Online Ordering FAQ


How does In-Store Pickup work?
Free shipping applies to all orders placed online that are shipped to and picked up at your local participating aquabionic dealer.

After entering your shipping address in the check-out process, you will be presented with “In-Store Pickup”, “Ship to Door”,options. Items delivered via “In-Store Pickup” are shipped for free.

If you select “In-Store Pickup”, you will be presented with nearby participating aquabionic dealer shipping location options. They will be broken out into two sections:

“Inventory Available”
“Ship to Store”

Dealers listed in the “Inventory Available” section currently have your selected item in-stock, and it can be reserved for in-store pickup. One of these dealers may be your optimal choice for “In-Store Pickup” because the item can be picked up within a few days.

How does Ship-To-Store work?
Dealers listed in the “Ship to Store” section do not currently have your selected item in-stock, but they can restock that item within 7 business days, and have it ready for pickup. One of these dealers may be your optimal choice for “In-Store Pickup” because they are a short distance from your location.

When can I pick up my order at my local participating aquabionic dealer? How will I know it’s available?
For “In-Store Pickup” orders with inventory currently available, you should be able to pick up your item(s) within 24 hours, during store hours. If the items are not currently available in-store, they will be shipped to the local participating aquabionic dealer within 5-7 business days. Be sure to call the local participating aquabionic dealer to confirm when your order will be ready for pick-up.

Is my order confirmation email considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items.

What do I need to bring to pick up my items from my local participating aquabionic dealer?
Bring the “Ready for Pick Up” email, which includes the in-store pick-up verification code, as well as your photo ID, and the credit card you used to make your purchase online, as proof of purchase.


What happens when I select the “Ship to Door” option?
You can have your order sent directly to the shipping address provided. If this is the case, “Ship to Door” will show up as a delivery option at the time of check-out. The cost of shipping will be charged at the time of checkout. A tracking number will be provided an you can expect the delivery of your order in 5-10 business days.


How do I know that my online order is secure?
Every order is securely processed according to industry-standard SSL Web encryption, in compliance with the International Payment Card Industry Data Security Standard (PCI DSS). aquabionic by CETATEK and the dealers in our network never store any credit card information.

Can I pay for my order in-store instead of paying for it online?
Online orders are handled separately from in-store purchases. In order to secure your order and reserve your item, online orders can only be purchased and paid for online.

Can I pay with my debit card?
Online purchases can only be made with Visa, MasterCard, American Express, or Discover Credit Cards. There is one exception to the rule: payment can also be made with a Visa Debit Card.

When is the full amount of my online purchases charged to my credit card?
Your credit card will be charged upon online order placement.

How do I know my order was received?
You will receive a confirmation email letting you know that your order was received.

Is there a limit to the number of products I can purchase online?
No, there is no maximum or minimum quantity of items purchased, or purchase amount required.

Can I have my order shipped directly to my home?
Yes. In areas where aquabionic does not have a local participating aquabionic dealer in place, you can have your order sent directly to your home. If this is the case, “Ship to Door” will show up at the time of checkout.


The item I ordered might be defective – what do I do?
Our online merchandise is reviewed on a case-by-case basis. If you believe you have received a defective item, please send a picture of the issue with a description and your original order # to

Once received, we will contact you to confirm if the item is covered under the aquabionic warranty. Returns will receive a refund of the total amount of the purchase. Exchanges will be honored. If you have any questions, please contact us at or 1-844-327-2135. If you are asked to return the item, you will be sent a return shipping label via email and please follow the following steps:

  • On your original invoice, circle the item(s) that you’re returning and state the reason(s) for your return.
  • Pack your return securely in the original package if possible, and include your completed invoice.
  • Affix the Return Shipping label you received to the package. Make sure no other tracking labels are shown.
  • Take the package to your nearest drop off location.
  • Within 30 days of receipt of the returned item we will refund the total amount charged at the time of purchase.

I selected the “Ship to Door” delivery option and when I received the box, it looked damaged. I’m worried the item I ordered is also damaged – what do I do?
Please inspect your package upon arrival. If a shipment arrives with obvious shipping damage, please document the damage by taking photos before inspecting the product inside. If the product is damaged, please contact us within 2 business days and send photos where applicable to Please save all boxes, packing materials, and paperwork.

If your question about online orders has not been answered above, please call 1-844-327-2135 or email