If you placed your order through Amazon, the reason we can’t see it comes down to how Amazon manages their orders and customer data.
Why we can’t look up your Amazon order:
- Amazon controls the entire transaction, including order details and customer information
- They do not share that information with manufacturers like Aquascape
- Because of this, we have no access to your order history, shipping status, or account details
What this means:
- We cannot look up your order by:
- Name
- Address
- We are unable to:
- Make changes to the order
- Cancel the order
- Provide shipping updates
- Process returns or refunds
What you should do instead:
- Log into your Amazon account and go to Your Orders
- Use Amazon’s tools for:
- Order status and tracking
- Delivery issues
- Returns or refunds
- If needed, contact Amazon Customer Support directly for the fastest resolution
Good to know:
- Orders purchased through third-party retailers (like Amazon) must always be handled by that retailer for anything order-related
- This is standard across the industry due to privacy and system limitations
If you need help with the product itself (installation, troubleshooting, sizing, etc.), we’re happy to help—just let us know.