Frequently Asked Questions
FAQs
Absolutely! We can create a one-of-a-kind aquascape based on your preferences. Keep in mind that these are crafted with care in Vietnam, and shipping takes approximately 45 – 60 days.
Our dedicated support team is here to help! Share your dream aquascape with us at admin@dioramaaquascape.com , and we’ll work together to bring it to life. We’re passionate about creating exceptional aquascaping experiences for our customers.
Currently, we don’t have a physical store, so local pickup isn’t available. However, you can easily place your order for delivery through our website.
Currently, we don’t have a physical store, so local pickup isn’t available. However, you can easily place your order for delivery through our website.
No worries! If you encounter an error message during checkout, simply send us a screenshot or describe the issue you’re facing. Our tech team will be happy to troubleshoot and get you back on track.
If you’d like us to expedite the checkout process for this order, please email us admin@dioramaaquascape.com what’s in your cart with a screenshot or list. With this, we can send over a custom invoice with the correct amounts. If this is your first order, please provide the email and shipping addresses associated with the order.
We understand the frustration of finding a desired item unavailable. To get notified when it restocks, simply click the “Email Me When Available” button on the product page (if available). For any other questions or concerns, feel free to contact our team via email at admin@dioramaaquascape.com.
Absolutely! We’re always looking for ways to help you create your dream aquascape at a great price. Here are a few ways to save:
- Subscribe to our Email List: Be the first to know about exclusive discounts, new product launches, and upcoming sales. Sign up on our website today!
- Follow us on Social Media: Stay up-to-date on the latest promotions and giveaways by following us on Instagram and Facebook. We regularly host contests and offer special deals for our followers.
Absolutely! We understand the need for larger quantities, especially for retailers, landscapers, or hobbyists with multiple aquariums. We offer competitive bulk discounts and wholesale pricing on premade hardscapes.
Here’s how to get started:
- Contact our Support Team: For a personalized quote and to discuss your specific needs, simply send an email to support@dioramaaquascape.com. Our friendly and knowledgeable wholesale team will be happy to assist you.
- Minimum Order Quantities: We typically require a minimum order quantity for bulk discounts and wholesale pricing. Please contact us for details on current minimums.
- Volume Discounts: The more you buy, the more you save! We offer tiered pricing structures that reward larger purchases.
We’re always looking to collaborate with creative and enthusiastic aquascapers who share our love for the hobby! If you’re a US resident or have US followers and interested in partnering with us, we’d love to hear from you.
Here’s how to apply:
- Show Us Your Work: Send some photos of your current tanks, along with a glimpse of your future aquascaping plans. Let us see your creativity and passion shine through!
- Connect with Us Online: Share links to your social media accounts where you showcase your aquascaping journey.
- Tell Us About Your Experience: Do you have any existing sponsorships or collaborations? Have you achieved recognition for your aquascaping accomplishments or been featured in publications? Share these details to help us understand your experience and reach.
We’ll review your proposal within a week and get in touch!
By partnering with us, you’ll gain access to exciting opportunities like:
- Exclusive Discounts: Enjoy special discounts on the latest aquascaping supplies to fuel your creativity.
- Product Reviews and Feedback: Help shape the future of aquascaping by providing valuable feedback on our products.
- Community Recognition: Get featured on our social media channels and website, expanding your reach and connecting with fellow aquascapers.
We’re passionate about building a thriving aquascaping community, and we believe collaboration is key! If you’re a dedicated aquascaper with a vision, we encourage you to apply.
Shipping and Tracking Info
Please contact us as soon as possible at [email address removed] with your order number and the correct shipping address. We’ll do our best to update the address before your order ships.
If your order has already shipped:
Unfortunately, address changes after shipment may not be possible. In this case, you’ll need to contact the carrier directly to request a pickup and redelivery.
USPS typically considers a package lost after 14 business days with no tracking updates.
How to File a Lost Package Claim:
- Wait 14 business days after your expected delivery date.
- Send an email to admin@dioramaaquascape.com with your order number.
Once your claim is verified:
We can reship your order or offer a full refund or store credit, based on your preference.
Domestic US orders typically arrive within 6-8 business days.
Yes, we ship internationally! To get a shipping quote, please email us at admin@dioramaaquascape.com with your desired items and shipping address.
Important Note:
International customers are responsible for any additional customs fees or duties that may be applied upon delivery. These fees will be billed to you before your package is delivered.
Return & Exchange
Easy Returns & Exchanges:
We offer hassle-free returns and exchanges within 30 days of delivery.
Conditions for Return:
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- Items must be in new, undamaged condition. They also must be returned in original, protective packaging to ensure your return arrives safe and sound. This ensures a smooth return process and allows us to restock the item for future purchases.
- Damaged items may be subject to a higher restocking fee depending on the extent of the damage.
We want to ensure you’re completely satisfied with your purchase. If you need to make a return, simply follow these steps:
- Contact Us: Reach out to our friendly customer service team by email at Support@dioramaaquascape.com. In your email, please mention your order number and the zip code from your shipping address (found in your order confirmation email).
- Return Preparation: We recommend using the original packaging to ensure your items arrive back safely. Damaged items may be subject to a higher restocking fee depending on the extent of the damage.You may be responsible for purchasing any additional packaging needed.
- Return Shipping: Our customer service team will assist you with your return shipping options, including prepaid labels in some cases.
- Refunds: Refunds are processed once your items are inspected at our warehouse.
- Contact us within 24 hours of delivery if your item arrives damaged.
- Send clear photos or videos showcasing the damage to the shipping box and product via email to [email address removed].
- Our team will review your request and provide you with further instructions.
Important Note:
All return and damage claims are assessed on a case-by-case basis. We reserve the right to offer solutions tailored to each situation.