FAQ

Frequently Asked Questions

    We put together a list of our most frequently asked questions to help answer some of the questions you may have! If you need additional assistance or have any other questions, please email us at helpaquafilo@gmail.com. We are happy to answer all questions you may have!

    1 Order & Payment

    • Changing or Cancelling an order

    Because our orders process very quickly once submitted, we are unable to change your address or shipping method or modify or cancel an order that you have already placed.

    • Payment Methods

    Credit Cards- We accept American Express, Mastercard, Visa, Discover,
    Check and U.S. Money Orders. We do not accept Cash or Travelers Checks.

    PayPal - Use any payment method on the growing list of ways to fund a
    PayPal account. Once you have funded your PayPal account, you can use
    our single-click PayPal express feature to speed through checkout.

    •  Order Verification

     An order may be flagged as fraud or need additional verification on our end due to a number of factors. These can include issues with payment, discrepancies between the location where the order was placed and the shipping address, or other irregularities that raise security concerns. To ensure the safety and legitimacy of your purchase, we may reach out to you for additional identification or payment verification. This step is to confirm that you indeed placed the order and to protect you from potential fraud. If this happens with your order, we will reach out to you right away to ensure that the delays are minimal.

    • Currency

    The Currency of product price shown is US dollar.

    2 Shipping & Delivery

    • How much will it cost to ship my order?

    For all domestic orders within the continental United States:

    Orders less than $199 ~ $9.99 Global Shipping

    Order above $199 ~ FREE Global Shipping

    International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.

    • How long will it take for my order to ship?

    All orders are shipped from our warehouse within 5 business days of the order being placed, Shipment will arrive in between 10-30 business days after the shipment date depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.

    • Why is it taking longer than usual for my order to arrive?

    Once the package has been picked up and transferred to the shipping provider, Aquafilo is no longer responsible for other delays that may occur.

    As soon as your order is shipped, you will receive a confirmation email with tracking details. We recommend following your tracking closely to stay informed regarding the whereabouts of your order. If you are on a deadline or a strict timeline, we highly recommend looking into expedited shipping options, as even if you live locally, there are significant delays with ground shipping.

    Please allow up to 4-6 weeks for your shipment to arrive internationally. We do our best to get our packages out as fast as we can!

    However, after your package leaves the Aquafilo headquarters, we have no control over the speed to which it arrives at your doorstep.

    •  Do you offer returns? 

    We do not accept returns or refunds on any products once the product is delivered to the carrier.

    If a product or service offered on the Company Sites is not as described, you may return the item, as specified in Terms of Purchase: https://aquafilo.com/pages/terms-of-purchase

    • Are shipping charges refundable?

    No, they are not.

    • Is there a restocking fee?

    10% restocking fee of order's remount will be incurred. If there is a problem with your item, please reach out to us and we’ll do our best to correct it in a timely manner. Happy customers make for happy crystals!