HELP

Please read first: Regarding our help menu. We just switched to Shopify and we're trying to figure things out ourselves. The Help menu will be updated as we figure out both the capabilities and limitations of the new software.

Order Status

How do I change quantities, add an item or cancel an item in my order?

You can not make order changes in the VASCA Web site once the order has been placed. To change quantities, add an item or to cancel an order, please send an Email with instructions to sales@vascaaquariumsupply.com or call us at 480.829.8122 and we can change any order we have not already shipped. To find your order, we'll either need the order number or account Email address associated with the order.

How do I track my order?

A tracking number will be Emailed to you once your order has shipped. We ship through FedEx, UPS and USPS. You can just put the tracking number into Google and it will find the tracking info.

My Account

How do I create an account?

Click on the New Dealer Registration link at the top or the top and bottom of every page for instructions. Keep in mind that we are B2B. We only sell to wholesale customers in the aquarium trade (& public and private institutions & commercial sales in industrial quantities)

How do I edit my account information?

Log into your account and choose Profile. You can change your address, phone number, and Email address in this section. As for credit cards, we no longer keep these on file. Just use the new credit card when checking out.

I forgot my password

We no longer use passwords. You log in with your Email and a code is sent to the Email for logging in. Give us a call or Email us if you're not certain which Email address is associated with your account.

Order Problems

My order never arrived. An item is missing from my shipment. I received the wrong product. My product is missing parts.

sales@vascaaquariumsupply.com or 480.829.8122 for all order problems. Have your order number ready. Please remember we are a M-F, 8-4:30 (Arizona time) company.

Shipping and Returns

Shipping Damages

Occasionally products are damaged in shipping. We will replace the damaged product if you adhere to the following protocol:

• Inspect all of your packages carefully upon receipt. We must be informed of all damages within one week of you receiving the product.
• If there is damage, retain all products and shipping materials (including all outer and inner packaging boxes). What we will probably need multiple photos of the damaged product, the product box, and the shipping box. We need these photos in order to put in a claim with FedEx and UPS.

Shipping Prices

If you are an aquarium store or service company you will receive free shipping for all orders over $400 without free freight items. Non freight items have NO FREE FREIGHT in the product title. These products tend to be large or heavy (salt, sand, long lights, aquariums, chillers, sumps). For all other items we charge discounted FedEx and UPS rates. 

Please keep in mind that FedEx and UPS rates are hard to generate when ordering multiple items. Just choose the Store Pickup option if you think the shipping rate is inaccurate. For very large orders with dozens of items you can also choose store pickup. In some cases the order will be shipped LTL on a pallet, which can be less expensive than regular shipping.

Do you ship to my country?

Potentially, we can ship anywhere in the world. That said, for orders outside of the United States we usually limit ourselves to larger orders (over $10,000) that are shipped by the pallet and paid for with wire transfers. Sometimes international customers arrange for their own shipping.

Has my order shipped and when will it arrive?

Orders typically ship in one to two business days. You will get a tracking number when your order ships and the tracking will be in your online VascaAquariumSupply.com account. 

We ship from Tempe, Arizona. Orders to the western half of the United States will arrive in one to three days. Orders to locations east of the Mississippi will arrive in four to five business days.

Pallet-sized orders and drop ship orders can take closer to a week. The only products we drop ship are JBJ Chillers 1/2 HP and over, and Tradewinds Chillers.

What is your return policy?

New, unopened merchandise returned with our prior approval will be credited to your account less a 10% restocking fee. The product must be returned to VASCA freight pre paid, and insured with a Return Authorization Number (RA#) clearly on the outside of the package. Please use the original invoice number as the RA#.

Guarantees

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

Do I have to pay sales tax?

We only charge sales tax for Arizona business customers who have not presented us with a Arizona Resale Certificate (Form 5000A).

I have a question on my charges

Send an Email to sales@vascaaquariumsupply.com for further assistance. Let us know the date, amount, and method of the charge in question.

What are my payment choices?

It may depend on the size of the order, the nature of the business we are selling to, and the location of the customer.  Sore and service customers can pay with any of the major credit cards, PayPal, Google Pay, SHOP, and Apple Pay.

I need a copy of my receipt/invoice.

All invoices are available when you log into your account.

How will charges from VASCA appear on my credit card bill?

All charges will be attributed to VASCA.

When will my credit appear on my account?

Credits take three to five business days.

Additional Support

How do I contact you?

VASCA Aquarium Supply
1536 W. Todd, Suite A102
Tempe, AZ 85283

Tel: 480.829.8122*
Fax: 480.829.8141

Email: orders@vascaaquariumsupply.com

Hours: 8-4:30, M-F