What we do with your information:
Creative Aquariums will not rent, sell, or share any of your personal information that you provide us through our website, e-mail, or postal mail.  We will only use your information to send updates about your order.

How we Protect your information: Creative Aquariums uses Paypal’s SSL (Secure Socket Layer) encryption when transmitting sensitive information. An icon resembling a padlock is displayed on the bottom of most browsers window during SSL transactions that involve credit cards and other forms of payment.

Shipping Policy
Shipping Costs: If you need to find out how much shipping will cost on your order, please put all of the items that you plan on ordering in your shopping cart. Once you click on the checkout button, you will be prompted to enter your shipping address. You will receive a shipping quote on the next page based on what shipping option you chose. Please keep in mind that you will not be asked to enter any of your billing information until we give you a shipping quote.

Shipping Options: We currently offer Standard shipping, which will be sent out either FedEx or USPS and may take up to 6 business days after shipping in order for you to receive the package.  We do not accept PO Box addresses at this time but exceptions are made for APO addresses.

Currently, we do not ship to Canada. All shipments to PR, HI, AK or APO address will be shipped via USPS and can take 2 or more weeks to be delivered.

Damaged Shipments: We try our best to prevent damage to all packages during transit by packing each order carefully.  Unfortunately, there will be the occasional damaged shipment.  In this case, please hold onto all of the packaging and contact us immediately.  Please make sure that you do not discard part of the package.  Carefully describe the condition of the packaging material and the ordered items.  A representative of the shipping company may pick up the package from your location in order to inspect the damage.  Because we insure all of our packages, we will try our best to replace the damaged items for you as soon as possible.

Undeliverable or Refused Shipments: Packages will be shipped back to us if the customer either refuses the package, is not available for several days for delivery, or if the address entered is either incorrect or incomplete.  In this case, the customer will be responsible for all shipping charges.  If the customer chooses not to have the item reshipped, they will be subject to a 20% restocking fee before they are credited back for the items.  Once the order is shipped, it may not be refused due to delays in shipping or order processing.

Defective Items: Please look over the warranty on the products that you purchase from us.  You will want to contact the manufacturer first.  Most manufacturers prefer to deal with customers directly when there are defective items.  This allows them to inspect the product and take proper action.  If you are having trouble with a product, their trained staff may also be able to help you with the product without having to send it back to them.

Return Policy

Before you return a product to us, you must first contact us at accounts@creativeaquarium.com to receive a Returned Merchandise Authorization (RMA) number which must be written clearly on the outside of the box that your order is returned in. Please make sure to contact us before you ship anything back. Returns without an RMA number will be charged a 15% restocking fee in addition to the actual shipping cost incurred by Creative Aquariums at the time of initial shipment. 

**Note – All returns for non-defective items will be charged a 15% restocking fee**

Terms and Conditions:

In order for us to authorize a return, it must meet the following requirements:

• All products must be in their original packaging material

• All of the original parts, accessories, instructions manuals, paperwork, etc. is present.

• Returns must be requested within the first 30 days after the date of purchase

• Aquarium pumps, filters, heaters, and other submersible aquarium equipment must not have been used or submerged.

• Unfortunately we do not accept returns for any of our books at this time.

PLEASE NOTE: We do not accept 'customer choice' returns for light bulbs. Unfortunately, due to the high risk of light bulbs being damaged in transit,we will not authorize a return for a bulb unless it is defective or damaged.

All non-defective returns must be in new, resalable condition (at our discretion) with all manuals, instructions, enclosures and blank warranty cards intact. A 15% restocking fee will be charged for all non-defective returns and a larger restocking fee may be charged if the returned merchandise is not resalable (for example; a tamper-proof seal is broken, the packaging is damaged, the product is scratched, a manual or pertinent parts/paperwork is missing, etc.) Customers are responsible for all shipping charges on non-defective returns. This is analogous to paying for gas to drive a product back to the store you purchased it from. Packages that are shipped to us “COD” or “Postage Due” will be refused.

Packages refused by the customer will be restocked with a 20% fee deducted from the refund. In addition, any postage due or brokerage fees associated with recovering a refused package will be deducted from the refund.

Authorized returns will be processed within 7 business days of when they are delivered ("business days" excludes weekends, holidays and the day the package is delivered). Unauthorized returns, refused packages and undeliverable packages can take up to 3 weeks to be processed and may be refused, returned to you at your expense, or restocked with a 20% restocking fee. If your return has not been processed within the specified time then please email accounts@creativeaquarium.com

Return Address: Creative Aquariums
Returns Dept. 
18 Brookside Dr. 
Feasterville-Trevose, PA 19053

Return Shipping instructions:
All returned items should be packed in the same manner as they were originally shipped to you. Please write your RMA number clearly on the outside of the shipping container (do not mark the product box) or on the shipping label. You are free to use any carrier that you wish but we recommend UPS because all packages shipped via UPS are automatically insured at $100 free of charge and all packages delivered here by UPS are signed for. If you choose USPS we strongly suggest that you purchase Insurance and Signature Confirmation as we are not responsible for any packages lost or damaged during the return trip. In the event that a package is listed as "Delivered" but cannot be found, only the signature of an Creative Aquariums employee will suffice as proof of delivery to our warehouse.

Delivery problems:
In rare instances, there may be a problem with delivery. Most of the time, this is because the package was delivered to a side entrance instead of the main entrance and the customer is unable to locate the package. If you believe the package was not delivered to your address or have any other similar problems, please contact us within 5 days of when the package was supposed to arrive. Any longer delays may seriously hinder our investigation.

Other Considerations 
We try our best to provide you with as much information about our products as possible. However, please be aware that product images may not be exact; they may be from a previous model or similar type. Prices, products, availability and offers are subject to change without notice. Creative Aquariums is not responsible for graphical display or typographical errors.