Support from people who run these tanks.
Every reply comes from someone who keeps reef tanks for real — no phone tree, no script. Most answers are below; everything else goes through the form and comes back within one business day.
Track an order
Tracking emails the moment the label prints. Lost it? Send the order number below.
Start a return
30 days, no restocking fee. The policy in plain language, plus the four-step process.
Size a system
Most gear problems are sizing problems. Free gear list from a reefer.
Buying guides
Lighting, flow, filtration, dosing — how to choose, with the honest trade-offs.
Asked often, answered once
Grouped by the three reasons people actually write in. If yours isn't here, the form below reaches the same team.
Orders & shipping
Where's my order? +
Orders placed before 2 PM ET ship the same business day, and tracking is emailed when the label prints. Standard transit is 3–5 business days in the contiguous US. No tracking email after 24 hours? Check spam first, then send us the order number.
Can I change the address or cancel after ordering? +
If it hasn't shipped yet, yes — and we pack fast, so write immediately with the order number. Once the carrier has it, we can't reroute, but the 30-day return policy covers a misdelivered decision.
Do you ship to Alaska, Hawaii, or internationally? +
AK, HI, and US territories: yes, quoted per order at carrier cost — the $99 free-shipping threshold applies to the contiguous 48 only. International: not currently.
Returns & warranty
How do I return something? +
Email or use the form below with your order number. You'll get an RMA within one business day. Returns are free of fees — you cover the return postage unless the item is defective or we made the mistake, in which case the prepaid label is on us. Full details on the shipping & returns page.
My gear arrived dead or damaged. +
Photos of the unit and the box, plus the order number, to the form below. We send a prepaid label and a replacement ships as soon as the fault is confirmed — usually the day the return scans into the carrier network, not the day it arrives back.
Who handles warranty after the return window? +
We do. Everything carries the manufacturer's warranty and we run the claim for you — one email to us instead of a ticket queue. Keep the order number; it's the only paperwork you need.
Setup & gear
My new pump or skimmer is noisy or not pulling waste. +
Most new gear needs a break-in. A protein skimmer (the device that strips dissolved organics from saltwater) can take a week or two to settle before it produces dark skimmate. Return pumps often hold air on first start — tilt to burp the bubbles out. If it's still off after a couple of weeks, tell us the model and your tank volume in the form and we'll work through it with you.
How do I set up a controller or dosing pump? +
Each controller and dosing pump (the device that meters precise amounts of additives into the tank) ships with the manufacturer's setup guide, and most pair to a phone app in a few minutes. If you hit a wall — calibration, scheduling, or getting a HYDROS or Kamoer unit onto your network — send us the model and we'll point you to the exact step.
How do I make a warranty or RMA claim? +
RMA (return merchandise authorization) is the number that lets us track a return or warranty repair. Email us the order number and a short description — photos help — and you'll have an RMA within one business day. Everything carries the manufacturer's warranty, and we run the claim for you instead of sending you off to a ticket queue.
Will you tell me if I'm buying too much? +
Yes. It's the house rule — if the cheaper part covers your tank, that's the recommendation you'll get. And if your tank's too new for a piece of gear, we'll tell you to wait. Trust is the actual product.
Write to us
One form, one queue, answered by reefers. Include an order number when there is one — it saves a round trip.
In the queue.
You'll hear back within one business day — usually sooner. If it's a defective-item report, the prepaid label email may arrive first.