|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 quick browsing.
How to find products
With over 9,000 products available, we provide 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, local events, and sale items for both the aquarium and pond hobbies.
Our site is divided into two sections -pond and aquarium. By entering either one of these sections from the 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 are pertinent to that hobby.
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 when you enter the stores. 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.
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.
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 pond logo or the 'choose your hobby' button labeled Pond to 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.
Orders are handled online.
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. 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'.
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". This screen also contains an optional information field for you to add any questions or information regarding your order.
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, this is the place to be.
Answers to Frequently Asked Questions
How can I get expert advice on caring for my aquarium or water garden?
We maintain 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.
What are the benefits of registering with us?
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, 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.
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 [email protected]
What If I've Forgotten My Password or Registration e-mail Address?
E-mail us at [email protected]. Provide as much information as possible and you will be e-mailed 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 [email protected].
Will My Personal Information Be Provided to Any Other Companies?
Absolutely not. We are committed to protecting your privacy. We 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.
What If I Want to Return My Order?
We want you to be 100% satisfied with your shopping experience at Aquatic 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.
What If I Receive Damaged Merchandise?
Should you receive damaged merchandise, do not throw away packaging. Please contact [email protected], and file a claim with the shipper. Packages are inspected prior to shipment and are packed according to UPS shipping recommendations. All return merchandise must have been purchased within the last 15 days and first have a Merchandise Return Form. This will be e-mailed to you after you have contacted [email protected]
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 [email protected] 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. A 9.25% sales tax will apply on all orders delivered within the state.
Is It Safe to Use My Credit Card?
Absolutely. When you use our on-line ordering system, your information is protected by our secure server.
How Much Will I Be Charged for Shipping?
Shipping is handled a little differently than some companies. Although we have a freight estimator in the shopping cart, we do not actually figure the shipping until your order is packed, weighed and ready to ship. This prevents us from having excessive handling fees and drastically inflated shipping charges that some companies charge. Simply put, we do not have to raise prices to cover mistakes in estimating final packing weights and it saves our customers money. We make every effort to use recycled packaging so we help the land fill and you never pay box charges.
UPS shipping charges will apply to all orders.
The shipping that appears on your on-line order is a freight estimate only. Actual shipping charges will apply at the time the order is shipped. Items too heavy to ship UPS will be quoted via common carrier. Any fee significantly higher than the shopping cart freight estimator will trigger our staff to notify you via e-mail prior to shipment. Shipments that are lower or close to your shopping cart estimate on freight will be shipped automatically
Special freight items are marked with a freight symbol. These items are usually heavy and may be quoted for shipment via common carrier. Some livestock and perishable items, such as frozen food, are sent only Next or Second Day Air and have special packaging needs. All stock items are shipped within two days. We ship via UPS Ground within the continental United States so all orders arrive within 1 to 7 business days after they leave our warehouse.
How Long Will It Take to Receive My Order?
All stock items are shipped within two days. We ship via UPS Ground within the continental United States so all orders will arrive within 1 to 7 business days after they leave our warehouse. A 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 UPS ships. Actual international rates apply.
Do You Ship to PO Boxes?
UPS does not deliver to PO boxes or APO/FPO addresses.