Shipping Policy

At Aquavista Shop, we are dedicated to bringing the beauty and tranquility of water gardens to enthusiasts worldwide. We understand the importance of receiving your aquatic supplies promptly and in perfect condition. Our Shipping & Returns policy is designed to be transparent and customer-focused, ensuring a seamless experience from checkout to pondside.

Shipping Information

Order Processing

We pride ourselves on swift order processing. All orders are carefully packed and dispatched within 1-2 business days after payment confirmation.

Shipping Methods & Delivery Timeframes

We offer two reliable shipping options to meet your needs:

• Standard Shipping ( $12.95 ): We ship via trusted carriers like DHL or FedEx. Your order will typically arrive within 10-15 business days after shipment.
• Free Shipping: For orders over $50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after shipment.

Please note: These timeframes are estimates and may be affected by factors beyond our control, such as customs processing.

International Shipping

We are happy to ship globally! However, we are currently unable to deliver to Asia and a few remote locations. Please contact us at [email protected] if you have questions about delivery to your region.

Returns & Exchanges

Your satisfaction is our ultimate goal. If you are not completely happy with your purchase, we offer a straightforward returns and exchange process within a 15-day window.

Non-Returnable Products

To ensure the health and safety of our customers and staff, the following products are non-returnable unless they arrive damaged or defective:

• Algae Control Products & Kits
• Algae Treatments
• Aquatic Algaecides
• Aquatic Herbicides
• Aquatic Weed Control Products
• Any opened or used chemicals

Return Conditions

• Items must be unused, in their original packaging, and in resalable condition.
• Proof of purchase (your order number) is required.
• Return shipping costs are the customer’s responsibility, unless the item is incorrect or defective.

How to Initiate a Return or Exchange

Follow these simple steps:

1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return/exchange.
2. Wait for Approval: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions.
3. Ship the Item: Securely package the item, including the RMA number inside the package. Ship it to:
   Aquavista Shop Returns
   1995 Nash Street
   Burr Ridge, US 60527

   We strongly recommend using a trackable shipping method, as we cannot be responsible for return packages lost in transit.

Refund Process

Once we receive and inspect your returned item, we will process your refund within 5 business days.

• Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
• Please allow 7-10 business days for the refund to appear in your account, depending on your payment provider’s processing time.
• Original shipping fees are non-refundable unless the return is a result of our error.

Exchanges

To exchange an item for a different size or product, please follow the return process outlined above. Once we receive the returned item, we will ship the new product to you. Standard shipping fees apply for exchanges.

Damaged or Defective Items

If your item arrives damaged or is defective, please contact us immediately at [email protected]. We will gladly arrange for a replacement or refund at no extra cost to you, including covering return shipping if necessary.