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HomeCustomer Service

Customer Service





Contact:


TRUVU Aquariums
Aqua Plex Products Inc.
251 E. Chilton Dr.
Chandler, AZ 85225



Phone (510) 487-1133
Fax (510) 487-6491


Payment



All TRUVU Aquariums and Filters are hand crafted and made to order. All orders require 50% deposit prior to construction. The balance and shipping fees must be paid in full prior to shipment. We accept the following forms of payment: Visa and Mastercard. When paying with a credit card we require your "Bill To" address match the address your credit card statement is mailed to. Discrepancy between the two addresses may delay your order processing.





Sales Tax



As required by law we charge sales tax on shipments within the state of Arizona.



Sales Area



We sell and ship within the United States. We do not sell or ship Internationally.



Shipping



Larger items such as aquariums over 40 Gal. require shipping via common carrier (trucking).


Please contact us for current lead times as they vary based on order volume in house at the time. Items within the size requirements of UPS/Fed Ex will be shipped this way. Larger items that require common carrier trucking require a custom shipping quote. These common carrier items will be shipped as curbside service. (They will not deliver inside your location)


Important please read for receiving product


Every TRUVU product, shipped out of our factory, is checked by a supervisor and packer. When merchandise is picked up, by the shipping company, the general condition of the packaging is inspected by the driver. The driver signs for the merchandise, thereby releasing TRUVU from further liability for the merchandise. Although damage, incurred in shipping, is uncommon, you must know the proper procedures and your rights if damage does occur.



1.Inspect your order for obvious external damage of the packaging material. If there is damage to the packaging make note of it on the bill of lading , prior to signing the delivery receipt! If possible please take a photo of the shipment and send it to us. Open shipment as soon as possible. If there is hidden damage to the product please contact us right away and we will start a claim with the trucking company. Please take a photo and forward it to us to aid in the claim.



The shipping company, entrusted with your merchandise, is responsible for damages or loss; however, you waive that liability when you sign for and accept delivery without making note of damage. Don’t be rushed or intimidated by a driver who insists you sign before inspecting the package for damage. Remember the shipper, not TRUVU, is responsible for delivery of your merchandise.



2. Damage



Have the driver note the damage on the Bill of Lading, file a damage claim with the carrier and report the damage to TRUVU, at once!



3. Third party receiver



When you allow a neighbor, relative or contractor to sign for your TRUVU product, and they fail to inspect it and note damage, you lose the rights you would have had if you had inspected and signed for the merchandise yourself.



Limited Lifetime Product Warranty



Products manufactured by Aqua Plex Products Inc. / TRUVU Aquariums carry a lifetime warranty against leakage. Third party products distributed by Aqua Plex Products Inc./TRUVU Aquariums or included within our products are covered by that manufacturers warranty. Those third party warranties must be presented to their respectful companies.



"TRUVU Limited Lifetime Warranty"



Please read carefully and keep your original Invoice as proof of purchase.



Your TRUVU brand aquarium is constructed with the finest acrylic plastic available to ensure durability and service. In the event your TRUVU brand aquarium leaks due to faulty workmanship any time from the date of purchase Aqua Plex Products Inc. will repair or replace the unit free of charge, at our discretion, subject to the following conditions.



Failure of the aquarium must be the result of manufactures defect and not due to improper use or malicious damage. Failure to provide full and solid basal support for the bottom of the aquarium and/or use of stands supporting only the perimeter of the aquarium constitutes improper use and TRUVU will not be held responsible for damage incurred thereby.



Modification, addition or other change to the aquarium by purchaser shall void this warranty. Cosmetic damage to the surface of the aquarium IS NOT covered by our warranty. The liability of the company is to the original purchaser, under the terms of this warranty liability is limited to the replacement value of the aquarium and the company shall not be liable for the replacement of costs of flora or fauna damaged thereby or any other consequential damages. Furthermore, Aqua Plex Products Inc. shall not be held liable for removal, reinstallation, shipping or others costs incurred obtaining warranty repair or replacement.



The attached warranty card must be properly filled out and returned to Aqua Plex products Inc. within fifteen (15) days from purchase date for warranty to be in effect. You may also register your warranty online at www.truvuaquariums.com.



Return of the attached card or online registration is a condition precedent to warranty coverage.



Upon discovery of the failure, the aquarium must be promptly returned to the dealer where purchased, or forwarded pre-paid to Aqua Plex Products Inc.. Our company will repair or replace the unit within fifteen (15) days from the time the unit is received by Aqua Plex Products Inc. This warranty gives you specific legal rights. You also have implied warranty rights."



Proof of purchase from an authorized TRUVU dealer must be provided when making a warranty claim.


Metal Halide lighting: With the popularity of "Reef" aquariums many different types of lighting have been introduced over the last few years. One such type of lighting is Metal Halide. Although most types of Metal Halide lights are safe for use it is not recommended to use Metal Halide lights that produce light in the wavelengths below 400 nanometers. Light below 400 nanometers has been proven in tests** to be destructive to organic material. Since acrylic and all plastics are organic materials this applies to aquariums as well. Any damage to your TRUVU acrylic aquarium from use with Metal Halide lighting is not covered in the warranty. Please select a Metal Halide light that produces light above 400 nanometers or consider the very popular "Compact Fluorescent", T-5 or LED lighting.




Return Policy



Distributed products sold on our site will be subject to a 20% restocking fee. TRUVU Custom aquariums, TRUVU standard aquariums and TRUVU filtration are built to order are not returnable. Returnable distribution items must be returned within 30 days of original purchase and in original packaging and in unused original condition. These items must be shipped prepaid freight, accompanied by a return authorization number (RAN). This number must be obtained prior to returning the item. Items returned without an RAN will not be accepted. Original shipping charges will not be refunded.


INSPECT ALL SHIPMENTS UPON ARRIVAL. CLAIMS MUST BE MADE IMMEDIATELY WITH THE CARRIER. ACCEPTING MERCHANDISE WITH OBVIOUS SIGNS OF DAMAGE (TORN PACKAGING, BROKEN STRAPPING OR DAMAGED PALLETS) MAY FORFEIT YOUR RIGHTS TO BE COMPENSATED FOR DAMAGES.



CUSTOM BUILT AND BUILT TO ORDER ITEMS SUCH AS AQUARIUMS AND FILTRATION PRODUCTS MAY NOT BE CANCELED, RETURNED OR CHANGED ONCE THE ITEM HAS BEEN ENTERED INTO PRODUCTION.



Privacy Policy



This site is hosted by Yahoo! Store. Yahoo! hosts the store pages, ordering system, and order data. Yahoo! automatically collects order information but may only use this information in the aggregate. If you accessed this store through Yahoo! Shopping, Yahoo! also automatically collects information about your shopping experience. Please see the Yahoo Privacy Policy for more information about how Yahoo! uses this information.

Special Discount and Info. mailing list

Aqua Plex Products Inc./ TRUVU Aquariums has a firm commitment to your privacy while visiting our web site.  Aqua Plex Products Inc. / TRUVU Aquariums will take appropriate steps to protect the privacy of the information you share with us.

When you sign up for our special offers and discounts or place an online order, Aqua Plex Products Inc./ TRUVU Aquariums will use the information to notify you of any special offers or discounts available to web site users.  Additionally Aqua Plex Products Inc./ TRUVU Aquariums  may provide mailings about new products, news and product features.  All information you share with us is used to provide you with special discounts and information.  We do not share this information with any third party.

Telephone numbers collected on forms throughout the site are are used solely for the purpose of verifying requests made on-line.

At any time you may contact Aqua Plex Products Inc./ TRUVU Aquariums and request to be removed from our mailing list.




legal - Terms of Use


Welcome to the TRUVU Aquariums website we thank you for visiting. We ask that you review the following basic terms that govern the use of the site and the purchasing of products from our site. By using TRUVU Aquariums website you agree to follow and be bound by these terms. These terms may be changed from time to time and your use of the site following any such changes shall confirm your agreement to follow and be bound by the terms as modified.



Content



All of the content on TRUVU Aquariums website including product images, trademarks, illustrations, designs, icons, photographs, artwork, images, and any video and/or audio materials are copyrights, trademarks, and other intellectual property owned, controlled, exclusively by Aqua Plex Products, Inc.


The contents of TRUVU Aquariums site is intended for the personal non-commercial (aside from purchases by you from our site) used by visitors to the site. You may not copy, reproduce, publish, transmit, or otherwise use any copyrighted or trademarked materials present on this site without prior written consent. This includes using TRUVU trademarks for metatags, in hidden text or otherwise using the trademarks for the purposes of gaining a higher ranking from search engines. TRUVU Aquariums retains all rights in its copyrights and trademarks, trade names, brand names, and trade dress depicted on this site. You should be aware that Aqua Plex Products Inc. will aggressively enforce all these intellectual property rights in the content.



Linking



Links may be established on TRUVU Aquariums website to those owned by third parties. TRUVU Aquariums does not control any such third party websites and is not responsible for any damages you may suffer from using such third party sites. Linking to TRUVU Aquariums website is prohibited without TRUVU Aquariums prior written consent.



Revisions



TRUVU Aquariums reserves the right, at its sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time. It is your responsibility to check these Terms of Use periodically for changes. Your continued use of the Site following the posting of changes will mean that you accept and agree to the changes.



Feedback



Any comments or feedback submitted by users of the website shall be and remain the property of TRUVU Aquariums. TRUVU Aquariums is under no obligation to pay for or respond to any such comments or feedback provided by users.



Disclaimer



The contents of the TRUVU Aquariums website are provided on an as is basis, without warranty of any kind, neither expressed or implied. You use TRUVU Aquariums site at your own risk and you assume all responsibility. TRUVU Aquariums will not be responsible for any damages you may suffer as a result of your use from this site. BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.



Indemnity



You agree to indemnify and hold TRUVU Aquariums/Aqua Plex Products Inc., its officers, directors, shareholders, predecessors, successors in interest, employees, agents, subsidiaries and affiliates, harmless from any demands, loss, liability, claims or expenses (including attorneys’ fees), made against TRUVU Aquariums/Aqua Plex Products Inc. by any third party due to or arising out of or in connection with your use of the Site.



Controlling Law



This site is controlled and operated by TRUVU Aquariums located in Chandler, AZ. These terms of use shall be construed in accordance with the laws of the state of Arizona without regard to any Conflict of Law Provision. Any dispute arising under these Terms of Use shall be subject to the exclusive jurisdiction of any State or Federal Court located in Maricopa County, Arizona.




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