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How to Find Products
Product Searches
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Store Browsing
News & Reviews Search
Purchasing Products
Your Shopping Cart
Checkout
Order Summary
Order Confirmation
Shipping
Returns
FAQ
 

Customer Service

At Aquarium Connection, we make every effort to ensure that shopping with us is a satisfying experience. We've anticipated some questions you might have and address them here in our customer service area. A list of topics is provided in the left menu for a more efficient browsing experience. If, for any reason, you have further questions, please e-mail us at cs@aquariumconnection.com and we'll get back to you within 24 hours. We can be reached by phone at 1-865-588-2073.

Shopping at Aquarium Connection
How to find products

With over 9,000 products available, Aquarium Connection provides pond or aquarium enthusiasts with all their needs. We have made sure that finding the products you want from our vast selection is easy and convenient.

The home page displays current information, news and sale items for both the aquarium and pond hobbies.

Our site is divided into two sections - Tennessee Water Gardens and Aquarium Connection. By entering either one of these sections from the Aquarium Connection home page the experience is unique to that particular hobby. This feature makes it easy to search just those items and articles that are relevant to your interest. once you click to enter either store, the departments and the information displayed will be pertinent to that hobby.

Product Searches
We provide several ways to search for products. You can browse all products in a category, such as "Air Pumps", or do a Product Search for a specific product or manufacturer.

If you're looking for the best deals, be sure to visit our Sales, Clearance and New Product pages. You'll always find these sections featured prominently on our home page. As a registered user, you can check out our Member Sales for specials only available to you. Join Now. Remember, registration is free!

Need help selecting the right product?
Try using one of our product browse buttons located in the side menu. These intelligent buttons help you sort through the products we carry for the one that's right for you. The Solution menus contain saltwater, freshwater and water garden guides to all areas of aquatic interest. These comprehensive guides provide cutting-edge technologies and product recommendations to make you a successful hobbyist.

You can also search for products by using the product search field or the advanced search screen. For instance, if you know what item you're looking for, and would like to jump to it directly, you can type keywords (such as "trickle filters" or the product’s item number AL2173) into the search box at the top of the page and click ‘go’. You'll then be presented with a comprehensive list of products meeting whatever description you've given.

Advanced Searches
By clicking the advanced search link you are taken to an area that allows you to search by a range of parameters that you can select from pop up menus. For example, products can be searched and browsed by manufacturer or type of use. Products can be searched by 1 to 3 categories and subcategories.

Store Browsing
Browsing the stores is equally easy. If, for example, you are a pond customer and want to find out about pond related products, simply click the Tennessee Water Gardens button oto enter the area for water gardening customers. Information, articles and news related items are available here that relate to ponds and koi.

Archive and News Searches
Searching the archive screen is also available. This allows you to search for any related articles or news that contain information about a product or topic of interest.

Adding Products to Your Shopping Cart
Once you've found what you're looking for, you can buy it immediately with the ‘shopping cart’. Just click the cart next to the product description, the product is added to your shopping cart and you are taken to the shopping cart page. Each time you enter the shopping cart area, you'll have the option to continue shopping or proceed directly to ‘checkout’.

Some articles and sections feature products that cannot be clicked directly to the shopping cart. In these cases, simply type in or copy and paste the item number into the Item # box in the upper left hand corner of most pages and it will be added to your shopping cart.

Purchasing Products
Orders are handled the quickest online. However, you may order a number of other ways. You can print a copy of our order form and fax it to 1-800-237-9611. Your phone number and e-mail address are mandatory on this form in order for us to call or e-mail you should there be a problem with your order.

Purchasing products and checking out, is a quick and easy process:
1) review your shopping cart;
2) select checkout;
3) view order summary; and
4) receive order confirmation.

Review Your Shopping Cart ~ When you are ready to check out, click the shopping cart icon in the upper left hand corner of your screen. You can then adjust the quantities of any item in your cart or delete items. When you've finished reviewing the items in your cart, click ‘checkout’.

Checkout ~ If you need to change any information or payment options, you can do so at this time. If you're a new shopper, you only need to complete your billing, shipping and payment information once, and it will be automatically filled in next time you visit. When your information is accurate and complete, click "continue".

Order Summary ~ This page allows you to review your order, confirms the items that you wish to purchase, then calculates the shipping and taxes associated with your order. If you want to make a change to the order, you can always click your browser's ‘back’ button to return to ‘checkout’. If you're happy with your purchases, click ‘place order’.

Order Confirmation ~ Once you've placed your order, you'll see the order confirmation screen which contains all the pertinent information about your order, including an order number. You can print this screen as confirmation of your order. In addition, you'll receive a confirmation via e-mail from us.

Now you're connected to a wealth of information and services. If success is your objective, Aquarium Connection is the place to be. If you have questions or comments, please e-mail us at cs@aquariumconnection.com or call at 1-865-588-2073. Thank you for shopping at Aquarium Connection.

Answers to Frequently Asked Questions
How can I get expert advice on caring for my aquarium or water garden?
Aquarium Connection maintains important relationships with many vendors, manufacturers and aquatic professionals to answer your questions. Informative articles, reviews, and guides written by these experts appear throughout the site. If you still have questions, e-mail us at cs@aquariumconnection.com.

What are the benefits of registering with Aquarium Connection?
As a registered customer, you have access to better pricing when it is available, e-mail notices, special promotions for log-in customers only, newsletters and a personal page to record information about your aquarium or pond, its inhabitants, products used, and water quality parameters. This information is available at your request for one of our experts to review for problem solving. In addition, you will receive information on our rewards program which tracks your purchases and rewards you with special promotions based on your account activity. These may include account credit points which can be used as cash throughout our site and other special offers. In addition, registering speeds up your orders and is free by simply applying for a password and screen name. Register now.

How can I add or edit a shipping address?
If you want to change your shipping address for future orders and you're a repeat customer, you can change shipping information each time you place an order. After you have selected what you want to buy and have logged in with your e-mail address and password, you will be able to change your address information. Or, call us at 1-865-588-2073.

How can I change my account information?
If you want to change your information go to the log-in screen and click the edit account information button and make the necessary changes. You can also e-mail us at cs@aquariumconnection.com or call Customer Service at 1-865-588-2073.

What If I've Forgotten My Password or Registration e-mail Address?
E-mail us at cs@aquariumconnection.com or call Customer Service at 1-865-588-2073 and request your information. Provide as much information as possible and you will be e-mailed or called with your request.

What Should I Do If I Change My e-mail Address?
You can register under a new e-mail address, or contact Customer Service by e-mail at cs@aquariumconnection.com or phone at 1-865-588-2073 to have your account transferred. If you call, we'll make sure that all of your preferences, order history, reward information, and your logbook are transferred to the new e-mail address without complications.

Will My Personal Information Be Provided to Any Other Companies?
Absolutely not. Aquarium Connection is “paranoid.” We use Apple Macintosh computers for the same reason as the US Military . . . security. We are committed to protecting your privacy. Aquarium Connection will never share your personal information with others without your express written permission.

How Can I Get More Information About a Particular Product?
If you're on the search results page or any product listing page, you can click on the info button of any item to view a picture and get additional information if it is available. If you have a question that is unanswered, e-mail us at cs@aquariumconnection.com.

What If I Want to Return My Order?
We want you to be 100% satisfied with your shopping experience at Aquarium Connection. If you aren't completely happy with something you've purchased from us and it meets the qualifications below please return it for a full refund.

Qualifications for your returns:
1)The product must have been purchased within the last 30 days and be in its original packaging in resalable condition. Foods must be unopened.
2) The items must not look used or worn.
3) We do not refund shipping and handling unless it is due to a shipping error on our part.
4) If you wish to return any item, it must be returned with the completed Merchandise Return Form included with your order and a Return Merchandise Authorization (RMA) number. Details for return are included on this form. This information helps ensure quick and proper handling of the returned item. Place either the Return Merchandise Form, or a copy of it, and a copy of your Invoice inside the package. Please carefully wrap your package, insure, and ship it to:
Returns Department at 6410 Papermill Drive, Knoxville TN 37919. If you have questions or need an RMA number you may e-mail us at cs@aquariumconnection.com or call 1-865-588-2073. We must have a phone number should we have to contact you.

What If I Receive Damaged Merchandise?
We pack all merchandise to meet FedX and UPS shipping standards. Occasionally, though, merchandise arrives damaged. Inspect your shipment carefully. Have your
Fed-X/UPS driver or note the damage to the package. Inspect your shipment carefully. If you receive damaged items, contact us immediately by e-mail at cs@aquariumconnection.com or call 1-865-588-2073.

How Do I Make a Warranty Claim on a Product?
Warranty claims, for the most part, are handled directly with the manufacturer. You must follow the guidelines they provide for the product. In some cases, we are able to help with warranty claims on certain product lines if you have your original receipt. Please e-mail us at cs@aquariumconnection.com with the description of the problem for guidance in these matters.

Limitations of Liability
- All products are warranted to the extent of the manufacturers’ express warranties to us. This is in lieu of any other warranty expressed or implied including, without limitation, any implied warranty of mercantibility and fitness for a particular purpose, and is in lieu of any and all other obligations or liability on our part. Under no circumstances will we be liable for any incidental or consequential damage or expense of any kind.

What Forms of Payment Do You Accept?
We accept U.S. Visa, Master Card, and Discover credit cards. Your card will not be charged until your order is ready to ship.

Will I Be Charged Sales Tax?
There is no sales tax charged on orders delivered outside Tennessee. An 9.25% sales tax will apply on all orders delivered within the state.

Is It Safe to Use My Credit Card at Aquarium Connection?
Absolutely. When you use our on-line ordering system, your information is protected by our secure server. Still, if you're not completely comfortable paying online, you may fax your information using by printing and filling out the Fax Order Form to 1-800-237-9611.

How Much Will I Be Charged for Shipping?
Standard Fed-X Ground charge on orders within the continental United States is $4.95.
Second Day Air is available on shipments under 10lbs for $9.90 per order.
3 Day Select is available on all shipments under 25lbs for $9.90 per order.

Next Day shipments are available on all items for actual freight charges. See charges.
2nd Day Delivery is available on all items for actual freight charges. Zone Map

Actual freight items will be listed with a freight symbol. These items are only available shipped for actual freight charges.

Some livestock and perishable items are sent only Next or Second Day Air and actual freight will apply.

How Long Will It Take to Receive My Order?
All stock items are shipped within two days. We ship via FedX/UPS Ground within the continental United States so all orders will arrive within 1 to 7 business days after they leave our warehouse. A FedX/UPS approximate ground delivery chart can be viewed here. Zone Map

Can I Receive Shipments at International Addresses?
Yes, we ship to any location that FedX/UPS ships. Actual international rates apply.

Do You Ship to PO Boxes?
Fed-X does not deliver to PO boxes or APO/FPO addresses.

Feedback
Our goal is to serve you with the highest quality products and the most reliable information available anywhere and your comments are important to us. If you have any suggestions or product recommendations, please e-mail us at cs@aquaticconnection.com.


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