Terms and Conditions
​Aquatilium - is a family owned and operated business, our sole purpose is to deliver the highest qualitytropical fish. We serve the everyday hobbyist to wholesale accounts. We sell exotic fish from Lakes Malawi, Tanganyika, the Victorian Basin, as well as Central and South American Cichlids and Live bearers. We believe that our passion, pride and attention to detail surpasses what is expected of our customers.
Customer service is professional and recognized by us as the key to successfully meeting our commitments to our customers. Our management team is here to serve our
Customers from the Hours of:
8:00 am to 5:00 pm PST.
Monday through Thursday
9:00am to 2pm PST. Friday.
Our hours of operation are dedicated to our customers giving a sense of personalized service. Our hands on crew is a highly experienced in fish keeping, breeding and shipping with over 60 years’ experience between us.
ORDERING:
1.) Please read our Policies page thoroughly upon placing your order you are concurring to these policies. 2.) Upon placing your order email us directly to order@aquatilium.net with the order and any questions you have regarding your order summarized in one email so that we may answer your questions precisely. A follow up email or call will come from our staff in regards to your order answering these questions. 3.) Regardless of your size order we will place you in cue for assignment of a shipping date and will follow up with an email to confirm this shipping date. If you need to make a change to your shipping date we ask that you please notify us at least 24 hrs. to scheduled shipping date. Note: changes in shipping date may result in rescheduling for the following shipping week. For our customers convenience we have developed a hassle free method of shipping. We want you to just sit back and enjoy yourself while you await your shipment. No tracking number is necessary, our professional staff will issue you a confirmation number along with exact date of delivery. We will also be responsible for tracking your shipment to eliminate lots of unnecessary emails and phone calls to the carrier. We have the shipping accounts and in all cases will be on top of any unforeseen issues in regards to shipping. Once again, we would like you to be advised that any delay or mishandling will be carrier responsibility and in the unlikely case this will occur we will assist in issuing a claim directly with the carrier. We have no control over the exact time of delivery although for your convenience we do have options for delivery times. The standard shipment will be guaranteed before close of business at the location of shipment. 4.) In order for us to be fair consistently to all of our customers All inventory is for sale always. We are in the business of selling fish not holding fish. No order is guaranteed until it is paid for in full. 5.) Special orders are to be made within the date given. This allows our supplier sufficient time to prepare and ship with the care and precision as we expect with our orders. Payment in full or a non- refundable deposit (to be determined by us) is due at the time of placing your order. In the case your order is not available at the time of shipping you will be credited the amount of the order or refunded. This is the only exception to our refund policy. 6.) Accepted forms of payment are CHASE AND CITIBANK QUICKPAY, PAYPAL, VISA,AMEX,MASTERCARD. ** Chase Quickpay customers will receive 4% discount on total purchase** price. 7.) A Minimum order of $250.00 on all air-cargo shipments. 8.) Please email wholesale inquiries along with a copy of your business license and Tax ID 9.) CA state residents are subject to a 8.00% 10.) The guidelines are our base to provide you with exceptional customer service.
SHIPPING:
Live Arrival Guarantee. Is simply what it states. We guarantee delivery of your order alive in the bags when received and box is opened at this point our commitment to you has been met. Once the fish bagsare opened and exposed to your water your order is your responsibility. We are not responsible for your tank conditions or acclimation of your order. We can guarantee that your fish will be in optimal health when packed and selected. We are professionals in the science of packing and can pledge to take every precautionary measure to ensure your order arrives as if it had never left our tanks. We reserve the right to shipping at our discretion considering the best option for the fish. Consignee is responsible for all shipping costs and we offer three methods of shipping. Fed Ex,UPS and Air Cargo. Consignee must receive package on first delivery attempt. Aquatilium under no conditions is responsible for any carrier delay or mishandling of shipment. We will assist in every way possible to file a claim and provide all necessary documents to support claim. Although we do our best to minimize any loss on rare occasions there is DOA. In this case a credit will be applied through future fish purchases only no refunds. Shipping costs are not credited. We must be contacted via email within 2 hours of 1st delivery attempt with pictures of DOA in unopened bag. Shipping charges vary determined by the order and geographical location.
CONTACT US:
We have a dedicated staff who is here to answer all of your questions please direct your questions to the appropriate email in order to ensure a timely response to all of your questions.
For General questions please email us at: info@aquatilium.net
For Questions related to ordering please email us at: order@aquatilium.net ​