FAQ's & Contact Form
What are your lead times?
Tenecor® products are made to order. Lead times depend on the product, available machine capacity, acrylic availability and order backlog. Our orders do not come in a predictable stream but rather in groups and batches. That is why lead times can change almost daily. Larger aquariums take longer to cure and the process cannot be rushed.
Can I modify my order?
In most cases, not without change fees. Once an order is placed, it triggers lots of events such as design review and production scheduling. These activities take time and cost money. Change orders that can be made will incur additional fees depending on the change. What may seem like a tiny request often requires a lot of back end work.
Do you build custom aquariums and stands?
Yes we do. Please begin by using the form below to describe the general details of your desired aquarium or stand. We will give you a preliminary quote and take it from there if there are additional details.
How can I get a hold of customer service?
The best way is by using the form at the bottom of this page. Emails are usually answered within 48 hours, not including holidays and weekends.
How often will I hear from you?
Once your order is placed, our design team begins its review then the production team schedules your order. Just because you do not hear from us does not mean there is a problem with your order or that it is "lost".
If there is a problem or questions, you will be contacted. Otherwise, the next communication will be a completion notification. You can always check in with us at any time.
Why is my order taking longer than the quoted lead time?
Lead times are estimates based on our production history. Lead times can change rapidly with large batches of weekend orders or the result of social media posts.
Do you stock any products?
No. All of our products are custom made to order.
What are your payment terms?
All orders are 100% prepaid. We accept all major credit cards and personal checks. Cash is not accepted. Crypto is not accepted. Personal checks will delay your order until payment clears.
What is your cancellation policy?
You can cancel your order for a full refund up to 24 hours from the time you placed it with certain exceptions. For orders in production, the cancellation fee is 20% to 50% depending how far along the build has progressed.
How accurate are your capacity descriptions?
Model capacities in product titles can vary significantly due to what is the accepted and customary industry description for a particular model and the actual gallonage. Actual capacities of rectangular aquariums are calculated by using the formula: (LxWxH)/231 where dimensions are in inches and the capacities are measured in gallons.
Do I need a leveling mat for my Tenecor® aquarium?
All Tenecor® aquariums must be placed on a solid top surface or stand but a leveling mat is not required.
Why are some same sized aquariums different prices?
Two equal capacity aquariums may cost significantly different because of their heights, not necessarily their capacities. Taller aquariums require thicker acrylic because of the increased water pressure and usually cost more.
How accurate are your stand colors, pattern descriptions and dimensions?
Dimensions are stand measurements, NOT necessarily the measurements of the aquarium. Dimensions are expressed in inches and are formatted in Length x Width x Height. Stands with adjustable legs have a range of approximately 2 inches. Images are graphic representations and colors may vary based on your computer monitor or phone screen. STUDIO stand inside edges of the back and face panel are exposed due to edge banding machine limitations. All exposed edges are concealed when the stand is fully assembled and placed against a wall. If there is any concern with color or pattern approval, please contact us for further information.
How do you ship your products?
Smaller items usually ship FEDEX or UPS. Larger items such as aquariums and some pre-assembled stands will ship motor freight (Semi-trucks). Almost all orders shipped motor freight are custom crated.
What are your storage charges?
Aquariums, especially the big ones, take up a lot of space. Storage fees are a dollar a gallon per day up to a maximum of $30 per day. For example a small 8 gallon frag tank would cost $8 per day for storage and a 300 gallon tank would cost $30 per day. Please make sure you have arrangements in place to receive your order when we notify you. These storage charges add up quickly.
What is your warranty period?
Our aquariums come with a 2 year warranty.
Do you offer any discounts such as student, military, law enforcement or non-profit?
Not at this time.
Do you sell on Ebay, Amazon, Etsy, Facebook or other social sites?
No, we only sell from one of our websites. If you see a Tenecor® product on these platforms, it is probably from a private party and not from us.
Please use the form below to contact us.