Aquaponics USA

Aquaponics USA Customer Service

urbanfarmer@aquaponicsusa.com

760-671-3053

Here at Aquaponics USA our Customers are what it’s all about and we’re nothing without You.  Here’s our definition of a Customer.  You’ve purchased one of our on-line products, or you’re thinking about it; you’ve opted into our Mailing List or you’re thinking about it; you’ve attended one of our Workshops or you’re thinking about it; you’ve attended one of our Tours or you’re thinking about it. No matter where you are in the process, we’re here for YOU. Feel free to call or email with any questions or concerns. We LOVE communicating with our Customers.  Here’s some procedural information to assist you:


PLACING AN ORDER:

Orders can be placed 24 hours a day, 7 days a week on the AQUAPONICS USA website. On-line ordering is straightforward and convenient. You simply click the “ADD TO CART” Button from any product page on the website.  You will be taken to your Shopping Cart where the product description, order number and price are shown. If you wish to keep shopping, click the “Continue Shopping” button.  If you wish to check out, your shipping charges (except for the Family & STEM Food Growing Systems) and tax (if any) will be automatically calculated for you and your total will appear on the page along with a payment form asking you for your credit card information.  Once your card is approved, your Order is confirmed  and the process is complete. You will be able to choose between UPS or Fed Ex shipping companies.  Shipping can be expedited in several different ways from overnight to several days.  It’s all up to you. Once we’ve shipped your Order, your Tracking # will be emailed to you so you can follow it’s progress.


SHIPPING A Family & STEM Food Growing System:

Shipping of our large items like the Family & STEM Food Growing Systems is calculated off-line by us and depends entirely on the Model # and your location.  These items are shipped via Freight, Assembled or Mostly Assembled. If you plan to take your system through a standard doorway, you will need to order it Mostly Assembled. Assembly completion is easy as we provide you with an Assembly Manual and give you as much Tech Support as you require. We will call you with the shipping charges, estimated completion time and arrange for the shipping payment then.  Please note that the completion time we quote will be approximate and will reflect the time needed to build your Order and add any of the Accessories you have chosen like the Automatic Fish Feeder. Some Accessories will be bundled in with your Family & STEM system like an extra Grow Bed or the Automatic Fish Feeder and Stand. Shipping transit times may add one to two weeks to your delivery time depending on the Freight system used and your destination as our carriers take great pride in transporting and delivering your systems safely. Once your Family & STEM Food Growing System has shipped, we’ll email you with the shipping number and an estimated delivery date.  With a standard service, your Family & STEM Food Growing System will be delivered to the front of your home or apartment. You must be present to receive, inspect and sign for your delivery. Please DO NOT arrange to have shipments dropped off when no one is home. When the carrier contacts you, please make note of the company’s name and phone number.  This will be very helpful if you need to contact them for any reason. It is essential that you contact the carrier should you need to reschedule your delivery appointment. When delivery appointments are missed, the shipping company will assess a missed appointment charge.


WHITE GLOVE SHIPPING ARRANGEMENTS:

Some Freight Companies offer (for an extra service fee) special handling of large items which includes taking them to the room or space you designate and unpacking them. The White Glove Service does not include Partial Assembly if that’s necessary.


WHAT TO DO IN CASE OF SHIPPING DAMAGE:

Aquaponics USA takes great pride in packaging our products to ensure safe transport to your home or business. Although these items are packaged carefully, in some instances transit-related damage may occur.  It is imperative that you inspect your order carefully when it arrives.  Take the time to note any damage that may have occurred during shipment.  For example, if the hood on your Halide Grow Light Kit is bent, we want to make that right. Do not sign the shipping documents without recording details of transit damage. If you find your item is damaged, you may choose to refuse delivery.  It would be unusual for the Family & STEM Food Growing System to sustain damage as they are so durable and made of such tough stuff like the polyethylene Fish Tank and the ABS plastic Grow Bed; but check for it anyway. Damages need to be reported to Aquaponics USA at the time of delivery by calling us at (760) 671-3053 or emailing us at urbanfarmer@auqaponicsusa.com. We will not be able to intervene for you with the Freight Company, repair or replace damaged merchandise if it is not thoroughly inspected and documented as described above.  Freight companies are instructed to deliver items during the time frame scheduled with you, our Customer. However, if you find that your Family & STEM Food Growing System was delivered when you were not at home, please do not move the boxes and contact Aquaponics USA for further instructions.


PLACING TELEPHONE ORDERS: (760) 671-3053

Telephone orders can be placed between the hours of 10 AM to 7 PM, Pacific Time, Monday - Saturday.  If we are out of the office or busy helping other Customers, just leave your “I wish to Order” message on our system making sure we have your return phone number so we can call you back to get all the particulars and take your payment over the phone. We realize that people who like using the phone, also like speaking to a real person to place their Order.  We’ll be happy to return your call and answer any questions you may have at that time.


MAKING YOUR PAYMENT:

Presently, Aquaponics USA accepts Master Card, Visa, and American Express.  We will be bringing Pay Pal on-line soon. Personal and cashier’s checks are also accepted, but held for five business days for clearing before shipping.


Checking Order Status:

If you’d like to check the shipping status of your order, you can track it using the Tracking # we provide you in your “Your Order Has Shipped” email. If your Order has not yet shipped; and you’d like to check on its status, just call us at (760) 671-3053 between the hours of 10 AM to 7 PM, Pacific Time, Monday - Saturday.


MAKING A CANCELLATION:

Aquaponics USA works to ship orders as quickly as possible.  For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you need to cancel your order, please email us at urbanfarmer@aquaponicsusa.com or call 760-671-3053 within three business days (3 BUSINESS DAYS) of placing the order; and we will do our best to cancel it. If your order has already shipped, please see our Returns Policy for further instructions. Because we do not stock completed Family & STEM Food Growing Systems and build them when ordered, there will be a 10% Cancellation Fee after three days. This also applies to returned systems.


WARRANTY INFORMATION:

Aquaponics USA offers a Two Year Warranty against manufacturing defects on its Family & STEM Food Growing Systems.  Because the scope and duration of our manufacturers warranties vary on our Accessory items, we encourage you to ask an Aquaponics USA consultant for specific warranty information on products of interest. It is our top priority to choose products that are both well manufactured and safe. We cannot, however, be held liable for any accidents resulting in personal injury that involve products sold on www.aquaponicsusa.com.


ORDERING GIFT CERTIFICATES:

Imagine giving the gift of becoming Food Independent to someone you love.  Aquaponics USA offers Gift Certificates to help you give this priceless gift. Our Gift Certificates are available in $25 increments ranging in value from $25 upwards and will surely delight the lucky recipient.  Please note that Gift Certificates are non-refundable and have no cash value.


NEWSLETTERS AND OTHER EMAIL

COMMUNICATIONS:

Sign up on our Home Page to receive notifications from us regarding the addition of new products, Tour Dates, Events, important Health Information and Health and Personal Freedom Blasts. We are putting out a monthly Newsletter that is full of great information about Aquaponics, our Food System, Health and many other important topics.


TECHNICAL SUPPORT: (Note: The Tech Support phone number is the same as our call in number: (760) 671-3053

We realize many of our Family & STEM Food Growing Systems are being purchased by people who did not even know aquaponics existed before they discovered us--people who have not grown their own food or cultured fish in their past. Urban dwellers who realize it’s time to be self sustainable and Food Independent.  So we are prepared to hold your hands for at least 90 Days. If you need more hand-holding than that, let us know and we’ll do our best to accommodate your needs.  Presently, we’re available for live, one-on-one via phone between the hours of 11 AM - 6 PM Pacific Time, Monday through Saturday. 


RETURNS POLICY:

If you find it necessary to return an item you purchased, you may do so within 30 Days provided you are willing to pay for the shipping and the product is in like-new condition. Upon receipt of the returned product and after inspecting it and finding it to be in pristine condition, we will happily refund 90% of your money. Because we do not stock completed Family & STEM Food Growing Systems and build them when ordered, there will be a 10% Return Fee.

PRIVACY:

We are committed to maintaining your privacy in every aspect of our relationship with you.  Cookies are used on the site to help customers access and track items in their shopping cart.  A cookie is sent to the individual to identify them when they return to the site for the purpose of viewing items left in their shopping cart. 


When registering as a Subscriber, we ask you to provide certain details about yourself  including your name, email address, street address, phone number although only your email address is mandatory. We do this in order to have more than one way to make contact with you should you change your email address and forget to notify us.  We will use this information to notify you of site changes and provide you with valuable offers and information from Aquaponics USA only. All newsletters and promotional emails have an “opt-out” feature.  When you order products, we will also need your billing and shipping information. This information should be as accurate as possible because we will use it for all contact, billing and shipping purposes.


Because our Customers (Subscribers are Customers too) privacy is of the highest priority at Aquaponics USA, we use the most secure transaction software available. All Credit Card Orders are processed on a secure server. Any Credit Card or other personal information you provide Aquaponics USA is protected by encryption using Secure Socket Layer Protocol (SSL). We also have our Trustwave Seal of approval (see the Homepage). Trustwave is a leading provider of information security solutions to organizations throughout the world. Only Aquaponics USA can decrypt this secure information. If you prefer not to place your Order online, we would be happy to take your order by phone.  Just call Customer Service at (760) 671-3053.  See Telephone Orders above for calling hours.


TERMS AND CONDITIONS: 

When you complete the Aquaponics USA Subscription form or place an Order on-line or by phone, you are also agreeing to all of the terms herein. Aquaponics USA may update these terms and will notify you via email, in our monthly Newsletter or in a prominent posting on this Customer Service page. Your continued use of your Aquaponics USA subscription or follow-up orders indicates that you accept any and all changes.  Users who do not subscribe to our Newsletter are encouraged to check this page periodically for any changes.


Our prices may change from time to time (especially given our belief that hyperinflation is quickly coming to our shores). However, we have just made a huge adjustment in the opposite direction. We’re offering more Grow Bed Space for less money per square foot than any of our competitors on the web. But as the cost to produce or offer any of the products you see on this website rise, the sell price will also rise.  This is one of the best reasons for buying your Family & STEM Food Growing System sooner rather than later as our big Summer 2010 New Product Debut is here now. When placing orders, charges reflected in your Shopping Cart, including merchandise prices, are subject to correction in the event of calculation or printing errors. If an unlikely pricing error occurs, Aquaponics USA will contact you before proceeding with your order.


Shipping time frames are based on estimates from our Engineering Dept.  Aquaponics USA reserves the right to amend product information and shipping schedules due to engineering delays, changing conditions and product discontinuations (where other manufacturers are involved). In the event of a shipping delay, Aquaponics USA will notify you promptly and cannot be held responsible for shipping delays beyond estimated delivery times. While the Aquaponics USA team works diligently to insure the safety of all products, we cannot be held liable for accidents resulting in personal injury that involve a product purchased on this site.


COPYRIGHT:

Under US copyright law, no part of this site may be reproduced in any form, stored in a database or retrieval system, or transmitted or distributed in any form by any means, electronic, mechanical photocopying, recording or otherwise, without the prior permission of Aquaponics USA.


THANK YOU:

Please allow us to take another moment of your precious time to say thank you for reading the important details of engaging in business with us and being one of our valued Customers. We so appreciate each and every one of you. Those of you who own Family & STEM Food Growing Systems have undoubtedly become an integral part of our Aquaponics USA family as our Tech Support program makes that inevitable. As we evolve, we imagine annual gatherings of this precious group of forward looking people who understand the importance of being Food Independent themselves and creating a food independent world because Aquaponics USA is not just a business:  IT’S A MOVEMENT!