F.A.Q


REGISTER FOR A CUSTOMER ACCOUNT 


Our website is dedicated to institutional customers who would like to discover our products and services and place orders online. In order to access the pricing and all the site’s features, the creation of a customer account is required.

To activate your customer account, simply send an email to Customer Service info@aquam.com with the following information:  

  • Email subject: Customer account creation 
  • First and last name 
  • Your job title
  • Are you already an Aquam customer, yes or no ? 
  • Are you the only person to place orders for your institution ?
  • Would you like to create access for other members of your team ?
  • The name of your institution, company or club
  • Email address 
  • Phone number 
  • Billing address 
  • Delivery address 

You can also call customer service directly to create a customer account. Your request will be processed by our team.
Following account activation, you will receive a confirmation email inviting you to visit Aquam.com and to reset your default password upon login. You will then be able to access your customer space and place orders online.  


UNDERSTANDING YOUR CUSTOMER SPACE


Your customer space allows you to easily and securely manage your account. Find all in one place a wide range of options and information related to your current and completed orders. List of features:  

  • View your orders in progress 
  • View your quotes 
  • View and download your invoices 
  • Pay your invoices online 
  • View your shipments  
  • View your order history 
  • Change your account settings 


PRODUCT AVAILABILITY


In order to serve you better, some products marketed by Aquam are not available for purchase online.  For products with the following indications, we kindly invite you to contact one of our team members based on the type of product you would like to purchase: 

  • Upon request
  • This product is currently unavailable
  • Please contact our customer service department to place an order 
The products are available while supplies last If you would like to increase quantities or obtain information about the availability of a product, please contact our customer service department by email (info@aquam.com) or by phone at 1 800 935-4878.   

 All products distributed by Aquam Aquatic Specialist Inc. are covered by the manufacturer’s warranty and are the responsibility of the manufacturer. Our customer service personnel can offer guidance regarding your warranty questions. 


PLACE AN ORDER ONLINE 


To place an order online, it is necessary to have an active customer account on the website. By logging in, you will have access to the entire catalogue and the product pricing. In order to provide you with the best service, products requiring the advice of an Aquam expert and custom-made products are not available for online purchase. To order, please contact the specialized services department indicated on the product page of the product you are interested in. This applies to the following categories: 



PAYMENT METHODS 


Payments are made online when you confirm your order at checkout. It is possible to pay by Visa or Mastercard using the PayPal service. 
Customers authorized to pay in net 30 days have several options for making payments:  
  • Online payment via PayPal service 
  • Payment by check 
  • Bank transfer
  • Payment by Visa or Mastercard by contacting customer service  


SHIPPING  


Shipping area

We ship throughout Canada and the United States. The default shipping address is the one associated with your customer account. Please note that it is possible to ship your order to a different address. Simply enter the desired shipping address when ordering.   

Shipping costs (for net 30-day customers)

Shipping costs are calculated and added after your online order has been validated. When your order is shipped, the charges will be added to the invoice, which you can then view and download from your customer space


RETURNS  


All returned products will be inspected by the customer service department. Photos of the merchandise may be required. If you have received damaged equipment, please report it to the shipping company within 24 to 72 hours of receipt; the time frame varies by company.  Keep the original packaging and contact Aquam Aquatic Specialist Inc. to inform us of the situation. For more information regarding the steps to follow, please consult our Return Policy.

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