Supplier Portal

 

Our team at Two Tides always strives to make it as easy and quick as possible for every one of our customers to get the accurate information they need BEFORE they buy. This is the purpose of the Supplier Portal.

The information for every brand that Two Tides currently offers is listed here on the Supplier Portal. This information includes:

  • Contact Information
    • Address
    • Phone Number
    • Office (Call) Hours
    • Email Info
  • Company Policies
    • Shipping Policy
    • Return Policy
    • Exchange Policy

If you have any questions pertaining to specific brand names or product models or need help with assembly, please contact the corresponding brand below by either phone call or email and they will be happy to answer your questions!

If there are any questions you have about how to use our site, the services we offer, or how Two Tides can help you, please email info@twotidesaquariumsupply.com and we will aim to respond back to you within the next few hours with all the info you need.

Additionally, if you need help contacting a manufacturer, email us at the email listed above and we will help you find who you need to talk to.

Happy Tanking!

 

 

Contact Information:

 

 

CustomAquariums - Contact Info:

Address: 7260 Commerce Plaza Drive, Neenah, WI 54956

Phone Number: 1 (844) 244-8265

Office (Call) Hours: 8:30AM - 4:00PM CT (Central Time)

Email: Contact us (Two Tides) at info@twotidesaquariumsupply.com and we will get in touch with our representative at CustomAquariums to get your questions answered.

 

 

 

Midwest Tropical - Contact Info:

Address: 3420 West Touhy Avenue, Skokie, Illinois 60076

Phone Number: (800) 775-6764

Office (Call) Hours: 9:00AM - 5:00PM CT (Central Time)

Email: info@midwest-tropical.com

 

 

Pro Clear Aquatic Systems - Contact Info:

Address: 2959 Mercury Road, Jacksonville, FL 32207

Phone Number: (904) 448-6800

Office (Call) Hours: 8:00AM - 4:30PM EDT (Eastern Daylight Time)

Email: admin@pro-clear.com

 

 

NYOS High Level Reefing - Contact Info:

Sourced From: CoralVue Aquarium Products

Address: 38183 Commercial Ct., Slidell, LA 70458

Phone Number: (985) 781-9078

Office (Call) Hours: 9:00AM - 5:00PM CST (Central Standard Time)

Other Contact: https://www.coralvue.com/support/

 

 

 

Shipping, Returns, and Cancellations:

 

 


CustomAquariums - Shipping, Returns, and Cancellations:

Shipping

Lead Times For Aquariums, Stands and Canopies, and Other Large Items

Please keep in mind that ALL products from CustomAquariums as well as many parts used to make the product are made and specifically tailored to each and every order. This results in slightly longer lead times than bulk manufacturers, but an unparalleled difference in precision and craftsmanship that will ensure that these aquariums will function at the highest level for a LIFETIME.

Lead times include time to process the order and manufacture the aquarium, lead time in our production queue, time for the aquarium to cure (several weeks), and shipping/freight time. Essentially, the time from when you order the aquarium to when you receive it at your door is what the lead times are estimating.

Standard Aquarium Lead Times for Orders that Contain Aquariums:

  • **SPECIAL: 30-40 business days (approx. 6-8 weeks, maybe sooner if we have them in stock)*

  • Standard: 40-50 business days (approx. 8-10 weeks)

*Fast Track Aquarium Lead Times for Orders that Contain Aquariums:

  • **SPECIAL: 20-25 Business Days (4-5 weeks, maybe sooner if we have them in stock)*
  • Standard: 30-35 Business Days (5-7 weeks)

*Fast Track Aquarium Shipping will add an additional 15% to the cost of the aquarium, stand, and canopy portion of your order. This puts the order towards the top of the production queue meaning that it will be manufactured quicker without sacrificing any precision or quality engineering. 

**SPECIAL Aquarium Deals are aquarium orders that have a seasonal or time-specified discount applied to them. We will notify for you if your order is Special or Standard. If in doubt, it is safe to assume that orders are Standard.

Please note that the glass tempering process, if selected, will add around 3-7 days to all lead times to ensure that the glass is properly cured/set for construction.

Lead Times For Other Smaller Items

Lead times for standard, smaller items (such as the H2Overflow, Siphon Stopper, Stealthbox, etc.) generally take anywhere from 4-10 business days to ship. If these items are needed earlier, there are other faster shipping options for an extra charge. Contact us at orders@twotidesaquariumsupply.com for more information. 

Warranty

Although products from CustomAquariums are built to last a LIFETIME, Two Tides does offer a few different warranties through CustomAquariums.

Types of Warranties

  • Aquariums 75 gallons or above are subject to a limited lifetime warranty
  • Aquariums under 75 gallons are subject to a 90-day limited warranty

CustomAquariums Tank Warranty Policy

For the aquarium to be found defective the following stipulations must be met:

  • The aquarium must be placed and filled on a level, appropriately sized Majestic® brand aquarium stand manufactured by Lifetime Aquariums® / CustomAquariums.com
  • The aquarium has not been lifted or carried by the frame or while wet or filled with water or any materials such as decorations or substrate
  • The aquarium and aquarium stand may not be altered in any way including drilling additional holes or used for anything other than their original manufactured purpose of typical fish aquarium use
  • Aquarium must not be chipped or damaged, or the silicone altered in any way

Photos may be required to be supplied by the customer to verify these stipulations are met to claim a warranty. If aquariums are chipped upon delivery, this must be claimed immediately in writing on the Bill of Lading and notice must be given to CustomAquariums in writing within 24 hours when receiving the items (Two Tides can help send it to CustomAquariums; email us ASAP at orders@twotidesaquariumsupply.com). Any damage not claimed on the Bill of Lading will be assumed the customers responsibility. Chipping of aquariums and consequences resulting is not covered under any warranty. The warranty applies only to the original owner who purchased the aquarium from Two Tides Aquarium Supply. 

Should the aquarium be found defective, the customer must return the aquarium at their cost to CustomAquariums.com manufacturing facility in Neenah, Wi. The condition it arrives at the Neenah, Wi facility is the condition that will be evaluated for a warranty claim. The aquarium will be either replaced or repaired at the manufacturers discretion. The customer may pick up the aquarium at the manufacturers location without charge, or have the items shipped at the cost of the customer. The cost will consist of freight charges plus crating and labor. This warranty is limited to replacement/repair of the aquarium only. This warranty does NOT cover loss of fish, personal injury, property loss, or other damage arising out of the use of the aquarium.

CustomAquariums Majestic Canopy/Stand Warranty Policy

Majestic® stands and canopies are warrantied for 1 year from manufactures defect and workmanship. For the stand or canopy to be defective, the following stipulations must be met:

  • The stand or canopy must be used on a level floor surface, unaltered including the drilling of additional holes
  • The aquarium canopy / stand must be used in a typical aquarium fish use fashion
  • Aquariums are not warrantied from wear and tear, including fading from the sun, or from water damage, mold, or mildew; It is the customers responsibility to create conditions in which will prevent water damage, mold or mildew
  • Separation of the seams due to improperly removing the canopy and applying excessive force to the joints is not covered under warranty
  • Aquarium canopy / stands are not intended for outdoor use. Outdoor use will void any warranty

Should the Canopy / Stand be found defective, the customer must return the canopy / stand at their cost to CustomAquariums manufacturing facility in Neenah, Wi. The condition it arrives at the Neenah, Wi facility is the condition that will be evaluated for a warranty claim. The stand / canopy will be either replaced or repaired at the manufacturers discretion.

The customer may pick up the stand / canopy at the manufacturers location without charge, or have the items shipped at the cost of the customer. The cost will consist of freight charges plus crating and labor. This warranty is limited to replacement/repair of the canopy / stand only. This warranty does NOT cover loss of fish, personal injury, property loss, or damage arising out of the use of the aquarium.

Aquarium / Hood / Canopy Returns/Cancellations: 

All aquariums, canopies, and stands whether it be special, standard, or custom category, are built to order and can not be returned for any reason. Once an aquarium, canopy, or stand order is in production it may not be canceled for any reason. If the customer wants to cancel an order and the aquarium, canopy, or stand has not been started in production and no special order materials have been ordered or purchased, a full refund will be given. If an aquarium order is canceled during production prior to shipping and the aquarium is an unaltered common package special configuration, a full or partial refund may be given at the discretion of CustomAquariums management; however, this partial or full refund is not guaranteed. 

Damaged / Refused Delivery Aquariums / Stands / Canopies:

It is the customers responsibility to thoroughly inspect all shipments prior to receiving delivery and/or signing the Bill of Lading. This includes opening the lid of the crate and inspecting the items inside prior to accepting shipment regardless of the condition of the crate itself.

Should a customer receive an item with non-repairable damage they are to refuse delivery and clearly document the damage on the Bill of Lading and with digital photographs. CustomAquariums must be notified in writing of the damage with a copy of the Bill of Lading showing the documented damage as well as with digital photos within 24 hours or receiving or refusing the shipment (Two Tides can help send it to CustomAquariums; email us ASAP at orders@twotidesaquariumsupply.com).

Should the damage appear to be repairable and/or able to be remedied through shipping replacement parts, the customer may accept the shipment at their own risk, however they still must notify CustomAquariums in writing via email of the damage within 24 hours with documentation clearly written on the Bill of Lading and with digital photosFor any of the above scenarios, should CustomAquariums be denied damage claim due to insufficient documentation by the customer, the customer is responsible for the costs to remedy the damage.

Steps of Return Process

  1. Make sure that upon delivery you thoroughly inspect the contents of your product packaging (lift the lid of the tank crate if crated) to ensure that all contents are intact and free from scratches, chips, or cracks.
  2. If there are ANY signs of damage, IMMEDIATELY report the damages on the Bill of Lading with the carrier that brought the product.
  3. If the damages are in the form of leaks or cracks due to manufacturer error (as outlined in the Return Policy document), the product can be returned to the CustomAquariums manufacturing facility in Neenah, WI.
  4. The product will be shipped at the customer’s expense. The condition that the product arrives at the Neenah facility will be the condition which will be inspected, and CustomAquariums will repair or replace the item at their discretion. For pickup, the customer may pick up the product from the Neenah facility at no extra charge or have the item shipped back to their door at their own expense. 

The warranty does NOT cover any damage to physical property such as the contents or livestock of the aquarium, damages to the surrounding room or area, or personal injury.

If you would like to request a return that satisfies the conditions in the Return Policy, reach out to us immediately at info@twotidesaquariumsupply.com.

 

 

 

Midwest Tropical - Shipping, Returns, and Cancellations:

Shipping

All of Midwest Tropical’s aquariums are made to order and are shipped to the entire Continental US (excluding Hawaii and Alaska as well as other US owned territories not part of the States).

Products generally ship between 2-3 weeks after the original order date. Shipping transit times can vary, but generally arrive between 2-5 business days after shipment. So in total, please be patient and allow between 2½-4 weeks for your aquarium to arrive safely and in great working condition to your door.

Warranty

If your product arrives and leaks upon filling with water, Two Tides offers a 12 month repair/replacement warranty through Midwest to resolve the issue as quickly as possible. There are a few requirements for this warranty or any returns to be valid:

  1. The aquarium is placed on a level surface in a moisture-proof area which these products are designed for
  2. NOT at all attempted to be moved when filled with water
  3. NOT placed or left outside for any length of time

This warranty covers:

  • Rare leakages due to improper manufacturer construction

This warranty does NOT cover:

  • Scratches on acrylic or breakage of parts due to improper handling
  • Leakages caused by customers attempting to move the aquarium while it contains water

Returns and Exchanges

If you are for any other reason not satisfied with your product, the Two Tides team can attempt to process an exchange for you (at the ultimate discretion of Midwest Tropical) as long as you notify us within 30 days of receiving your product. For exchanges, the customer will be responsible for return shipping charges and a 15% restocking fee.

Cancellations

Our standard cancellation time frame is 48 hours after time of purchase. All orders cancelled after 48 hours are subject to a 15% administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

In almost all cases, cancellation refunds initiated by Two Tides are processed to your bank almost instantly. However, we always throw in a possible processing time of 1-3 business days in case of any extraneous circumstances. This almost never happens, but this window is essentially giving our team the time to sort out the problem in the rare event of a refund not immediately processing.

Once the refund is processed through from us to the bank of the card you used for purchase, that bank will then need to process the refund in order to show the refunded balance on your bank statement. This can take anywhere from 1-5 business days or longer depending on your bank. We recommend you call or visit your bank to check what the processing time will be to receive your refund.

 

 

Pro Clear Aquatic Systems - Shipping, Returns, and Cancellations:

Warranty

Sump Warranty

All Pro Clear sumps purchased through Two Tides include a Limited Lifetime Warranty on defects in manufacturer workmanship such as leaks or cracks. This includes all Red Flex and Freedom Sumps as well as all Premier and Pro Model Wet/Dry Filters. Please note that coverage under warranty can only be granted to the original purchaser.

Tank Warranty

All Pro Clear tank systems purchased through Two Tides include a 5-Year Limited Warranty (with a 1-Year Limited Warranty for lighting systems) on defects in manufacturer workmanship such as leaks or cracks. This includes all Rimless, CAD series, and Acrylic Cylinder aquarium systems. Please note that coverage under warranty can only be granted to the original purchaser.

Warranty Coverage

The Two Tides warranty through Pro Clear Aquatics protects against any leaks that occur during the warranty period due to manufacturer workmanship. If such a leak occurs, a new and fully functional product will be sent out to the customer.

This warranty also covers any small part breakages or failures. If a part happens to break or fail within the warranty period, either replacement parts or an entirely new product will be sent to the customer. Instructions will also be sent to the customer for how to properly and safely install replacement parts.

Photos of damages or failures as well as a throughly detailed explanation may be required to be provided to Two Tides before we can process a warranty claim and send a replacement product. This is especially important in the event of cracks or other more serious damages.

Shipping, Cancellations, and Exchanges 

If a Pro Clear product is purchased before noon on a business day, it is generally shipped out the same day. If a purchase is made after noon on a business day, it is generally shipped out first thing on the next business day. 

Because of this very short order to ship out time frame, cancellations must be made within the first few hours of product order, and FULL refunds, although mostly fulfilled, are not guaranteed (because of labor time, the fact that the product may already be fully packaged, and that shipping arrangements may have already been made). As a general rule, if it has been more than a half to one full business day from the order date or if a tracking number has already been created, then the order is unable to be cancelled. To ensure you get a full refund if you decide to cancel an order, email us ASAP at returns@twotidesaquariumsupply.com.

In general, exchanges are not accepted for Pro Clear products and are not an option under warranty. Replacement products/parts are the usual option to go with.

Warranty Questions

If you have any questions or need clarification on the above mentioned warranty information or need to submit photos and a written explanation of damages/failures, contact us at returns@twotidesaquariumsupply.com. We'd love to hear from you!

Warranty Registration Form

Customer must have filled out the online Warranty Registration Form for Pro Clear (linked below) within 15 days of the original purchase date to be able to claim this warranty. This will grant the customer an Entry ID Number which will be needed if the customer ever decides to file a claim for their warranty.

  • https://www.pro-clear.com/warranty
  • It is strongly recommended that the customer fill out and submit the Warranty Registration Form directly following purchase to ensure there are no issues if a warranty is claimed later. We will send you emails about this to remind you.

Steps to Filing Warranty Claim

  1. Make sure you have filed a Warranty Registration Form online (linked above). Note that if this form is not completed and submitted within 15 days of purchase, the warranty will NOT be eligible. This form will provide you with an Entry ID Number. Once this Entry ID Number is distributed, the Lifetime Warranty is then in effect.
  2. Email admin@pro-clear.com. Provide a brief explanation of the issue with your item. Some examples may be, “The product/package was damaged when I received it (and what types of damages)”; “The product doesn't work properly/as advertised”; “Parts were missing”; etc. Your email should include the following information:
    • Name:
    • Address:
    • Contact #:
    • Email:
    • Product name & item #:
    • Entry ID# (provided at warranty registration)
  1. From there, a representative from Pro Clear will be in contact with you to walk you through the rest of the process.

Keep in mind that all warranty claims are at the discretion of Pro Clear Aquatics. If you file a warranty claim, that is not a guarantee that it will be accepted.

As always, if you need any clarification or if there’s anything else we can help you with, please don’t hesitate to reach out to us at info@twotidesaquariumsupply.com.

 

 

 

NYOS High Level Reefing - Shipping, Returns, and Cancellations:

All NYOS products are sourced from CoralVue Aquarium Products in Slidell, LA. CoralVue has the following policies in regards to warranties, shipping, and returns:

Warranty

Terms and Conditions of Warranty 

All NYOS products contain a 1 Year Limited Warranty after date of purchase against material defects and assembly errors.

For being granted the warranty, the device must be submitted  with all necessary parts and together in a single common container with the completed warranty form and sales slip.

All product warranty is under the discretion of CoralVue Aquarium Products.

CoralVue reserves the right to void any warranty if improper use of the product is found; such as water damage, saltwater corrosion, salt creep, excessive heat due to improper installation, electrical surge, power failure, and improper maintenance. CoralVue reserves the right to void any warranty if improper modifications are made to any skimmer pumps. Neither Two Tides Aquarium Supply or CoralVue in any way covers personal injury, personal loss, or damages associated with the use of these products.

Returns and Replacements

All warranty repairs are performed by CoralVue.  If you have an issue with a NYOS product, either contact us at returns@twotidesaquariumsupply.com so we can help walk you through the process, or submit a support ticket at www.coralvue.com/support to provide a claim. If a return is required, a Return Merchandise Authorization number will be issued to the ticket. Please do not return a product without an RMA number.

Product replacements are done at the discretion of the support representative or technician. If a product is deemed defective and replacement is needed, the product will be replaced with an equal product. In the event the product is no longer available, CoralVue will provide the customer a product of similar specifications and performance.

Exchanges

Exchanges are not generally accepted with NYOS products (as a replacement item is usually sent upon original product defect). However, in extraneous circumstances, exchange products may be optional. Contact us at returns@twotidesaquariumsupply.com and we would be happy to clarify things for you.

Cancellations

Our standard cancellation time frame is 48 hours after time of purchase. All orders cancelled after 48 hours are subject to a 15% administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

In almost all cases, cancellation refunds initiated by Two Tides are processed to your bank almost instantly. However, we always throw in a possible processing time of 1-3 business days in case of any extraneous circumstances. This almost never happens, but this window is essentially giving our team the time to sort out the problem in the rare event of a refund not immediately processing.

Once the refund is processed through from us to the bank of the card you used for purchase, that bank will then need to process the refund in order to show the refunded balance on your bank statement. This can take anywhere from 1-5 business days or longer depending on your bank. We recommend you call or visit your bank to check what the processing time will be to receive your refund.

Shipping Return Items

Please package the returned product with peanuts, bubble wrap or other reputable proper packing material. Also include proof of purchase, a note stating the problem and provide your return address information. Once CoralVue receives the product, they will repair or replace it and will work with Two Tides to send it back to you in a timely manner. All items are returned via Fedex Ground or US Post Office. If you would like it overnight or second day please request expedited shipping pricing through your support ticket.

Please send the product to:

CoralVue
Attn: Returns
38183 Commercial Ct.
Slidell, LA 70458

Please make sure your return address and RMA number is on the box.

PLEASE NOTE: Product warranty is for NEW, UNUSED items only. 
OPEN BOX DEALS do not apply and are voided of manufacturer warranty.

Shipping

All orders from CoralVue are shipped via FedEx or USPS and are re-packaged in heavy duty packaging to ensure your products arrive in top condition. We will email the tracking number along with a copy of the invoice once it has been processed. Most orders have a 3-5 day processing time.

In the event of a back order, we will contact you via email and/or phone to inform you of the back order, and we can figure out how you would best like to move forward. Shipping charges vary with the size of the order and customer location.

Typically CoralVue ships with FedEx Ground service unless otherwise requested. Signature service is required ONLY on high value shipments or if requested by the customer. Normally we do NOT require signatures on Ground packages. For large freight shipments we use Fedex Freight.

Damaged Shipments

All damages must be reported to both Two Tides Aquarium Supply (orders@twotidesaquariumsupply.com) and to the CoralVue office WITHIN 48 hours of receipt. Please email or call both Two Tides and CoralVue to notify of any damaged products that you receive. Failure to adhere to this requirement may result in denial of credit. Please be sure that you have received all cartons you are signing for and that none are damaged before successfully receiving your shipment.

Stolen Packages

Here are the steps to take if your package is stolen: 

  • Search everywhere. Look behind and under objects, check with neighbors, your apartment office, and previous addresses for your package. 
  • Locate the tracking number. Pull up the tracking details and ensure the package was indeed delivered, and where the package was left. 
  • Reach out to us at Two Tides or the helpful team at CoralVue to file a report or claim. 
  • Wait 36 hours after the expected delivery in case it turns up.
  • Contact the shipping carrier. They can also work with us directly on the matter.
  • File a police report. Call the non-emergency line and give as many details as possible, including photos and video if you have a security camera.

ALL "Stolen Package" claims submitted to CoralVue MUST INCLUDE a copy of the police report. 

Returns

Return Rules

  • Eligible returns must be shipped at customer’s expense.  
  • You must have an RMA# to return the item. 
  • To obtain an RMA#, please submit a ticket at www.coralvue.com/support and include a copy of the original receipt from the order of the product. No returns will be accepted without a copy of the paid receipt.
  • Please ship the elegible items(s) first class, prepaid, and insured to:

CoralVue
Returns Department [RMA#]
38183 Commercial Ct.
Slidell, LA 70458

  • Products must be unused and in good condition with the original packaging and documentation attached.
  • All accepted returns to be refunded will be refunded in the original form of payment.
  • Shipping and handling costs, gift box costs and other charges are non-refundable.
  • All returns are subject to a 20% restocking fee. However, returns that meet the warranty requirements do not contain a restocking fee. 

Return Restrictions

  • In the case of items damaged during shipment, please contact the CoralVue customer care team immediately at www.coralvue.com/support

    Receiving Credit for Your Return

    • You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return. Your refund will include the cost of the item, plus any applicable sales tax, less 10% restocking fee if applicable, less the cost of return shipping if applicable.
    • Sorry, shipping and handling costs are non-refundable.
    • Gifting and gift card/special offer charges are non-refundable.

    Damaged or Defective Items

    • In the case of items damaged during shipment, please immediately contact the CoralVue customer care team immediately at www.coralvue.com/support.

       

       

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