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 100% payment prior to construction. 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 will delay your order processing.
Sales Tax
As required by law we charge sales tax on shipments within the state of California.
Sales Area
We sell and ship within the United States. At this time we do not sell or ship Internationally. Orders placed in an area where we have a retail dealer will be referred to that local dealer.
Shipping
Larger items such as aquariums over 40 Gal. require shipping via common carrier (trucking).
Please allow 1 to 2 weeks for shipment. On items that require custom construction please allow 14 to 21 days for shipment. 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. We also take a photo of the finished package. 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 PolicyDistributed 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 PolicyThis 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.
