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    Shipping and Return Policy

    SHIPPING AND RETURN POLICY

    Shipping Information:

    Orders are typically dispatched within one business day after placement and are expected to arrive within 3-5 business days. TruAqua offers Free Standard Shipping for orders over $50. Free Shipping may not apply to large size orders, orders that are too large to ship standard UPS, customers are responsible for extra cost on that. Please contact us if you are looking to order in bulk.

    Order processing occurs Monday through Friday during regular business hours. Each order is assigned a tracking number for the convenience of our customers. We utilize UPS or USPS as our shipping carriers.

    Cancellation of Unshipped Items:

    Customers may cancel items that have not yet been dispatched, keeping in mind that TruAqua adheres to a same-day shipping policy. To cancel an order that has not been shipped, please contact our customer service department immediately at 888-915-2782. If the item has already been dispatched, cancellation will not be possible, and you will need to follow the 30-day return policy procedure.

    Shipping Corrections:

    Please note that customers will be responsible for any fees incurred due to address corrections, address modifications, shipment reroutes, or errors in the entry of the ‘Ship To’ address. We appreciate your attention to ensuring your address details are accurate when placing an order.

    30-Day Return Policy:

    At TruAqua, customer satisfaction is our highest priority. To support this commitment, we offer a 30-day return policy that allows you to comprehensively assess all our products, except for Glass Aquariums, which are subject to a distinct 14-day return period. This policy ensures that every item you purchase meets your exact needs.

    In the unlikely event that you are not completely satisfied with your purchase, we have a clear and straightforward return process in place to ensure that you receive the assistance you need. To ensure a smooth and hassle-free experience, we kindly request that you follow the guidelines outlined for returning an item. Our team is dedicated to assisting you throughout the process to help you find the right solution.

    To qualify for the 30-day refund, please make sure the following terms are met:

    • The product is within the 30-day period. This is calculated exactly 30 days after you receive your product. Please understand that we cannot make any exceptions to the 30-day rule.
    • Items are in the original packaging, including packing materials, warranty cards, and manuals.
    • Water additives/chemicals must be brand new and unused/unopened. Electrical devices must be in their original packaging with all included paperwork. Fish foods must be unopened and sealed.
    • Original packaging is placed in a separate box for shipment. Do NOT use the product package as the shipping box. Do not write on or add shipping labels to the original packaging.
    • Products are new and not in used condition. (Open the box and test product is OK except for water additives/chemicals and fish foods).
    • The product has not been damaged during return shipping.

    All Glass Aquariums have a 14-Day Return Policy from the receiving day when purchased directly from TruAqua. They do not qualify for warranty. All other glass purchases must be taken back to the place of purchase per their discretion.

    Shipping Costs:

    Customers are responsible for shipping costs on all returns with the exception of defective products within 30 days or an error on our end in shipping the incorrect product. If you receive a product that is not working properly or we made an error in shipping, contact us directly. TruAqua is not responsible for lost shipments on returns. You must file a lost shipment freight claim with the respective shipper.

    Defective or Missing Items Policy:

    Notify us of any claims of missing or defective items within 10 days after receipt of your shipment. Always open and test your items immediately after you have received them except for water additives/chemicals and fish foods. If you wait and go beyond the 30-day period, we cannot honor the refund. If you receive a defective product, a product with missing items, or a product that you did not order, contact us at 888-915-2782 or email support@truaqua.com.

    Restocking Fee:

    Products must arrive at TruAqua warehouse in good condition, with original packaging and all parts and manuals to receive credit. If an item is returned without the original packaging intact, a 15% restocking fee will be applied. TruAqua reserves the right to refuse a return if the products are used or missing parts.

    Return Merchandise Authorization (RMA):

    If you meet the above policy guidelines, you are ready to start the return process. All returns require a return authorization number and must have the RMA paperwork included in the package. Follow these guidelines:

    1. Email our Return Department at support@truaqua.com for a Returned Merchandise Authorization (RMA) Number.
    2. Please include a copy of your packing slip for your return. Do not write anything on the box. Please write on separate paper.
    3. Wrap the package securely and mail it to the address listed on your packing slip. For your protection, expensive items should be returned via an insured carrier with tracking capability.

    All returned items must be received within 20 days from the date the RMA was issued.

    Repair/Warranty Information:

    If you have a repair or warranty service request, please email support@truaqua.com. Include your name, order number, address, and phone contact. Please write a description of the problem and we will contact you with instructions.

    Will Call Policy

    Will Call Order Pick-Up:
    All will call order pick-ups are available Monday through Friday, from 9:00 AM to 5:00 PM. All orders must be placed ahead of time to ensure product availability. When you arrive to pick up your order, please bring a valid photo ID and a copy of your order confirmation.

    Will Call RMA (Return Merchandise Authorization):
    All product returns and exchanges via will call RMA are accepted Monday through Friday, from 9:00 AM to 4:00 PM. Please have your RMA number and relevant order details ready.