SHIPPING & RETURNS
Free Economy Shipping on All Orders Over $29
At Aquarium Partners, every order over $29 ships free using a mix of economy shipping methods including, USPS First Class Mail, Priority Mail and UPS Ground. Your order will arrive within 2-7 days, depending on your proximity to Columbia SC. Place your order by 12 PM EST Monday through Friday and we'll ship it the same day. This offer is only available in the 48 contiguous US States. Frozen foods and post office boxes do not qualify for free shipping. Packages will be shipped with the most economical method but for your reference generally follows these guidelines. Packages under a pound are likely to be shipped first class mail, 1-7 pounds Priority Mail and over 7 pounds UPS ground. Freight and drop shipments such as Aquaroche, substrates, larger tanks, sumps and tank systems do not qualify. Free shipping promotion for a limited time only, does not apply to expedited shipping methods, PO Boxes. Not valid for wholesale customers.
Fast Flat Rate 2-3 Day Shipping
Orders over $29 will have an option during checkout to upgrade to 2-3 day Fast Flat Rate Shipping that uses a mix of UPS 3 Day Select & UPS Ground. The Fast Flat Rate upgrade for orders over $29 is only $3.99, regardless of weight or dimensions. Orders under $29 can upgrade to 2-3 day Fast Flat Rate Shipping for $6.99. Place your order by 12 PM EST Monday through Friday and we'll ship it the same day. This offer is only available to the 48 contiguous US States. Drop ships, and post office boxes do not qualify for upgraded shipping. Offer valid only in the 48 contiguous US. Freight and drop shipments such as Aquaroche, substrates, larger tanks, sumps and tank systems do not qualify and are indicated as freight or drop shipping in the product description. Free shipping promotion for a limited time only. Not valid for wholesale customers and some exclusions may apply.
$4.99 Economy Shipping on orders under $29
If your order is under $29, shipping is only $4.99 and will use a mix of USPS First Class Mail, Priority Mail, and UPS Ground. Your order will arrive within 2-7 days, depending on your proximity to Columbia SC. Place your order by 12 PM EST Monday through Friday and we'll ship it the same day*. This offer is only available in the 48 contiguous US States. Packages will be shipped with the most economical method but for your reference generally follows these guidelines. Packages under a pound are likely to be shipped first class mail, 1-7 pounds Priority Mail and over 7 pounds UPS ground. Some exclusions may apply.
Aquarium Partners currently ships world wide contact us for current rates to your location.
Shipping to Canada
All Canadian orders received before Monday at midnight EST are shipped via UPS on Tuesday, and orders received before Thursday at midnight EST are shipped via UPS on Friday. They are shipped together on Tuesday & Friday to utilize a program which reduces brokerage fees and allows us to prepay all of the taxes, duties, and fees for you so there are no surprise charges at your doorstep. There is an 18% charge assessed at checkout to cover these costs. The 18% charge is based on the port of entry our shipments pass through Canadian Customs and not the "ship to" address. 18% covers an average of the brokerage charges, GST/PST/HST, fees and the duties required on the wide variety of products we ship to Canada. The net cost of this may exceed 18%; in this case, Aquarium Partners will cover the difference at no expense to you.
Please note all prices on AquariumPartners.com are in US dollars, not Canadian. Canadian orders are not eligible for any free shipping offers.
We use UPS and USPS
For shipping we use UPS and USPS services and over the years they have proved to offer superior service with exceptional on-time rates with very minimal damage. In most cases, packages shipped with UPS will end up to your doorstep in less than 4 days while USPS can take up to 7 days, but is much more economical for smaller packages. Both carriers have excellent on-time rates, however, during large storms, natural disasters, or other unforeseen circumstances deliveries may be delayed and will be noted by UPS or USPS when viewing the tracking information. We are unable to compensate for delays unless UPS Next Day or Second Day services are selected as the shipment method for the order. UPS will deliver packages Monday through Friday and USPS will deliver Monday through Saturday (may vary depending on your location).
UPS & USPS Holiday Schedule
Only a few times a year UPS and USPS do not deliver or pick-up packages. These days are listed below and because they will not pick up packages, we are unable to ship any orders out of our facility that day. Please know that around Thanksgiving through Cyber Monday and the week before Christmas additional delays may be encountered due to the large volumes that UPS and USPS will experience.
New Year's Day - January 1, 2019
Memorial Day - May 27, 2019
Independence Day - July 4, 2019
Labor Day - September 2, 2019
Thanksgiving Day - November 28, 2019
Christmas Day - December 25, 2019
New Year's Day - January 1, 2020
Customer pickup is available at our warehouse Monday - Friday by appointment only.
RETURN & EXCHANGE POLICY
Manufacturer Defects & Warranties
If your product arrives non-functional due to manufacturer defects, it may be exchanged for the same product within 30 days at no cost to you!
Purchased more than 30 days ago, but need warranty support? We'll ensure your issue is handled fast and efficiently by acting as the first point of contact. We'll introduce you to the best contact at the manufacturer, and make sure the manufacturer knows of the issue you're encountering!
If you prefer to contact the manufacturer directly, we've created a list of contacts that can be accessed by clicking the button below.
Damaged in shipping? We'll exchange the product - at no cost to you.
In the event an item is damaged in transit, contact us within 3 business days of delivery and we will replace the item free of charge and cover the cost of shipping you the replacement! All damaged product and packaging must be kept, as UPS may need to inspect the package in order to evaluate it. Emailing us pictures of the damage is always necessary. Please open all packages and inspect all items for damage immediately upon arrival.
Aquaroche Rock Damaged During Shipping?
Aquarium Partners makes every effort to securely pack the Rock. However, the UPS automation is not always gentle on heavy products like this and they do not consider this product insurable. Because of this, there is some inherent risk with shipping rock like this across the country and it is impossible to replace or refund broken pieces. If this happens most pieces can be repaired with clear silicon epoxy.
Reward Points & Returns
Reward points earned on the original order will be deducted from the account upon accepting the return. If the Reward Points have already been used the overall refund will have a corresponding deduction.
Notes for All Shipments & Returns:
Shipping & delivery fees are non-refundable
Gift cards are non-refundable
Return shipping may be deducted from your refund
Please retain all product packaging and tags until you're completely satisfied with your purchase
Please open all packages and inspect all items for damage immediately upon arrival
Warranty returns undergo internal testing by a product expert. Items determined to be fully functional will be returned to you and you will be charged the associated fees and shipping charges.
You may use your own shipping method or utilize our $9.99 flat-rate return shipping (per package) and we will email you a UPS label(s) - some exclusions may apply
Applies to non-wholesale accounts only