When you place an order with Custom Aquatic, we take pride in processing your order with speed and accuracy. All orders shipped via UPS, US Mail, or LTL Freight service are re-packaged in heavy-duty packaging to ensure your products arrive in top condition.
In stock orders processed by 12 noon PST generally ship the same business day. In some cases, orders may ship the following business day, especially order placed during the weekend. In the event of a back order, we will contact you via email and/or phone to inform you of the back order and the expected ship date for your order. We charge actual freight rates and do no charge an additional handling fee. We ship orders via the most economical carrier of choice. Typically, we use UPS or USPS for ground shipments and either BAX Global, Yellow Exact Express or UPS for expedited air shipments. We use UPS, US Mail or BAX Global for international orders unless specified by the customer. Items that are OVERSIZED dimensions (please email us at firstname.lastname@example.org or call 1 800 397-7238 if you are unsure on whether a particular item is oversized) will generally incur additional shipping charges. If an order incurs additional shipping charges, we will notify you via phone and/or email prior to shipping.
SHORTAGES/DAMAGED SHIPMENTS: All shortages or errors must be reported to our office WITHIN 48 hours of receipt. Email us to notify us of any damaged products that you receive. Failure to adhere to this requirement may result in denial of credit. Please be sure that you have received all cartons you are signing for, and that none are damaged. A signature by you or your representatives signifies all merchandise was received in undamaged, saleable condition (aquariums and sumps free of any cracks, flaws, or damaged frames) and verifies the number of cartons you received is correct as stated on our invoice.
Question or comments may be directed to 760-277-6128 or via email at email@example.com