1) Where's My Stuff?
- the order number and tracking needs to be checked
- if tracking says delivered, have them check with their family members and neighbors
2) I am missing items from my order.
- the order might have been be split.
-The order number and tracking needs to be checked.
-If it was not split, it is possible the items got missed in packing.
-give us a message and our CSM will handle it
3) My order came in Damaged
- give us a message and our CSM will handle it
4) How do I get the freebie item I earned?
- Freebies needed to be added to the order when placed
-give us a message and our CSM will handle it
5) How do the Rewards Point Work?
Points accrue once items ship (in case customers cancel before an order goes out).
Every 1000pts = $10.
To turn your points into a coupon click on the blue box at the bottom of your screen that says "Cash Back Rewards" - this will give you the balance and allow you to convert them into a coupon.
Coupons can be redeemed for $10, 20, 50 or 100.
(One coupon per order, so if you want multiple items, place multiple orders with the coupons)
Then at checkout, use your coupon code as part of your payment options.
6) Can this be shipped overseas?
We can ship most anything internationally but food, batteries, salt, rock, and tanks. We cannot send products by the following manufactures due to regulations they have in place:
AI
NYOS
Neptune Systems
EcoTech Marine
Fluval
Milwaukee
We charge a flat $49.99 for shipping unless items are overweight/size - in which case I will contact you to discuss how much more the order will cost due to shipping charges. You will also incur import taxes/fees levied by your country.
7) My order shows some address in Kentucky and I don't live there!
These are international orders placed on eBay.
The address you see is that of the eBay Global Shipping Center. We don't even know your "real" address since this order was placed through eBay. We send your package to the EGSC and then it is up to them to get it to you. Here is a link so that you can track your package:
https://www.saltwateraquarium.com/ebays-global-shipping-center/
8) Customer Can't Check Out
Sorry the site is giving you issues. Please try backing out entirely from the cart (dump the items) and the system - then go back in and try again. If it persists, let me know exactly what you want along with the quantities of each item. I will send you an e-invoice for the order, once I see it comes through as paid I will manually make the order to go out ASAP.
Give us the message with what the customer wants and our CSM will handle it
9) Do you offer a Military/Civil Service Discount?
Yes, we offer a total of 10% Rewards Points for Military (active and retired), Firefighters, Police, EMT, etc.
Have the customer give you their order number and ask them to email a photo pf their Military Id or Proof of service.
Get that proof to our CSM and they will manually go in and add the points for the customer
10) How/When do tanks ship?
Tanks usually ship on Tues/Thurs out of our AZ tank warehouse
You will get tracking via email once it goes out
Standard delivery is 3-5 business days
The trucking company will call the customer to arrange a delivery at least 24hrs out, someone MUST be home to receive it
The carrier will get it off the truck
But it is up to the customer to get it inside their house