Aquascape Natural Pond and Lake Bacteria

Shipping Policy

All of the Aquascape items are manufactured and/or stained to order and are considered Special Order

Most of the Aquascape items are shipped within 1-2 days. Some exceptions apply. To get an accurate lead time estimate for any particular item, please feel free to contact customer service at sales@aquascape-usa.com.

All of the items weighing over 150 lbs (or greater than 20 cu.ft.) are shipped via residential truck delivery service. The trucking company will deliver your order, securely packed on a wooden pallet, curbside or to your driveway.

Please inspect the items received and note any damages on the delivery documents provided by the delivery driver. If you have discovered damage to your item(s) upon opening the shipment, please let us know immediately, as the carrier might not take responsibility for the damages after 24-48 hours from the drop off time.

For more details, please refer to our full Shipping Policy: https://aquascape-usa.com/policies/shipping-policy.

Return Policy

If you wish to return your order in full or in part after it has been delivered, please notify customer support at sales@aquascape-usa.com within 14 calendar days from the order delivery date.

Please be advised, if you wish to return your order after you have received it, you are liable for both original and return shipping-related costs, as well as a credit card processing fee (3% on the refund amount).

If we cut the item to the size or otherwise customize for your order, we, unfortunately, cannot offer a return/cancellation/refund for such items. These items include, but are not limited to EPDM liner, underlayment, pipe, tubing, wire, aggregates, custom cut sheer descents, items with custom finish or color.

For more details, please refer to our full Shipping Policy: https://aquascape-usa.com/policies/refund-policy.

If your Item arrives damaged/defective or you are not satisfied with your order, please contact our sales team at sales@aquascape-usa.com as soon as possible.