SHIPPING & DELIVERY
Q: What are your shipping options and rates for the US? A: We offer three convenient shipping tiers within the United States to ensure your new tank decorations arrive safely and promptly at your doorstep:
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Free Shipping (7-14 business days): $0
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Standard Shipping (7-14 business days): $10
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Express Shipping (3-6 business days): $20
Q: When will my order be processed? A: Orders are processed within 1-3 business days (excluding weekends and holidays). Since aquarium decor can range from fragile resin castles to heavy natural stones, we take extra time to thoroughly inspect and wrap each piece in multi-layered, shockproof foam and reinforced boxing to prevent any breaking during transit. You will receive a tracking confirmation email as soon as your package leaves our facility.
Q: Can I track my package? A: Absolutely! Once your package ships, we will send you an email containing a tracking number and a link so you can follow your order's journey directly to your home.
ORDERS & PAYMENTS
Q: Can I change or cancel my order? A: To ensure fast delivery, we process orders very quickly. If you need to make any changes to your shipping address, item choice, or wish to cancel your order, please contact us at [Your Support Email] within 12 hours of placing it.
Q: What payment methods do you accept? A: We accept all major credit cards (Visa, MasterCard, American Express, Discover), as well as Apple Pay, Google Pay, and PayPal.
RETURNS & FRAGILE BREAKAGE POLICY
Q: What is your return policy? A: We want you to absolutely fall in love with your tank's new look! If a decoration doesn't fit your layout or tank size exactly how you imagined, you can return your unused, unwashed items in their original factory packaging and protective foam blocks within 30 days of delivery for a full refund.
Q: My ornament arrived cracked or broken. What should I do? A: While we pack our items with extreme care using fragile-safe padding, rough transit handling can occasionally happen. Please do not worry, your purchase is 100% covered. Take a quick photo of the damaged item along with the shipping label on the box, and contact us immediately at [Your Support Email]. We will arrange a free replacement or a full refund right away.
PRODUCT & AQUARIUM SAFETY CARE
Q: Do I need to clean the decorations before putting them into my aquarium? A: Yes, we highly recommend a gentle rinse! Before adding any new decor to your tank, rinse it thoroughly under warm, clean tap water to remove any dust accumulated during packing and shipping. Never use soap, detergents, or bleach, as these chemical residues are highly toxic and lethal to fish and shrimp.
Q: Will your decorations alter my tank's pH water parameters? A: No. All resin ornaments and synthetic decorations at AstralHollow are strictly engineered from inert materials that are completely water-stable and pH-neutral. If you purchase our natural driftwoods or specific aquascaping stones, please refer to their individual product descriptions, as natural items can naturally release mild tannins or safely interact with water hardness.