We pride ourselves on secure packaging and fast shipping. We often ship same day, all by our team in Washington. As we only ship Priority, your package will get to you in 1-3 days when there are no delays from weather and holidays
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 90 degrees during the day. Temperatures above this only makes it harder not impossible. Most plants can tolerate warmer temps but some are more sensitive. We ask that if you can, you wait for a break in the weather to order to improve the condition plants arrive in. We use heat reflecting pouches when extreme temperatures are reported back from our shipping algorithm.
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 use an advanced algorithm we developed to check temperatures between us and our destinations. We have thresholds to include heat packs and liners when needed. We do our best and will make it right for you, however we may request to try again at a later date when weather patterns change if the first shipment isn't successful.
Unfortunately our system isn't setup to take special delivery instructions such as "hold for pick up", "leave at back door" etc. We also can't "hold shipping until X day". 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 which leads to delays and missed custom steps. To solve this we have things streamlined to make sure we deliver on our fast shipping promise.
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