Our Policies
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As soon as an order is placed, we will be working diligently to package your order carefully to ensure it reaches its destination safely. Please be sure to provide a valid and secure address, as once the package leaves our shop we are not responsible for circumstances out of our control (e.g., incorrect address, stolen packages or lost packages). Processing time has been typically around 3 to 5 business days although it can depend on the size of your order. You should receive an email once your order is shipped with a tracking number if you are signed up for automatic updates. We do not currently expedite orders at this time. If you would like to make any adjustments to your order, please be sure to contact us as soon as possible (within 24 hours of making the order). If you need to reach out to us about an urgent matter regarding your order, please text us at 510-922-0383. We will respond as soon as possible to address any issues prior to sending out the packages. However, we cannot guarantee if it it outside of the 24hr window. Due to the nature of our small business, we have strict policies regarding adjustments or cancellations once we begin working on an order.
For international orders: When checking out, please select your country. This will be the base rate that is charged for shipping to your country. Please be informed there may be additional costs that we may reach out to you for at the time the package is being labeled. Please check out the FAQ page for more details. Should any packages arrive with issues, damages, or missing items please reach out to us directly through our contact form or support@modern-aqua.com so we can make it right! We understand that this can be a big project to set up the cabinet, but please check your products as soon as it arrives to you, so if there are any issues we can address them promptly! Please take a look at our policies for damages if you have any issues with your order!
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All orders are made to order as they come in. Due to the nature of our small business, with each order being incredibly customized and individualized, we have a firm and strict policy of no returns. However if a shipment arrives damaged or with any issues, please contact us immediately with photos to document the shipment and we will be happy to work with you to offer a replacement. It is incredibly hard to work with claims without photos, so we will not be able to proceed with the process of replacements or resolutions without photos. If you find that you received an incorrect item, PLEASE DO NOT remove the film in order to process the return/replacement. If the items are peeled, we are unable to get the products back to us, and we may not be able to provide a return/replacement. We will work with you to send you the appropriate item and send the additional product back to us. We will do our best to accommodate change requests within 24 hours, but cannot guarantee a change can be made depending on where your order is in the fulfillment process. Please reach out to us if you have any questions about our products!
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If you notice any issues with your order, such as damages, please reach out to us at support@modern-aqua.com . We will not be able to proceed with filing a claim or replacements without this information, so your cooperation would be greatly appreciated! Information below is requested by UPS in order to proceed with the claim.
Please email us with the following information:
Your contact information (email and phone number).
Outside of the package: you will need to provide us with photos of the outside of the package (if there is damage to the box, please show the damage clearly).
Damaged Item & Packaging: Clear photos of the damaged item and packing materials. Please show how the item was packaged including the bubble material.
Your cooperation is greatly appreciated and we are determined to resolve any issues with your order as best we can. Claims can be extremely helpful for a small shop like ours as these costs can add up very quickly. Thanks!