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Customers Say
  • Just a quick note to thank you again and express my appreciation for all your help on this purchase. Your guys are great!
    - Rich
  • Thank you for the excellent service. Very impressed with service from you folks.
    - Tim
  • I was kind of leery about shelling out that kind of money without knowing what kind customer service I would get. Not anymore! I now feel like I made a wise choice.
    - Nicole
  • John was excellent in answering all my questions and even talked at length about new products and fish related stuff. I really enjoyed doing business with this company!
    - Travis
  • I just want to say thank you greatly for all of your assistance! I am highly impressed by your customer service focus.
    - Nicole
  • The item that I purchased was delivered a lot faster than expected, not to mention a professional job packing the light.
    - Michael
  • Thank you, John, for your prompt attention... I will definitely order from you guys again!
    - Jack
  • Tank is gorgeous. Whole family is loving it. Now we're spending our evenings watching it instead of TV!
    - Joan
  • Just like your feedback points out, you guys are great to deal with. I look forward to many more future purchases.
    - Lenny
  • Thanks again for the great service it was a pleasure dealing with you. I will definitely be recommending people your way.
    - Pete
  • It's been a long time since I've had such great customer service. I truly appreciate it and will be using you from here on out.
    - Eve
  • I want to thank you for you service. I will be recommending you to all of my fish friends and to the ten different fish clubs that I belong to.
    - Charles
  • We can't thank you enough! The chiller just arrived as you promised and we are back in business! You are a miracle-worker!
    - Dr. Delbridge, PMP
  • I've been in the hobby for almost 5 years now and have dealt with a lot of vendors. I am very impressed with the packaging and fast shipment!
    - Thai
  • When it comes time to buy a new tank. Fish Tanks Direct will be the first place I go...
    - Marc
  • Customer satisfaction is certainly a top priority for you, and we would definitely want to do business with you again.
    - Janet
  • I am writing this e-mail to say thank you for your great customer service.
    - Jimmy
  • The tank was delivered safe and sound. More over... the way it was packaged up for shipment was Excellent!
    - Darren
  • I couldn't find a better price on the item I wanted! The best price and the best service? You guys are great.
    - Dave
  • Fish Tanks Direct is PHENOMENAL! Their customer service is hands down the best I’ve come across in 10 years of reef keeping.
    - Wesley
  • I must say as being a business owner, I commend your company on the customer service and speed of your deliveries.
    - Rob
  • Thank you very much for your fast and efficient service... awesome!
    - Marlene
  • Just wanted to say thanks again for all you and your team did in assisting me with the fish tank. It looks great and I'm a very satisfied customer.
    - Scott
  • Thank you, John!!! Great customer service... give yourself a pat on the back!
    - Dary
  • Thank you sooo much for all your help. We love our new acrylic tank and setup. Everything is so much clearer and the color of the fish is much truer.
    - Jone H

Payment
All retail sales must be 100% prepaid. Checks, money orders, bank transfers, and major credit cards are accepted. Non-certified checks may be held for 10 days before starting order. There is a $25.00 charge for all returned checks. Shipments delayed by customer request will be assessed a $20.00 per day storage fee. Minimum order is $100.00.

Return Policy
Fishtanksdirect products are made to order and cannot be returned or canceled once the order is started. All authorized returns require a &quote;Return Authorization Number&quote; (RAN) and prepaid freight. All authorized returns will incur a 20% restocking charge. Unauthorized returns will not be accepted. Cancellations will be charged 50% of total order or greater than depending time of cancellation.

Specific orders processed by customer and custom orders cannot be canceled upon completion.

Domestic Shipping
Since most Fishtanksdirect products are made-to-order, please allow 2 to 4 weeks for shipment. Most aquariums are shipped common carrier - curbside service. This means your order will be delivered to the curb of the delivery address you specify and you will be expected to remove it from the back of the truck. Deliveries are normally made between 8:00 AM and 5:00 PM local time. Other services are available for an additional charge. Smaller accessory items will be shipped by UPS or Fed-X.

PLEASE NOTE: As an added security precaution, we require that the shipping address match your billing address for all credit card transactions. Please make sure the &quote;delivery address&quote; and &quote;billing address&quote; are the same when paying with a credit card.

International Shipping
International deliveries may be shipped by either Air Freight (3 to 5 day transit time) or Ocean Freight (3 to 5 week transit time). Please call Fishtanksdirect directly for international shipping quotes. Since most international shipments are based on dimensional (DIM) weight as well as actual weight, we will need to know precisely the items you want to order to provide an accurate shipping quote. We will also need to know your exact delivery address. Fishtanksdirect can also deliver to major airports and seaports if you have a local agent available to receive the shipment. When necessary, Fishtanksdirect will provide a &quote;Certificate of Origin&quote; and an &quote;International Invoice&quote; for international orders.

Receiving
To insure your aquarium is everything you expect, we request that you follow a few specific procedures when it arrives. We rarely have any damage to our orders, but occasionally some breakage will occur.

  1. INSPECT EACH PACKAGE BEFORE YOU SIGN FOR THE DELIVERY! THE DELIVERY DRIVER MAY INSIST ON YOUR SIGNATURE FIRST, BUT YOU HAVE THE RIGHT TO INSPECT EACH ITEM'S PACKAGE, ANDMUST DO SO.

  2. YOU MUST INSPECT EACH PACKAGE CAREFULLY, AND IF THERE ISANYDAMAGE TO ANY OF THE PACKAGING, CALL Fishtanksdirect IMMEDIATELY. DO NOT SIGN FOR THE SHIPMENT OR REFUSE THE SHIPMENT UNTIL YOU HAVE TALKED TO A Fishtanksdirect SERVICE REPRESENTATIVE. HE OR SHE WILL DETERMINE THE BEST COURSE OF ACTION TO ENSURE YOUR SATISFACTION. AGAIN, INSPECT EACH PACKAGE REGARDLESS OF ANYTHING THE DELIVERY DRIVER MAY SAY.

  3. CAREFULLY CHECK THE ENTIRE SHIPMENT FOR ANY SIGNS OF OBVIOUS DAMAGE, SUCH AS TEARS IN THE PACKAGING, BROKEN STRAPS, OR DAMAGE TO THE SKID. IF YOU FIND ANY DAMAGE TO THE PACKAGING, FIRST SIGN FOR THE SHIPMENT, THEN IN THE DRIVER'S PRESENCE, OPEN THE PACKAGE AND HAVE THE DRIVER NOTE ONBOTHCOPIES OF THE FREIGHT BILL THE NATURE AND THE EXTENT OF THE DAMAGE. MAKE SURE THE DRIVER SIGNS YOUR COPY. KEEP ALL PACKAGING MATERIALS FROM THE SHIPMENT. IF THE SHIPPING COMPANY REQUESTS AN INSPECTION OF THE DAMAGE, THEY WILL NEED TO SEE THIS PACKAGING TO SETTLE THE CLAIM.

    THE FREIGHT DRIVER IS CONTRACTED TO DELIVER YOUR AQUARIUM TO THE CURB BETWEEN 8 AM AND 5 PM MON-FRI. THE DRIVER IS NOT RESPONSIBLE FOR REMOVING IT FROM THE TRUCK OR CARRYING IT TO THE HOUSE. THESE SERVICES ALONG WITH SPECIAL DELIVERY TIMES, MAY BE AVAILABLE FROM THE CARRIER, BUT YOU WILL HAVE TO ARRANGE FOR THEM WITH THE SHIPPING COMPANY AT YOUR OWN EXPENSE BEFORE THE SHIPMENT ARRIVES TO YOUR RESIDENCE.

HERE ARE SOME COMMON MISTAKES TO AVOID

  • DO NOT ASSUME THE PIECE COUNT IS CORRECT JUST BECAUSE THE PALLET IS SHRINK WRAPPED. PIECES CAN SLIP OUT OF THE WRAP. ONCE YOU SIGN FOR ALL OF THE PIECES AS BEING DELIVERED, YOU WILL HAVE NO RIGHT TO ANY CLAIM.

  • DO NOT HAVE SOMEONE ELSE ACCEPT THE SHIPMENT UNLESS THEY ARE FAMILIAR WITH THESE PROCEDURES. IF A NEIGHBOR, RELATIVE, OR EMPLOYEE SIGNS FOR THE SHIPMENT AS BEING IN GOOD SHAPE, YOU LOSE THE SAME RIGHTS AS IF YOU HAD SIGNED FOR IT YOURSELF.

  • DO NOT ASSUME THAT LOOSE PIECES ARE FINE. IN FACT, YOU CAN ASSUME THAT THEY ARE DAMAGED. Fishtanksdirect PACKS ALL COMMON CARRIERS SHIPMENTS ON A PALLET FOR ONE REASON - TO PROTECT YOUR MERCHANDISE.

Hopefully, your merchandise will never be damaged. Fishtanksdirect does everything possible to guarantee safe delivery of your aquarium. You can assure satisfaction by following these simple guidelines. If you have any questions regarding these procedures, please call Fishtanksdirect for more information.