Free Technical Support
Our technical support staff is comprised of experienced hobbyists who have a ton of experience setting up and caring for a variety of aquarium systems. We can walk you through the installation of your first protein skimmer, explain how to set up a CO2 system for a freshwater planted tank and help you program an aquarium controller. Before sending in your return, we encourage you to contact us
so we can help diagnose your problem. More often than not, a little troubleshooting is all that is required to get your new product up and running. Plus, we love talking shop with our customers.
PetStore.com is an authorized reseller of every product available for sale on our website. That means when you buy aquarium supplies from us, your products are not only backed by our own 60-day return policy, they also carry full factory warranties, where applicable. Some items have a 1-year warranty, others have limited lifetime warranties. Warranty coverage varies from manufacturer to manufacturer, so please read the product description of the item(s) you are considering thoroughly for details or contact us
if you have warranty questions.
Manufacturer Customer Support
A small segment of the 130+ brands we carry require that customers contact them directly if/when problems arise. Don't worry: these companies are among the top aquarium supply manufacturers in the industry. The reason they ask customers to work with them exclusively is because they have stringent quality control standards and their own specially trained technical support teams. These companies will offer customer support and repair or replace defective merchandise. Keep in mind we in no way discourage you from contacting us first. We're happy to help troubleshoot any problems you're experiencing and will only refer you to the manufacturer if absolutely necessary.
Here is the short list of manufacturers that require customers to contact them directly if/when problems arise:
We are very selective about the products we carry and the vendors we forge relationships with. If a manufacturer is unable to satisfy demand for their products or does not provide at least satisfactory customer support, we will not do business with them. If you experience poor customer support from a product manufacturer we work with, we want to know about it
. We have halted product distribution in the past when manufacturers have exhibited patterns of poor service and we are not afraid to do it again. We make these decisions in the best interest of our customers.