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May 24, 2017

Finding Products
Product Searches
Search Help
Advanced Searches
Archive and News Search
My Favorites
Purchasing Products
Your Shopping Cart
Check Out
Order Summary
Order Confirmation
Shipping
FAQ's
Welcome to Customer Service
At Aquarium Life Support Systems, we make every effort to ensure that shopping with us is a satisfying experience. We've anticipated some questions you might have and address them here in our Customer Service area. A list of topics is provided in the left menu for more efficient browsing. If, for any reason, you have further questions, please e-mail us at cs@aqualifesupport.com and we'll get back to you within 24 hours. We can be reached by phone at 1-865-588-0108.

Log In/Log Out
Pricing and account information are not displayed unless you are logged in.  You will automatically be logged out after a certain period of time for security.  You can show a customer or employee product information without your account information or pricing by logging out and refreshing the browser window.  You can do this when you leave a session as well.

Finding Products
With thousands of products available, Aquarium Life Support Systems supplies aquarium and water garden dealers all their product and support needs. We have made sure that finding the products you want from our vast selection is easy and convenient. The home page displays current information, news and sale items for both the aquarium and pond hobbies.

Product Searches
At Aquarium Life Support Systems, we provide several ways to search for products. You can browse all products in a category, such as "Air Pumps", or do a Product Search for a specific product or manufacturer. If you're looking for the best deals, be sure to visit our Specials, and New Product pages. You'll always find these sections featured prominently on our home page.

Need help selecting the right product?
Try using one of our product browse buttons located in the side menu. These intelligent buttons help you sort through the products we carry for the one that's right for you. You can also search for products by using the product search field or the advanced search screen. For instance, if you know what item you're looking for, and would like to jump to it directly, you can type keywords (such as "trickle filters" or the product’s item number AL2173 ) into the search box at the top of the page and click ‘search’. You'll then be presented with a comprehensive list of products meeting whatever description you've given.

Advanced Searches
By clicking the advanced search link you are taken to an area that allows you to search by a range of parameters that you can select from pop up menus. For example, products can be searched and browsed by manufacturer or type of use. Products can be searched by category, subcategory, type use, stock number, manufacturer or manufacturer number.

Archive and News Searches
Searching the archive screen is also available. This allows you to search for any related articles or news that contains information about a product or topic of interest. This is a separate search field within the column for news articles, news and reviews.

My Account-
This section allows you to change your account information, view web site info, and provides site information if you are one of our Affiliate Website owners.

List Previous Orders
From here you can pull up all saved and previous online orders.  They can be printed or you can add items directly from here into your Order in Progress. Note old orders will show the price you paid.  Due to price increases and promotions, the current price may be different.  This will also be shown.  You will be billed the current price - higher or lower.

Adding Products to Order in Progress and Finalizing Your Order
Once you've found what you're looking for, you can buy it immediately with the ‘shopping cart’. Just click the Order button and fill in the Quantity and the product is added to your shopping cart. At this point you can continue shopping or review your shopping cart and go to checkout. Each time you enter the shopping cart area, you'll have the option to continue shopping or proceed directly to ‘checkout’. Some articles and sections feature products that cannot be clicked directly to the shopping cart. In these cases, simply type in or copy and paste the item number into the search box in the upper left hand corner of most pages to get additional information and add the item to your shopping cart.

My Favorites
Another feature we've added for your shopping convenience is ' My Favorites' where you can build and maintain a shopping list of the products you order most often. From this personalized page you can quickly place an order by selecting the products and quantities you wish to order and adding them directly to your Order In Progress. As you discover new and interesting product lines, you can add and delete items saving you valuable search time at subsequent visits. In addition, items that you have ordered will appear in this area.  You can sort and search items within your Favorites

Purchasing Products
Orders are handled the quickest online. However, you may order a number of other ways. You can print a copy of our Order Form and fax it to 1-800-237-9611. Your phone number and e-mail address are mandatory on this form in order for us to call or e-mail you should there be a problem with your order. For additional assistance, contact us by phone at 1-865-588-0108.

Checking Out with the Secure Cart
Once you finalize your Order in Progress, it is added to the secure shopping cart.
Checking out is a quick and easy process. First you choose your the appropriate secure order form below:
Please select
Order by Credit Card Online
Order by Credit Card Online
Order by Credit Card using FAX
Order by Check/Money Order through Postal Maiil
Order by COD online (USA only)

Second, review your shopping cart; next, select checkout; then, view order summary; and finally, receive order confirmation.

If you're logged in, your billing and shipping information will be filled in automatically. If you need to change any information or payment options, you can do so at this time. If you're a new shopper, you only need to complete your billing, shipping and payment information once, and it will be automatically filled in next time you visit. When your information is accurate and complete, click "Continue". This screen also contains an optional information field for you to add any questions or information regarding your order.r

Order Summary This page allows you to review your order, confirms the items that you wish to purchase, and allows you to place your order. If you want to make a change to the order, you can always click your browser's ‘back’ button to return to ‘checkout’. If you're happy with your purchases, go to checkout.

Order Confirmation Once you've placed your order, you'll see the order confirmation screen which contains all the pertinent information about your order, including an order number. You can print this screen as confirmation of your order. In addition, you'll receive a confirmation via e-mail from us.

Forms of Payment
We accept U.S. Visa, Master Card, and Discover credit cards subject to a credit check. Your card will not be charged until your order is ready to ship. Quantity breaks and other special pricing is added when you order is processed. We offer COD (paid by company check) upon approved credit. A $5.00 handling fee on COD orders can be avoided with credit card purchase. Credit is extended to established dealers with retail locations. A New Account Form must be filled out and faxed or mailed to us for a credit check.

Secure Ordering
Absolutely. When you use our on-line ordering system, your information is protected by our secure server. Still, if you're not completely comfortable paying online, you may fax your information by printing and filling out the Order Form to 1-800-237-9611.

Shipping
Free ground freight on all qualifying orders exceeding $400.00.   The exceptions are: $10.00 COD fee if applicable. Special Shipping does not count towards the $400.00 minimum. Orders under the $400.00 level will have freight charges added AFTER the items are packed and weighed. You will not see shipping charges online during checkout; this cost will be added to your invoice and charged to the card on file.  In some cases orders that include some special shipping items and exceed $1200.00 qualify for free or partial shipping rates.  Please ask a salesperson for more information.  We never pay shipping to residential addresses.  We will make every effort to work with customers and work to contain shipping charges. Charges can be discussed with your sales rep. In addition, frozen food and dry ice require special shipping.
Next Day, 2nd Day Delivery and Overnight shipments are available on all items for actual freight charges.

Special freight items are listed with a symbol. These items are shipped for actual freight charges.

Delivery Times
All stock items are shipped within two days. We ship via FedEx Ground within the continental United States so all orders will arrive within 1 to 7 business days after they leave our warehouse. A FedEx approximate ground delivery chart can be viewed here. Zone Map

International Shipping
We ship to any location that FedEx ships. Actual international rates apply. UedExdoes not deliver to PO boxes or APO/FPO addresses.

Returning An Order
We want you to be 100% satisfied with your shopping experience at Aquarium Life Support Systems. If you aren't completely happy with something you've purchased from us and it meets the qualifications below please return it for a full refund. All items are subject to a 15% restocking fee.
Qualifications for your returns:
1) The product must have been purchased within the last 15 days and be in its original packaging in resalable condition. Foods must be unopened.
2) The items must not look used or worn or have price residue on the packaging.
3) We do not refund shipping and handling unless it is due to a shipping error on our part.
4) If you wish to return any item, it must be returned with the completed Merchandise Return Form included with your order and a Return Merchandise Authorization (RMA) number. Details for return are included on this form. This information helps ensure quick and proper handling of the returned item. Place either the Merchandise Return Form, or a copy of it, and a copy of your Invoice inside the package. Please carefully wrap your package, insure, and ship it to: Returns Department at 1737 Louisville Dr, Knoxville TN 37921. If you have questions or need an RMA number you may e-mail us at cs@aqualifesupport.com or call 1-865-588-0108. We must have a phone number should we have to contact you.

Damaged Merchandise
We pack all merchandise to meet FedEx shipping standards. Occasionally, though, merchandise arrives damaged. Have your FedEx driver note the damage to the package. Inspect your shipment carefully. If you receive damaged items, contact us immediately by e-mail us at cs@aqualifesupport.com or call 1-865-588-0108.

Warranty Claims
Warranty claims, for the most part, are handled directly with the manufacturer. You must follow the guidelines they provide for the product. In some cases, we are able to help with warranty claims on certain product lines. Please e-mail us at cs@aqualifesupport.com with the description of the problem for guidance in these matters.

Limitations of Liability - All products are warranted to the extent of the manufacturers’ express warranties to us. This is in lieu of any other warranty expressed or implied including, without limitation, any implied warranty of mercantibility and fitness for a particular purpose, and is in lieu of any and all other obligations or liability on our part. Under no circumstances will we be liable for any incidental or consequential damage or expense of any kind.

Answers to Frequently Asked Questions
How do I Become a Wholesale Dealer?

We sell to established accounts and dealers only. I f you would like to apply for an account, fill out the New Account Form. We reserve the right to deny applications at any time for any reason at our discretion. To become a wholesale customer, you must have a valid business license with your store name and location, a business phone listing, proof of tax exempt status and/or a copy of your Yellow Pages advertising. We verify the accuracy of all information to determine your eligibility for wholesale status.

How Can I Get More Information About a Particular Product?
If you're on the search results page or any product listing page, you can click on the info button of any item to view a picture and get additional information if it is available. If you have a question that is unanswered, e-mail us at cs@aqualifesupport.com.

How can I add or edit a shipping address?
If you want to change your shipping address for future orders and you're a repeat customer, you can change shipping information each time you place an order. After you have selected what you want to buy and have logged in with your screen name and password, you will be able to change your address information in the My Account area. Or, call us at 1-865-588-0108.

How can I change my account information?
If you want to change your information click the My Account link and make the necessary changes. You can also e-mail us at cs@aqualifesupport.com or call Customer Service at 1-865-588-0108.


What If I've Forgotten My Password or User ID?
Go to the Log-In screen and click the link to forgotten User ID and/or Password. Enter your e-mail address and you will be e-mailed or called with your request. You may also call Customer Service at 1-865-588-0108 and request your information.

What Should I Do If I Change My e-mail Address?
Go to the Edit Customer Info screen, make the necessary changes and click the submit button. You may also contact Customer Service by e-mail at cs@aqualifesupport.com or by phone at 1-865-588-0108. If you call, we'll make sure that your e-mail address is changed without complications.

Will My Personal Information Be Provided to Any Other Companies?
Absolutely not. Aquarium Life Support Systems is ?paranoid.? We use Apple Macintosh computers for the same reason as the US Military . . . security. We are committed to protecting your privacy. Aquarium Life Support Systems will never share your personal information with others without your express written permission.

Feedback
Our goal is to serve you with the highest quality products and the most reliable information available anywhere and your comments are important to us. If you have any suggestions or product recommendations, please e-mail us at cs@aqualifesupport.com.



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