Find quick answers to your questions below...
Order Status
• Has my order shipped?
• How do I change quantities or cancel an item in my order?
• How do I track my order?
• My order never arrived.
• An item is missing from my shipment.
• I received the wrong product.
• My order arrived damaged.
• The personalization on one of my products was wrong.
• When will my backorder arrive?
Shipping Information
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• Shipping Policy
• What are your shipping rates?
• Lost Packages
• Damaged Packages and/or Damaged Items
• When will my order ship?
Returns
• Can Personalized Items be Returned?
• What is your Return Policy?
• How do I return my product?
International Shipping
• Do you ship to my country?
Ecospheres
• Holiday Delivery Information
• Do you sell the Original Ecosphere?
• How are Ecospheres Shipped?
• What time of day will my Ecosphere Arrive?
• Can my package be left at my door if I am not home?
• Will I be sent a tracking number?
• I ordered an Ecosphere previously and did not have to sign for the package, why has this changed?
• Can I request a specific delivery date?
• Can I return an Ecosphere?
• Can Ecospheres be delivered to Alaska or Hawaii?
• My Ecosphere arrived damaged/leaking.
• The shrimp in my Ecosphere are not moving.
• My Base is missing from my order.
• I am sending an Ecosphere as a gift - can you include a gift card?
• Can I upgrade my unit to a larger one?
• What are the details of the warranty?
• How do I care for an Ecosphere?
Buyer's Guide
• Why Doesn't the Shopping Cart Work?
• How do I find my product?
• How do I navigate the site?
• How do I use a coupon?
My Account
• How do I create an account?
• How do I edit my account information?
• I forgot my password.
Payments
• Debit Cards - Important Information
• Do I have to pay sales tax?
• I have a question regarding a charge on my credit card statement.
• I need a copy of my receipt/invoice.
• When will my credit appear on my account?
• When will my credit card be charged?
Policies
• Privacy Policy
• Return Policy - All Items except Ecospheres
• Return Policy - Ecospheres
• Shipping Policy
• Terms and Conditions
• Order Cancellation/Change Policy
Guarantees
• Low Total Price Guarantee (Kate Aspen Products)
• Privacy Policy
• Security
Additional Support
• How do I contact you?