- Shipping & Delivery
- Privacy & Security
- Refunds & Replacements
- Cancelling Orders
- Payments
- Viewing Orders & Tracking Information
- Your Account Information
- Back Orders & Order Problems
- Holding Paid Orders
- Shipping & Delivery
- For information regarding our shipping and delivery times, please see our shipping information page.
- Privacy & Security
- Here at Aquatic Collection we respect our customer's privacy and security needs. We make every effort to protect our customer's sensitive account information, and will never share any of our customer's information with anyone at any time.
Our server is fully PCI compliant and features up to 256 bit SSL encryption in all of our secure areas. We chose a Geotrust premium SSL certificate because they are a leading SSL certificate authority and users can click to verify our SSL certificate at any time. Rest assured that any information that you choose to share with us is safe and secure! - Refunds & Replacements
- Any refunds arising from our guarantees will be given as store credit in the form of a gift certificate or coupon that will expire 90 days from the issue date. It is your responsibility to use your store credit before it expires. Store credit can only be used on Aquaticcollection.com, and is not available for use on our eBay auctions.
We reserve the right to replace any animals that qualify for our guarantees instead of a refund, on your next order. Please see our guarantee page for more information. - Cancelling Orders
- You can cancel your order at anytime unless it has already been shipped. To ensure your cancellation is in place, we must be notified before 9:00am PST on the scheduled ship out day. Please note that we are not able to retrieve any orders after the shipping cut off. There will be a 10% re-listing fee on all cancellations, not including shipping costs, which will be taken out of your refund. Refunds for cancellations will be returned using the same form of payment used during the order.
- Payments
- We currently accept all major credit and debit cards for payments including Visa, Mastercard, American Express, and Discover cards. We also accept Paypal.
- Viewing Orders & Tracking Information
- Viewing new and past orders is as simple as logging into your account and clicking on the "My Orders" link. All new orders, orders awaiting shipping, and past orders will be shown here for your convenience. When your order ships, your tracking information will be emailed to you using your registered email address and also will be shown online in your "My Orders" area.
- Your Account Information
- We encourage our customers to keep their account information current at all times. It will make for easy ordering and will also make it easy for us to contact you if needed. Please be assured that all of you information is safe with us and will never be shared with anyone.
- Backorders &Order Problems
- In the rare instance an item is backordered after payment is made, we will contact you immediately before moving forward.
Due to the nature of selling live animals, sometimes order problems may occur, e.g. double sold items, corals not looking well enough for shipping, changes in color/size since pictures were taken.
If any problems arise with your order, we will attempt to contact you via phone or email first before making any changes. If we are unable to contact you, we will send a comparable coral instead or issue a refund for the problem coral.
Our system is set up to minimize these order problems as much as possible, but sometimes they do occur. Please make sure to provide a contact phone number which you can be easily reached if something arises. - Holding Paid Orders
- All orders are required to be shipped out within 3 business days after purchase. Upon check out, please specify which day is best for us to ship out your order using the order comments section. Orders without instructions will automatically be shipped the next available shipping day. Please see our shipping information page for more information on shipping times and cut offs.
