Hands down, we have the fastest handling time and ship quick.
We over-staff so that your orders go out as fast as possible, if you order during business hours, we often ship it the same day. We ship everything(yes, even the big boxes of rocks you're going to buy) Priority or First Class. This means Packages get to you in 1-3 days if there are no delays from weather, holidays (although we have it worked out where we still get to ship most holidays,) etc.
Most other companies ship UPS or Fedex Ground. This saves them money on shipping, but who likes waiting for their products? We certainly don't and don't expect you to either so we pride ourselves in reducing time between you placing an order and it getting to your door.
Live Arrival Guarantee
We guarantee our live products will arrive alive. We ask that you do your part and minimize the amount of time our packages sit out in the elements. It can also be a good idea to avoid ordering live items during extreme temperatures. This would be when night time temps are below 35 and over 80 degrees during the day. Now these temps are not for sure death, it's just what makes it easiest for all of us during shipping.
When temperatures are cold we will use heat packs. Shipping live goods is difficult as our warehouse could be 70 degrees and your home could be snowing, and all the stops in between. We do our best and will make it right for you and may request to try again at a different time. During heat waves, it's best to avoid ordering live goods as ice packs etc don't do enough to mitigate it.
Special Delivery Instructions
Our system isn't setup to take special delivery instructions such as "hold for pick up", "leave at back door" etc. We have many people working in the chain to pack your orders and get them out to you as fast as possible and the special instructions don't carry down the line unfortunately.
Our goal is to provide a fair way to satisfy our customers and not lose money while doing it. We make every effort to fully disclose how our products work and what is to be expected. A damaged product during shipping is an automatic replacement from us. When it comes to a difference of opinion such as: "My fish doesn’t like this food." That we don’t refund for. However, if you decide the light you bought is a bit too green for your liking, provided it is in the original box, within 30 days and purchased from us, we will refund it at your cost of shipping.
If you would like to return a product, start the process by emailing us at firstname.lastname@example.org This allows us to see if there is something we can do before returning the product such as a feature you didn’t know about or send you a return label. We don’t require an RMA number, but do ask you to contact us to initiate the return. Please do not call the retail store as they operate separately from the warehouse and will not be able to issue you a return label etc.
Products bought from http://www.aquariumcoop.com can be returned within 30 days of original purchase date provided they are unused,undamaged and in the original product packaging. If a product does not meet these requirements we reserve the right to deny the return if we feel that it is warranted.
Who pays for shipping? In the event an item is damaged during transit etc, Aquarium Co-Op will provide you a shipping label. If you are returning an item for another reason, it is your responsibility to get the item back to us safely. If it is a high-priced item we recommend a tracking number.
Items being shipped back need to be sent to this address:
9661 Firdale Ave
Edmonds, WA 98020
Items that go on sale after you purchase them. We will honor a sale price up to 7 days from the day you purchased your item, this is the day in which the order was placed. Exchanges: We typically credit your account back the amount of the item and let you purchase the correct item you’d like. This follows the same rules as return.Aquarium Co-Op is a registered Limited Liability Corporation located in Edmonds, Washington USA.
Contact the shipping team at Shipping@aquariumcoop.com
Unfortunately at this time we can only ship inside the USA. (We do offer some products on Amazon for Canada.) In the future, we hope to expand the number of countries we ship to.
There are two main factors for how sales tax is charged on your order. One of these factors would be whether we have a retail store or warehouse in your state. (Currently we only have one in Washington state). Another would be if we qualify for an Economic Nexus. We have this in most states as new laws were past in 2018-2019 with different thresholds for each state. Usually these are based on number of sales or dollar amount of sales done in the state.
From there we have states broken into categories.
No Taxes: These states have no sales tax laws. Alaska, Delaware, Montana, New Hampshire and Oregon
State Based Taxes: Your state has set the taxes to be paid on anything shipped to that state.
Destination Based State: Your state has laws that charge taxes based on the state sales tax rate, in addition to the county and city. Thus you'll see at least 3 tax rates on your order checkout page. For more information on the ever changing laws on state taxation, we have found this website to be most helpful. https://blog.taxjar.com/economic-nexus-laws/
Confused yet? We sure were, so we hired an extra accountant to manage online taxes and use software integration to streamline this as efficiently as possible. As you can imagine, in the destination based states when one city changes its tax rate, we need to know about it to report taxes correctly, this becomes near impossible without software integration.
*In some states the tax code is extra challenging. We've been advised to charge "the highest local tax" state wide so that we don't under report while the law figures out a practical way to do online taxes. So what does this mean for you? A small minority of our customers will have a tax rate slightly above their current local tax rate. This equates to a few extra cents being paid in taxes. We report and pay this to the state. This prevents us from under collecting and causing long term problems. We appreciate your understanding and rest assured we hope the law gets streamlined soon, so we don't have to have an accountant tied up all the time with these taxes and don't need to collect those extra pennies from you.