FAQ

General Questions
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Last edited on August 2017

When will my order ship?

Once we’ve created a hardscape you love, we will ship within 1 – 2 business days. If you confirm before 12PM PST your order will be processed same day (M-F). If not, your order will be processed the following business day.

We do not ship on holidays or weekends. To avoid delays in shipping, please be sure to provide the correct information, valid name & address. Tracking information will be provided. Kindly allow 24-48 hours for updated tracking information. Please make arrangements to be present for the delivery as we are not responsible for lost and/or stolen packages.


How long does shipping take?

Once shipped, shipping times will vary depending on package destination. In general, shipments take around 7 – 10 business days.


What if I need to make a change to my order?

Please email hello@glassaqua.com with your change request as soon as possible. We’ll be happy to make adjustments as long as your order has not been processed. We’ll make sure to respond as soon as we can.


Do you ship internationally?

Yes, we offer international shipping. International packages are shipped via Fedex and shipping times will vary depending on destination and local postal service. Rates are calculated by weight of package/delivery destination.

PLEASE NOTE: International packages may be subject to customs, duties or other fees that are calculated per country. The customer is responsible for paying any and all customs duties and fees. Unfortunately, Glass Aqua has no control over this. We are not able to mark any international packages as zero value or as gifts to avoid customs duties or fees.

If you have additional questions, please send us an email at hello@glassaqua.com


Do you offer exchanges or returns?

In the event that you are not satisfied with your purchase, please contact us within 48 hours. Items being returned must be in its original state and packaging. We will assess any damage and each return will be handled on a case by case basis. Shipping charges will not be refunded. All returned custom ordered hardscapes will be charged a 15% restocking fee.

If you would like to exchange an item, you will be responsible for shipping the item back and we will send you the desired exchange upon receiving the returned item. Buyer will be responsible for exchange order shipping cost.


Can you help me design a hardscape layout?

Absolutely! Just submit a Custom Hardscape request via the form on this page and we’ll gladly send over a few ideas for you. All we need to know is your tank size and dimensions.


Do you offer wholesale or special pricing for bulk orders?

We do! If you would like to place an order exceeding 75LBS (40+ gallon tank), please send all related inquiries to hello@glassaqua.com and we will respond within 1-2 business days.


Do you have a sponsorship program?

We are currently accepting sponsorship proposals from US residents. If you are interested in being sponsored, please send your proposal to us at hello@glassaqua.com along with the information that is outlined below. We will respond within a week.

Sponsorship proposals must include the following:

  • Photos of current tanks
  • Descriptions of future tanks
  • Links to social media accounts
  • Obligations with other companies or sponsors
  • Aquascaping related accomplishments and/or publications