Frequently Asked Questions

 
Customer Service 

How do I get an AES catalog?
You can request a free Master Catalog with any order. The charge without an order is the postage required to mail it out plus a minimum order fee. Or you can download one.

Who can I speak with about back-order items?
Any one of our customer service representatives can assist you in this matter.

What is a Chemical Waiver Form? Why do I need it?
A Chemical Waiver Form is a legal certification required for the purchase of medications and restricted chemicals used in treating ornamental fish. Customers purchasing these restricted chemical items must certify that they will control the use of these chemicals and maintain written documentation. This certificate allows us to continue selling these restricted chemicals.

Why does it state on the website that the product is in stock but now it is out of stock?
Our inventory is constantly moving. It is one of the ways we keep our prices down. Our large commercial customers typically purchase in large volume for their projects.

Can your company acquire products that are not in the catalog or on the website?
Yes. Contact any of our customer service representatives and ask about ordering nonstock items.

What types of payment do you accept?
Major credit cards (Visa, MasterCard, American Express and Discover), wire transfers, money orders and personal checks.

How long does it take to process a personal check?
Checks are usually processed the same day they are received.

What kinds of discounts are available?
We offer quantity discounts and container pricing.

I need to return an item. Do I need a return authorization number for it?
Yes, please contact our returns department to obtain a return authorization number.

How long does it take to receive credit on return items?
Usually 2 weeks or less.

Are you an authorized repair center? Can I send my D.O. meter to you or do I have to send it to the manufacturer?
We are an authorized repair center for most YSI, Gast and Kasco products. If we cannot repair your item, we will send it to the vendor for repair or replacement.

Do you have local distributors or repair centers in my area?
No, we do not have any other distributors or repair centers.

What does the bench fee include?
The bench fee is for the first hour of our labor.

Can I get reimbursement for a warranty repair performed by a non-authorized repair facility?
Sorry, warranty repairs must be made by an authorized repair center.

Does the warranty period start upon receipt or first use of the item?
Your warranty period starts upon date of invoice.

How long is the warranty on my pump if I have it repaired?
The warranty period covering repairs is 30 days.

If I open the unit up in an attempt to figure out the defect will it void the warranty?
Yes, opening the unit will void the warranty.

The fuse in my heater blew out. Is it under warranty?
No, the fuse is not covered under warranty.

Who provides the warranty on an item?
The manufacturer of the product.

back to top

Receiving Emails

Not Receiving AES Emails?
Certain email spam filters and Internet service providers (ISPs) might have settings that block communication from AES. If you have trouble receiving our emails, change your email preferences to allow all emails from AquaticEco.com. If the problem persists, contact your ISP for assistance. Remember that you can call us at 877-347-4788 if you need your order-related questions answered immediately.

back to top

Signing In Online

How do I sign in when your website says my email address or password is invalid?
If you haven't ordered from us online before, you need to create a new account first (make sure you have an item in your shopping cart). On the first checkout page, type in the email address you want to use, click on the "I am a new customer" radio button to select it and then click the "Sign In" button to move to the next step in registering where you'll type your name and create a password.

If you have ordered from us online before, then double check that you have entered your email address and password correctly. Passwords are case sensitive, so you have to pay attention to upper and lower case letters. If you have your password saved in a file on your computer, copying and pasting often works best.

I ordered on your website before, but it's been a while. I want to sign in using my old email address, but how do I do that if your website says my password is invalid?
If you had an account on our old website (in use until March 10, 2008), then you can still use the same email address as before, but you'll have to reset your password first by clicking "Forgot your password?" Make sure your email spam filter will allow email from onlinesales@aquaticeco.com. You'll receive an email with a new, randomly generated password that you can change later online if you wish.

Keep in mind that all passwords are case sensitive, so you have to pay attention to upper and lower case letters if you type in your password. Also, if you use an autofill or autocomplete feature in your browser, you must type in or paste your new password once so your browser will save it and automatically use it in the future.

How do I change my password or email address?
Sign in after clicking "My Account" at the top of any webpage on AquaticEco.com, and then click "Change your password" or "Change your email address" to get started.

back to top

Search Tips

Here are some tips for maximizing the quality of your search results on AquaticEco.com:

1. Our site only understands English search terms. Para la ayuda en Español, llame +1 407-886-3939.
2. Start general, then get more specific if needed. For example, use a one- or two-word description instead of a list of details. Also, specifications or units of measurement won't work.
3. If searching by part number, search by part number ONLY. No other terms are necessary. And remember, AES part numbers never have spaces and rarely have hyphens.
4. Type your search term(s) in lowercase letters, even with part numbers. Using all caps may skew your results.
5. Avoid using symbols (~, *, ", etc.). They will cause your search to come up empty.
6. Most manufacturers' part numbers are not on AquaticEco.com.
7. The site search cannot locate your order number. For the status of your order, login to My Account.
8. If you're still having trouble finding what you're looking for, call us toll-free at 877-347-4788.

Online Checkout

I've got what I want to buy in my shopping cart. How do I check out?
Look above the first item in your cart for a blue button labeled "Proceed to checkout" and click it to move to the sign-in page. If you don't already have an online account with us, you'll need to create one before you can check out. Your shopping cart will retain everything in it while you set up your new account.

Why did all the items I put in my shopping cart disappear?
You have to allow cookies in your browser (Internet Explorer, for example) to use our shopping cart and check out. Cookies are little files that are used to track actions on websites and can be blocked completely. So, where do you tell your browser to accept cookies? In Internet Explorer (version 7) you can look under the Tools menu for Internet Options. Click on the Privacy tab and you’ll see a slider that gives different levels of privacy. The slider must be set to Medium High or lower for the shopping cart and checkout to work on AquaticEco.com.

Other browsers (Firefox, Safari, etc.) keep cookie settings in slightly different places and have an option for you to allow third-party cookies. You don’t have to allow third-party cookies to use our shopping cart or check out, so just check the option to accept cookies from sites you visit.

I'm trying to check out, and I'm on a page that has my correct shipping address. How do I move to the next step if I don't want to pick up my order locally?
Click the "Use this address" blue button right below "Address Book" to get to the next page, where you'll choose which shipping method you want to use. If you have more than one address saved, click the "Use this address" button above the address you want to use this time.

Shipping

Can you ship C.O.D.?
Sorry, we do not ship C.O.D.

How will I know the exact amount, including shipping, to write on my check?
If paying by check or money order, request a freight quote when you place the order.

How long does it take to receive a freight quote?
Most freight quote requests will be answered within a 24-hour period.

What does HazMat mean?
"HazMat" is a US Department of Transportation (DOT) classification for Hazardous Materials.

Do HazMat items require special handling?
Yes, HazMat items require special packaging, handling and shipping procedures due to their toxic, corrosive or highly flammable nature. For example, HazMat items going to Hawaii must ship Overnight.

Can all HazMat items ship by air?
No. Toxic, corrosive or highly flammable materials may be restricted to ground transport only or deliverable only to specified locations.

How do you determine shipping costs?
The weight of the order, type of materials, number and size of boxes, method of shipment and distance to the destination all contribute to the cost of shipping.

When will my order ship?
Most orders received Monday through Friday by 4 PM EST are shipped the same day.

If I place my order by 4 PM, why would it not ship that same day?
The item(s) may not be in stock or manufacture/assembly could be required by our shop. Problems processing your credit card payment could also cause a delay.

Can I get the shipping costs prior to completing my order?
Yes. Request a freight quote and we will provide an exact cost before completing the order.

I need an item by 11:00 AM tomorrow. Do you ship by Overnight Priority?
Yes, if the item is in stock. Check the UPS or FedEx websites to see if this service is available in your area.

Overnight shipping is very expensive. Are there any other options?
We also ship via 2nd or 3rd Day Air, Ground or by motor freight.

Which form of shipping is the most expensive? Which is the least expensive?
The most expensive form of shipping is usually the one that arrives to you in the least amount of time. The cheapest form of shipping tends to be the slowest.

back to top

International

Do you ship internationally?
Yes, we ship to almost every country in the world.

Can I place an international order on your website?
Certainly! Add the products you want to your shopping cart, create an account or log in and complete the checkout process. We will calculate freight costs and contact you for approval before we ship.

Can I place an international order by email?
Send your order to InternationalSales@AquaticEco.com.

How can I fax an international order to you?
Our international fax number is 001-407-886-4884.

What number do I call to place my international order by phone?
Our international phone number is 001-407-886-3939.

Do you have anyone in your company that speaks Spanish?
Yes, most of our International Department staff speaks Spanish.

Do you have distributors in other countries?
Yes, we have several resellers of our products located throughout the world.

I am from Canada. Do I have to pay the international processing fee?
Yes, there is an international processing fee that will be applied to your order.

Why can't you tell me what the currency exchange rate is when I place my order?
The currency exchange market is very volatile, with fluctuations occurring throughout the day. The currency exchange rate for your order is "locked-in" at the completion of the credit card processing transaction. This can take several days if your credit card is issued by a foreign bank.

Why does it take so long to get approval of my foreign credit card?
48 to 72 hours is the required time span specified by the issuing bank to process this type of request.

Which foreign credit cards do you accept?
We accept most of the major foreign credit cards, with the exception of Diners Club.

How long does it take to receive a freight quote for foreign shipments?
Most freight quote requests will be answered within a 24-hour period.

I live in Cuba. Can you ship to me?
Sorry, but we cannot ship to countries under US State Department Trade Embargos or Trade Restrictions.

back to top