Location: United States
Shipping Locations: United States,
Ro's Aquatics is a small East Tennessee business. We sell aquatic animals, plants, and aquarium accessories.
We have a YouTube channel where we post informative and fun videos. We also post videos on YouTube about EVERY product we sell.
AS OF JAN 2021, WE ARE CURRENTLY ASKING ALL CUSTOMERS WHO LIVE IN A WEST COAST STATE AND NEIGHBORING WEST COAST STATES TO USE OUR TRANS-SHIPPER OPTION FOR SHIPPING DURING THE COVID PANDEMIC DUE TO INCREASING DELAYS.
AS OF 03/01/2020 WE HAVE SUSPENDED LIVE ARRIVAL GUARANTEE ON ALL PACKAGES UNTIL FURTHER NOTICE.
We are active in the aquarium hobby community, and attend aquatic conventions, and events. We offer discounts to our customers such as,
free shipping on orders of $200 or more. Available at checkout. We also offer a 10% discount on orders $100.00-150.00. A 15% discount with 15% off of shipping costs on orders of $151.00-200.00, and 20% discount with free shipping on orders $201.00-or more. If you would like to take advantage of these discounts, you will find the discount codes in my store policies section. Misuse and abuse of discount codes on orders other than the $ dollar amount they are intended for will result in an IMMEDIATE AND PERMANENT BAN, AND ONLY A PARTIAL REFUND OF YOUR MONEY. IT COSTS ME 15% OF THE TOTAL ORDER VALUE EACH TIME I DO A FULL REFUND. I WILL KEEP THAT AMOUNT AND REFUND THE REMAINDER. We also offer a referral discount of 25% off an entire order, and a 50% discount off an entire order for uploading an unboxing video on YouTube. The 25% & 50% discount codes are only available through email. If you want to reach us by phone our number is, 865-264-8360, and our email address is email@example.com
We ship our animals in breather bags, so when you receive your order, unpack your animals, and drip acclimate them in a container such as a small bucket, DO NOT FLOAT BAGS IN AQUARIUM!!!!! Floating fish in aquarium while they are in breather bags will KILL them.
We offer in-store credit only for DOA ( dead on arrival) packages, and lost packages. Refunds are ONLY available if item isn't in stock and available for replacement. We will replace lost or DOA animals at our cost to our customers (shipping not included) and reship them to you,
Our DOA Policy is as follows: must submit a photo of the DOA animal, still in the original bag, no later than one hour after delivery of package. Email photo to firstname.lastname@example.org, along with name and phone number, and we will contact you asap to resolve the issue. We ask that you have your Aquarium setup and ready to receive the livestock that you will receive from us. Shipping is hard on our fish, so they need to have a home ready for them.
We have strict shipping policies and we ask that you be present in order to receive the package so the animals aren't sitting outside in the cold/heat, ultimately resulting in their death very quickly. We cannot give in-store credit/refund to customers who violate our shipping policies.
We only offer in-store credit instead of refunds to address the problems with people taking advantage of us.
We appreciate, and encourage our customers to take a video of the package unboxing, positively representing Ro's Aquatics, and uploading it on YouTube.
We also offer Free shipping on orders of $200 or more.
We ship out orders on Mondays. It usually takes about a week to prepare animals for shipping, you should expect your package anywhere between 7-14 days after you place your order.
If a holiday falls on a Monday, then we will ship your package out the very next Monday. we don't ship on Tuesdays or later due to the issues the postal service has had recently with delayed and lost packages, and we want your animals to arrive healthy and on time, so we don't take any chances.
We ship our packages with UPS and USPS. We ONLY offer a live arrival guarantee with UPS shipping option. (UPS GUARANTEE SUSPENDED UNTIL FURTHER NOTICE)
For USPS priority shipping, however, we cant include our live arrival guarantee, because of the problems that USPS has currently had with delayed and lost packages.
TRANS-SHIPPER OPTION, FOR WEST COAST CUSTOMERS:
As of 03/01/20-2021 we are currently asking all of our customers who live in or near any west coast state to consider a trans-shipping method that we offer, due to the USPS covid19 delays. Or wait to purchase our live stock until the shipping delays are greatly reduced, hopefully by spring/summer 2021.
We do apologize for the inconvenience, however we pride ourselves on excellent customer service, and beautiful and healthy livestock. We choose to be honest and upfront with our customers about the current shipping delays and allow you to make the correct and informed decision that works best for your needs. We didn't become a 5 (FISH) or 5 STAR store by having bad products and bad service. We take pride in our products and customer service and our customer reviews reflect that.
We do have competors who don't offer a live arrival guarantee on any USPS delivery option, as do we, but they fail to properly inform the customer of the current shipping situation, and ship out their order, it gets delayed, fish are dead apon arrival, and the customer was left with dead fish, and without a (LOA/DOD) guarantee.
They were robbed out of their hard earned money. We don't operate that way, we want you to continue to purchase our live stock and products. That's why we put our customers first, we are a honest company. It is very important for a consumer to do proper research on any company they are considering doing business with.
AS OF 03/01/2020 WE ARE NOT offering a live arrival guarantee with any order, with ANY shipping method/carrier until further notice. If you place an order with us, we will send you an email asking you to read and understand, and agree with our shipping policies . If we DON'T get a confirmation email back from you stating that you have read and agreed with our shipping policies, then we will assume that you have read and agree with our policies because if you dont agree with our policies then you wouldnt order from us. We will then ship the order out to you on the following Monday WITH NO LIVE ARRIVAL GUARANTEE. If the order is delayed, stolen, or livestock is dead, or if the customer was expecting a bigger or smaller fish, shrimp, snail, plant, etc... Then we will kindly tell the customer that we are sorry, and inform them that we spend a lot of our time and hard work making detailed descriptions of each item that we sell. We also go an extra mile, to make sure the customer has all the correct and available information on item and know our policies so that they can make a good purchasing decision on any item we carry and policy we have. And explain that we sent you a confirmation email that, again, described the importance of reading our shipping terms and policies, and that we assumed the customer did read our shipping policies and agreed with them. If our apology isn't sufficient enough at that point for our customer to be satisfied, we will then advise them to go back and reread our shipping policies again.
We are VERY, VERY STRICT with our REFUND POLICIES, as IS stated above already. We ONLY give a refund in these following situations:
(1) If we don't or can't ship the order out to the customer.
(2) If customer selected the shipping option that comes with a Live Arrival Guarantee, and the fish didn't arrive alive, and we are out of stock and can't replace it. We will refund cost of dead livestock or grant in store credit.
Because of the covid related shipping delays, we (AS OF 03/01/2020, ARE NOT OFFERING A LIVE ARRIVAL GUARANTEE ON ANY SHIPPING OPTION WITH ANY CARRIER UNTIL FURTHER NOTICE)
(3) If we accidentally sent the customer an incorrect order, or an incorrect item on their order, or sent an incorrect quantity of an item. ( in this situation we send the customer their correct item/s, at no cost and we pay the shipping on said item/s.) Unless we don't have the correct item/s in stock, THEN AND ONLY THEN, we issue a refund. On orders $100-150, please use discount code 10ROS100. On orders $151.00-200.00, please use discount code 15ROS150. On orders $201.00- or more, please use discount code 20ROS200. Please NOTICE IF CUSTOMER ABUSE OR MISUSE ANY OF THE ABOVE DISCOUNT CODES, FOR AN AMOUNT, OTHER THAN THE AMOUNT THEY ARE INTENDED FOR, WILL RESULT IN A IMMEDIATE AND PERMANENT BAN FROM RO'S AQUATICS, AND ONLY A PARTIAL REFUND OF THE FRAUDULENT ORDER, WE KEEP 15% OF THE TOTAL AMOUNT BECAUSE IT COSTS THE COMPANY THAT MUCH EACH TIME WE HAVE TO DO A REFUND.
Our live arrival guarantee means that we guarantee that the livestock will be alive apon arrival, we DON'T guarantee your ablity to keep them alive after you receive them. It is the customer's responsibility to acclimate the livestock properly.
We also include heat packs during the winter, and cool packs during summer, in our packages ( if needed )
Overall Rating: 5.0/5.0