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Additional Note
If your pet has an allergy, please let us know through the additional comment in the Cart Section when selecting your plan. We will substitute that treat for something equally tasty.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
MatrixCarbon™ is a truly unique activated carbon. It is formed as a spherical bead for optimum hydrodynamics, and will not pack. It permits maximum water flow and contact with its high density of macroporous binding sites. MatrixCarbon™ has a very low ash content as indicated by its minimal impact on pH. Even when added to distilled water, it does not raise pH above 7.0. While all carbons contain phosphate, regardless of false claims to the contrary, MatrixCarbon™ has the lowest detectable leachable phosphate content of all major carbon brands tested. MatrixCarbon™ outperforms other high grade carbons by at least two-fold when compared for total capacity to remove aquarium organic matter, rate of adsorption, and duration of use. While carbon is generally considered to be a chemical filter, that is not precisely true. It is in fact a mechanical filter as well, but it is only capable of mechanically filtering objects of molecular size. It functions through extremely small cracks and crevices, called macropores and micropores. Microporous carbons remove primarily metals and smaller ions (like trace minerals) and are best suited to air filtration, while macroporous carbons remove primarily larger organic molecules (like nitrogenous waste) and are best suited to water filtration. The ingredients from which a carbon is manufactured determine whether it will be macro- or microporous. Carbons made from coconut shell and other organic products form microporous carbons, while carbons made from bituminous coal form macroporous carbons. MatrixCarbon™ is a bituminous coal-based, macroporous carbon. It is the only spherical carbon on the market, allowing for maximum water flow. It is sized to allow full penetration by water, but not small enough to escape filter bags. All carbons contain phosphate. However, that phosphate DOES NOT come from washing the carbon with phosphoric acid. Most carbons are washed with sulfuric acid. The phosphate is contained in the ash from the carbon source. The main purpose of acid-washing is to remove ash. Because of MatrixCarbon’s™ hydrodynamic properties, more ash is washed from our carbon than any other. Therefore, it has the lowest leachable phosphate on the market.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We can ship virtually to any address within US. Note that there are restrictions on some products.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Order Placement and Confirmation:
When placing your order on our website, select the "Pick Up In-Store" option at checkout. You will receive an email confirmation once your order is successfully placed.
Pickup Notification:
We will notify you via email when your order is ready for pickup. Please wait for this notification before coming to the store.
Pickup Location:
Your order will be available for pickup at our store located at 751 Port America Place suite 420, Grapevine, TX, 76051 . Store hours and contact information can be found on our website.
Pickup Timing:
Your order will typically be ready for pickup within 48 hours of order confirmation unless any other problem arise in which case you will be notified via email. Please wait for the notification before arriving for pickup.
Identification and Confirmation:
When picking up your order, you may be required to provide a valid photo ID and the order confirmation email (digital or printed) for verification.
Authorized Pickup:
If you are unable to pick up the order yourself and wish to designate someone else to pick it up on your behalf, please ensure that they have a copy of the order confirmation email and a copy of your photo ID for verification.
Order Changes:
Any changes to your order, such as modifications or cancellations, must be requested before the designated pickup time. Please contact our customer service for assistance.
Hold Period:
Your order will be held for pickup for 7 days from the time you receive the pickup confirmation notification. After this period, your items may be restocked, and your order may be canceled.
Items Inspection:
Please inspect your items upon pickup. If you discover any issues with your order, kindly notify our store staff immediately for assistance.
Returns and Exchanges:
Our standard return and exchange policies apply to items picked up in-store. Please refer to our Returns and Exchanges policy for more information.
Modification and Termination:
We reserve the right to modify or terminate the Buy Online, Pick Up In-Store service at any time without prior notice.
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