Will I get a tracking number when my package ships out?
EHEIM will send you a tracking number for your package via e-mail once the package has been shipped. Please make sure you have provided the correct email address when placing your order to ensure its delivery.
How will EHEIM ship my order?
EHEIM uses UPS/Canada Post to ship your product to you. UPS/Canada Post offers the largest delivery service in North America and has one of the largest fleets of aircraft in the world to bring you fast and reliable service.
What happens if an item I order is out of stock?
EHEIM works hard to keep everything we sell well stocked, but due to manufacturing problems or other unforeseen issues we do run out of stock.
If you have ordered an item that is out of stock, and is $10.00 or more, we will automatically back order the item and ship the rest of your order out; the backordered item will be shipped out as soon as we get it in stock.
If the item is under $10.00 we will take the item off the order and ship it out so we do not hold your order from being shipped out.
Does Eheim ship to PO Boxes, APO or FPO addresses?
Currently Eheim and our shipping partner UPS/Canada Post do not service PO Boxes, APO or FPO addresses.
What type of Payments does Eheim Offer?
Eheim accepts PAYPAL, VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER Credit Card. We also accept Money Orders and Purchase Orders from Government and Educational Institutes.
When will my Credit card be charged for the order?
Eheim complies with all financial regulations and only charges your credit card once the order has been shipped. When an order is placed we authorize your credit card for the amount of the order, then hold this amount until the order ships.
I want to add an item I forgot to my order after I placed it, how can I do it?
After an order has been placed we are unable to add products or modify that order due to the authorization attached to the order from the credit card company. We may be able to cancel the order and place a new order with the missing product on it, if the order has not been processed. Please contact us if you need to add or correct an order, we will not be able to insure we can get to the email before your order has been processed.
I placed an order and I need to cancel it.
Please call us right away if you wish to cancel an order, we can cancel an order if it has not been processed. If an order has already been processed you will have to return the package to us once you have received it. Do not return any orders to Eheim without receiving a Return Authorization Number from us; you may receive a Return Authorization Number from one of our Customer Care Representatives via email firstname.lastname@example.org.
Will I be required to sign for my order?
In most cases you will not be required to sign for your order unless a signature is specifically requested. UPS/Canada Post reserves the right to make a delivery without a signature. However, there are some exceptions. If the order is being delivered to an apartment complex or there is not a safe place for the package to be left, the driver may ask for a signature. A signature may also be required if the delivery area you live in has been deemed a "high package theft" area by UPS/Canada Post, then a signature will be required.
How many times will UPS/Canada Post attempt to deliver my order?
UPS/Canada Post will make one to three delivery attempts depending on the carrier. After the first/third failed delivery attempt UPS/Canada Post will mark the package 'Return To Sender'. If that happens, you will be contacted by e-mail and be required to pay for the shipping again if you choose to have your order reshipped. If Eheim is notified of an issue regarding the delivery of your order, we will notify you by e-mail. Please make sure your e-mail address is correct and up to date.
I've just realized that my shipping address is incorrect and my order has been submitted. How do I change the address?
Please contact our customer support immediately. If your order has not been shipped we will do our best to get the address corrected before it leaves. If your order has shipped, we can still change the address but there will be a $12 delivery intercept fee per package charged by UPS/Canada Post. Please have your credit card with you when you call.