Where are you located?
We are located in Southern California (near Berry St and Imperial Hwy):
775 Columbia St, Brea, CA 92821
What are your office hours?
Our office hours are Monday-Friday 9:00am - 5:00pm Pacific Standard Time.
We are closed holidays and weekends.
How long does it take to ship a package?
We ship orders the same day if it's placed before 3pm Pacific time unless otherwise stated in the product description. You will get a tracking number for your order the next business day. Our warehouse is located in Southern California. The ground shipping time table for UPS is posted below. Our orders are primarily shipped through UPS and occasionally through USPS.
How much is shipping?
Shipping costs can be calculated directly by inputting your order and address and selecting confirm. The exact shipping amount and any applicable taxes will appear on the right-hand side of the screen. The order will NOT be placed until you enter your credit card information and confirm the order.
How can I track my order?
Tracking numbers are usually sent to your email account 1 business day after the order is shipped. Simply click on the link provided and it will connect you to the UPS shipment tracking information or you can go to Order Status / Tracking Order page.
Can I pick-up my order?
Yes, if you would like to pick up your order at our Brea location please select 'Will Call' under the shipping options. If the order is placed before 3 PM the order can be picked up the next day. If you would like to pick it up at a later date, you can specify a pick-up time (within our regular office hours) in the comments section of the order form. At present, the Brea location is the only pick-up location available.
Can I place the order over the phone?
All of our orders are placed on our website. If you are having trouble placing an order on our site or do not have access to the internet, we'd be happy to place the order for you over the phone onto our website during our office hours. Our phone number is (562) 697-9860 or toll free at (888)915-2782 However, in order to ensure all the information provided is correct, phone orders must be read back to the customer and can take much longer than placing the order online. If you have any questions about the security of our website please refer below.
How can I be sure your site is secure?
truAqua.com uses the industry standard, security protocol Secure Sockets Layer (SSL) to encode sensitive information such as credit card numbers, that passes between you and truAqua.com We employ the latest 128-bit encryption technology in all areas of the site which require you to provide your personal or account information. This means that the credit card information you send is encrypted by your computer, and then decrypted on our side, preventing others from accessing your private information in between. So, when using an SSL capable browser, shopping on truAqua.com's web site is perfectly safe. Also, on a secure pages, such as our order form, the lock icon on the bottom of web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, so you know it's secure. Click here to learn more about Secure Sockets Layer (SSL) www.rsasecurity.com.
We take every precaution to protect our users’ information, both online and off-line. All of our users’ information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. Our employees must use password-protected screen-savers when they leave their desk. When they return, they must re-enter their password to re-gain access to your information. Furthermore, ALL employees are kept up-to-date on our security and privacy practices. Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy, and what they can do to ensure our customers’ information is protected. Finally, the servers that we store personally identifiable information on are kept in a secure environment by Yahoo. If you have any questions about the security of our web site, please send an e-mail to firstname.lastname@example.org
What is your return policy?
If you are not completely satisfied with your product within 14 days after its delivery, it is returnable for full refund. Please email rma@truAqua.com for a return authorization number. We will respond to your email within 24 hrs during regular business days. Once receiving the return unit(s), in good condition with all the packaging boxes, we will credit your account. This does not include shipping costs unless it is our service failure. Please ship unit(s) to: 775 Columbia St, Brea, CA 92821
** We are not responsible for goods damaged in return shipping or lost packages so please ensure items are packed securely and insurance is purchased on the item in case it gets lost. Registering the package can also guarantee proof of acceptance.
Do you keep all your items in stock?
Yes, we stock all our items in our newly expanded warehouse and update our inventory daily.
What payment options do I have?
We accept the following credit cards & payments:
Orders placed by check must be mailed to our office (775 Columbia St, BREA, CA, 92821) with a copy of the full order and all shipping details. The order will not be processed until the check is cleared.
What is the warranty on your products?
All our products have a Limited Manufacturer Warranty unless otherwise stated on the site. Please check the product description for extend warranty from different makers. If any product proves defective in materials or workmanship within one year of purchase, we will arrange for repair or replacement, unless otherwise stated in the product description. This warranty does not include damage to the product resulting from negligence, accident, misuse or light bulb replacement in the lighting units. Please retain your dated sales receipt and call 562-697-9860 for a return authorization number and shipping information.
How Soon Do You Ship?
Orders received before 3:00pm Pacific Time will generally ship the same day, otherwise will ship the next business day. Please allow 2-3 days for special order items or Livestock purchases.
What Shipping Methods are Available?
For domestic orders, UPS Next Day Air, UPS 2nd Day Air, UPS 3 Day Select, and UPS Ground. For international orders, USPS Priority Mail.
Does UPS deliver on Saturday?
Normal UPS operation is Monday through Friday. If you wish to have your order delivered on Saturday, there will be additional fees. Please contact our office for further details.