Direct Aquarium BBB Business Review


Official PayPal Seal

See Direct Aquarium Reviews at Bizrate.com
Bizrate Store Ratings Summary
X
Direct Aquarium is a Participating Store in Bizrate's customer feedback program. Your feedback will help improve their business and inform other customers. Please be sure to complete a Bizrate survey after every purchase!
Direct Aquarium
 


Direct Aquarium is upfront

Questions, Comments or Concerns? Let Us Know With Your Customer Feedback!


Return to Help Index
Shipping and Returns
Shipping Policy
 

Shipping Details

Shipping via UPS is available on all orders shipping via the standard ground method, 2nd day air, or 3 day select to addresses inside the USA only.  There's no limit to how many products you can order under our shipping methods.  There are times when the selected shipper for your product is not available, in those cases we will do our best to give you another options but if we don't get a reply we will use our judgment and ship it the best way possible.  There will never be additional costs if we have to upgrade your shipping.

Shipping Lead Time

All orders ship out within 2 business days but more often than not we get your products shipped out the same day the order is received.  However, please do add 2 business days to the shipping time for processing just in case it does take us a day or two to get it out.

Shipping Time In Transit

1-7 business days. Here is the UPS map for our expected UPS Ground delivery time-frames.

Shipment Tracking

As soon as we receive and process your order we will email you and also a second email when we ship out your order with a tracking number and you can go to the shippers web site to get estimated arrival times and see the process.

If you have any questions, feel free to send an email to us or call 1-573-242-0319  leave a message if no one answers and someone will return your call shortly.

We strive to always get the lowest prices with the best shipping available. We are a trusted seller and will securely ship your items as quickly as possible. We must have all our customers adhere to basic return policies but please read them in full.

When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
Return Policy
 

When you purchase any product from Direct Aquarium, LLC. you are protected against any manufacturer's warranty if there are any defects. There are a few of our manufactures that have their own policy and prohibit us from accepting any returns and you must contact them directly. They will take care of everything in accordance to their own return policy. If any items need to be returned, please read our entire return policy before contacting our customer support.

  • We cannot take returns for any reason if the package is opened.
  • We will only take returns if the item you received is wrong, broken or unopened and can be sold as new.
  • We will only take return items that are incorrectly ordered as approved by Direct Aquarium Customer Support. The customer will need to pay for shipping and we request insurance on items over $100 dollars. Once our warehouse deems the product unopened and can be resold as a new product our customer will be refunded the whole amount, less a 10% restocking and processing fee.
  • We do our best to carry products of high quality. If multiple conflicts arise due to the quality of the same product, we reserve the right to remove that product from our inventory & website to completely discontinue sales for that product. We do not guarantee that the product you purchase will work as you intended them to, and we do not guarantee that descriptions, images, or any other representation of the product is correct. Product satisfaction is an issue held between the customer and the original manufacturer of the product. If for some reason you are unsatisfied with your product please contact the original manufacturer.
  • We will do our best to resolve any issues that arise from the previously noted issues but cannot guarantee refunds because of them. Please ensure that you have followed all available instructions to the fullest extent multiple times before contacting us.

When my product arrived it was damaged... What should I do?

Occasionally products are damaged in shipping. We will replace the damaged product if you adhere to the following protocol:

  • Inspect all of your packages carefully upon receipt. We must be informed of all damages within one week of you receiving the product.
  • If there is damage, retain all shipping materials (including all outer and inner packaging boxes). Please re-pack the damaged product in the shipping box with the original packing material as we may put in a UPS claim for the damages. If a product is damaged we retain the right to put in a damage claim with UPS. UPS retains the right to inspect any damaged merchandise, and they require that the customer retains the all shipping boxes. In many cases UPS will not pay a claim unless the outer shipping box is damaged--and if you throw away this important evidence we can not put in a claim with UPS and we can not replace your damaged product.

When I opened up my product it had defects... What should I do?

Offering products from reputable companies is important and that's why we strictly offer the top brand names available. If you find a defect on your product, please carefully inspect the entire product and make a detailed list of the issues. Customers that have received 1 or more defective items can contact us directly with their findings. We will immediately notify the manufacturer so a replacement part (or full product replacement) can be sent out. As long as the item is a true defect & not damage done by the customer, the manufacturers we work with will quickly resolve the problem by any means necessary. If a product is damaged (not a manufacturer's defect) upon opening it, please see "Damaged Product Policy" above for information on how to handle that specific situation.