have your receipt or order number. E-mail it along with a brief explanation of the problem and the reason for the return. We will e-mail you an R.M.A and further instructions. Shipping is not refundable. We do not accept returns beyond 15 days unless the merchandise is covered under warranty. No cash refunds.

Should you receive damaged merchandise, do not throw away packaging. Please contact returns@aqualifesupport.com, and file a claim with the shipper. Packages are inspected prior to shipment and are packed according to UPS shipping recommendations. All return merchandise must have been purchased within the last 15 days and first have a Merchandise Return Form. This will be e-mailed to you after you have contacted returns@aqualifesupport.com.


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