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 • Shipping Policy • What are your shipping rates? • Lost Packages • Damaged Packages and/or Damaged Items • When will my order ship? Returns • What is your Return Policy? • How do I return my product? International Shipping • We do not ship internationally at this time. 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 • 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. Pricing and Billing • 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 Price Guarantee (Kate Aspen Products) • Privacy Policy • Security Additional Support • How do I contact you?