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Attention!! Aquarium Creations is a small team and we only take phone calls when we are able. Either call and leave us a message, or better yet please send an email to ACOL.CustomerService@Gmail.com. By emailing you can ask as many questions as you would like and we will answer all completely. Have a great day!
Sincerely,
Aquarium Creations Team

 
   

Would Like to Check on an Order Aquarium Creations Online is made up of a handful of aquarium hobbyists that love what we do, and we do it well. But we don't have a telephone person just answering the phone. This is the secret to keeping the quality of our specimens high, and our pricing low! Unfortunately most of the time it means the constraints of filling customer orders makes it impossible to answer phone calls most of the day. If you would like leave a message at (954)716-6347 and we will return the call by the next day.. Or if you email customer support at ACOL.CustomerService@gmail.com with the subject Line "Would Like to Check On My Order". Since we answer emails throughout the day, during breaks, at night, and even on the weekends our response time is most of the time quicker than waiting for a phone call to be returned.

Need Help Placing an Order Although the best method to place an order is through the Aquarium Creations Online website shopping cart we do understand some people would rather talk with one of us. If you would like either leave a message at (954)716-6347 and we will return the call by the next day.. Or if you email customer support at ACOL.CustomerService@gmail.com with the subject Line "Would Like Help Placing an Order". Since we answer emails throughout the day, during breaks, at night, and even on the weekends our response time is most of the time quicker than waiting for a phone call to be returned. When you call or email please provide a good contact phone number and let us know you need help with placing an order. We will call you back within 24 hours.

Need A Copy Of an Order Whenever an order is processed by our shopping cart, there is an automatic copy of the order and confirmation sent to your email address provided us. This confirms our receipt of your order.If you do not receive the confirmation when you placed your order, most likely an error of some sort exists in the email provided Aquarium Creations. Please email customer support at ACOL.CustomerService@gmail.com with the subject Line "Please Provide A Copy of My Order". Provide us the exact name ordered under and the exact phone number given with the order. We will email back a copy of the order to you.

When Will My Order Ship The first possibility is we are holding your order because of your zip code's night time or day time temperature. We appreciate every order customers place with us and because of that we promise your marine life will arrive not only beautiful but perfectly healthy. Let me explain. We use FedEx overnight air delivery, along with very thick foam containers that look like small treasure chests, along with strong 48 hour heat packs we are able to do an amazing job of offsetting the outside cold temperatures and can keep water temperatures inside the foam package at approximately 70 degrees. We have found our methods work well down to approximately 35 degrees. So to guarantee your marine life a safe trip we look at the night time low temperature for your area and the following day temperature at approximately your package's delivery time. If your night time and day time weather has been warm enough and there are no storms or other issues we would be holding your order for, it is either just waiting for its turn to be shipped or the marine life ordered may not be feeding well enough to pass our quality control. With that in mind do give us a shout by email and we will fill you in on why we haven't shipped yet and when we expect to be shipping. Please email ACOL.CustomerService@gmail.com with the Subject Line "When Will My Order Be Shipping?" Please include your order number.

When Will I Have a Shipment Tracking Number Whenever we ship out either an Overnight Marine Life order or a Live Rock or Live Sand order a tracking code is created as the pointer to follow your shipment on its way to you. We always email the tracking information to you as soon as your label is created. Sometimes you will receive the tracking number many hours prior to your package showing up on tracking. This can be a number of reasons. We have found the pick up drivers are often in a rush and not scanning packages. Other delays to tracking showing up have come from upload delays that occurs when UPS or FedEx systems are either overloaded or have gone down. Both happen to often, so if you need a confirmation your shipment is on its way just send us an email to ACOL.CustomerService@gmail.com with the Subject Line "Looking For My Shipping/Tracking Information". We answer emails many times a day, during breaks at night and even on the weekends so we will get back to you that is a promise.

To Ask Marine Aquarium or Marine Life Questions We are glad to help with all your aquarium or livestock questions! You can either phone us at (954) 716-6347 and we will get back to you within 24 hours or we suggest emailing customer support at ACOL.CustomerService@gmail.com with the Subject Line "Marine Aquarium Or Marine Life Questions". We answer emails many times a day, during breaks at night and even on the weekends so we will get back to you as soon as we can.

Make a Marine Life Guarantee Request Marine Life with Level of Care remarks "Great for Beginners", "Easy" or "Moderate" come with a 48 hour guarantee.
For Aquarium Creations to validate your guarantee the marine life package must of been delivered to the customer on FedEx's first attempt and the package must be signed for. Your delivery signature and time stamp records from FedEx are used for this purpose. If a loss occurs within the 48 hours after delivery you must take digital pictures of the expired marine life and email the pictures to ACOL.CustomerService@gmail.com during the 48 hour guarantee period. Digital pictures must be taken with the marine life out of its bag, with the tail cut off to prove its dead and preferably on a white background for best visibility. If a death is emailed to us beyond 48 hours we are sorry but it is beyond the guarantee period. When sending your email, please include the following in the subject line: your order's 5-digit invoice number followed by the phrase "48 Hour DOA". Subject Line Example: Invoice 12345 - 48 Hour DOA . This guarantee is limited to the value of marine life that has died and does not cover any associated damages or shipping charges.


Marine Life Guarantee for "Restricted" or "Expert" Marine Life
Items marked as "Restricted" or "Expert" are either bad shippers or very hard to keep alive. There aren't many and they are noted in the "Level of Care" section on the particular fish or corals website page. Aquarium Creations "Restricted" or "Expert" marine life are for those very hard to keep marine fish, hard to keep live coral, and hard to keep invertebrates that should be purchased only by a very advanced aquarist that knows the risk and decides to take the chance or for a science group that must have the species anyway. Otherwise our recommendation is leave Restricted and Expert items for the experts only. For a "restricted" or "Expert" species to receive a credit coupon the marine life package must of been delivered to the customer on FedEx's first attempt and the package must of been signed for. Your delivery signature and time stamp records from FedEx are used for this purpose. If the marine life is delivered DOA or occurs within the 2 hours following delivery IMMEDIATELY email a digital picture of the expired marine life to ACOL.CustomerService@gmail.com. It MUST be emailed during the 2 hour guarantee period. Your pictures must be taken with the marine life out of the bag, with the tail cut off to prove the death and preferably on a white background for best visibility. If a death is emailed to us beyond the 2 hours, we are sorry but it is beyond the guarantee period. When sending the email, please include the following in the subject line: your order's 5-digit invoice number followed by the phrase "2 Hour DOA". Subject Line Example: Invoice 12345 - 2 HOUR DOA. This guarantee is limited to the value of marine life that has died and does not cover any associated damages or shipping charges.

Contact Aquarium Creations about Returning Marine Life We are very sorry buy due to the very specialized shipping methods necessary to ship marine life to customers Aquarium Creations cannot accept returns of any marine life under any condition. Please make your choices carefully. Make sure all your choices will go together because we can not help you once your marine life is delivered.

Contact Aquarium Creations About Returning Aquarium Equipment & Supplies Light bulbs, aquarium chemicals, test kits and all special orders are not returnable. Products damaged, soiled, modified, or otherwise altered are not eligible for return. Beyond that all equipment ordered may be returned within 30 days. All returns must be in perfect condition and packaged well to ship safely back to us. To start a return on equipment or supplies please contact Aquarium Creations at orders.acol@gmail.com.If a product is returned with shipping damage, minus parts, packaging, paperwork, etc. a refund will not be provided. Shipping charges to and from are not refundable.

Contacting Aquarium Creations about Shipping Damage Aquarium Equipment & Supplies We apologize greatly for any product that is damaged in shipment and we will do all we can to rectify the situation as quickly as possible. Please notify us by e-mail with digital pictures to orders.acol@gmail.com As soon as we are notified we will be able to notify and make a claim with the shipping company. Due to shipping rules of both UPS and FedEx damage must be notified of breakage within 3 days of the date of delivery. Therefore this is your time limit. Any notification of damage or a discrepancy more than 3 days from the date of delivery will not be considered for a return because we are unable to make a carrier claim.

Contacting Aquarium Creations about Defective Aquarium Equipment All manufacturers handle there own warranty issues directly. Defective aquarium equipment should never be returned to Aquarium Creations. If a product needs warranty for reasons such as repairs or replacement email or call the manufacturer. You can find phone numbers and email addresses for all by searching with Google Search. If you cannot find a phone number or email you may contact us at orders.acol@gmail.com and we will provide the information for you.

Contacting Aquarium Creations about Returning Live Rock & Live Sand To start a return on either Live Rock or Live Sand please contact Aquarium Creations at orders.acol@gmail.com. Please make sure it is packaged well to keep the contents in good condition. If the package comes back with the live rock broken up or weight is missing please understand the refund will be for weight of the not broken pieces only. For sand shipments we will pay for the pounds received back. Shipping charges to and from are not refundable. Send us an email to

Contacting Aquarium Creations For Local Customer Pick Up Please order on our website and simply select "Customer Pickup" as your shipping option. If you have any questions after ordering about customer pickup, you can simply email Aquarium Creations at orders.acol@gmail.com with the subject line "Local Customer Pickup Question". We will try to answer your questions and acomidate to the best of our ability. We will contact you to see what day you wish to pick up your order. Please wait for a reply to make sure we have seen your request. Once the day and time are approved we will email back to you with the confirmed day and time. When you arrive your marine life will be boxed and ready to leave for their new home!

Photos are representative of each species. Each animal is unique and variations should be expected.
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