Frequently Asked Questions

  1. I'm in Canada, why can't I choose a shipping rate/method?

    Due to Canadian customs and brokerage fees, we must quote all shipping costs to Canada, which is why a customer will need to choose "To Be Arranged". We will then call/email them with a quote and different shipping options so that they can choose the best method for them.

  2. Can I call in an order?

    We prefer all orders to be done via the website to minimize human error, provide transparency on item availability (back order, special order, etc…), and allow you to choose a shipping and payment method. If you are having issues with the website or you are not near a computer, we can take a phone order. We can also send a quote with your information, the items ordered, and the shipping calculated.

  3. Why does the website not offer shipping options apart from "Customer Pick Up" or "To Be Arranged"?

    Canadian customers have special shipping considerations and need to select "To Be Arranged", after which we will contact you. Otherwise, it may be that your order is too large, or a product is dimensionally oversized (like tubing) for our shipping algorithm to accurately quote. You can call us, or select "To Be Arranged", and we'll contact you and get is resolved.

  4. Is it secure to order from this site?

    Yes. Our shopping cart processes all the information by using the latest security technology: SSL 128-bit encryption.

  5. Do you keep my personal information?

    Yes, your personal information is securely stored in our Ecommerce database with the same SSL 128-bit encryption. You have the option to make this information available for future orders when logging in, so that you do not have to type it again when you come back and shop from us.

  6. Do you sell or trade any of my information?

    Absolutely not: We do not sell, trade, or share any of your information with anyone under any circumstances. Click here to review our Privacy Policy.

  7. When will my credit card be charged?

    Credit cards are charged at the time of the order, before the order is shipped out. You will receive notification by e-mail if the payment was approved.

  8. Has my order been shipped?

  9. How do I track my order?

  10. I forgot my account password. How do I retrieve it?

    If you forgot your password, you can retrieve it by clicking on the Forgot Password link on the Login page or during the checkout process while placing a new order.

  11. What is your return policy?

    Our return policy is available on the Terms & Conditions agreement.

  12. How do I find a product?

    There are various ways of finding a product. You can browse our online store through categories by clicking on the main menu button links to find what you are looking for, you can also click on 'Search' and type a search term related to what you are looking for and all corresponding results will be displayed.

  13. How do I navigate through the site?

    There are links and buttons on the site to get you where you want to go. Products are available from the main menu and under the "Products" button link, you can also view informational web pages that we have set up so you can get some information on our company and our products.

  14. How can I get information about your company?

    Information about our company is available on the About Us page. Also, we don't bite and would be happy to hear from your via email or phone.

  15. How do I contact you?

    Our contact information is provided on our Contact Us page.

  16. How do I return a product (RMA Request)?

    Please login to your account, view the order on which you'd like to perform an RMA, and you will see an option to return the item(s).

  17. How do I get a special order item?

    Special Orders are items we do not generally carry in stock and are ordered, as needed, directly from our suppliers. Therefore, the lead time can be anywhere from 8 - 12 weeks for the item to arrive. To order, simply add the item to your cart and we will get it ordered for you. Please be aware Special Order items are non-returnable. If you have any further questions or concerns regarding a special order item, please don't hesitate to contact us directly.

  18. How are items drop shipped?

    Drop ship items are not carried in stock by Glacier Tanks, LLC and are shipped directly from our vendor's location. As such, these items will arrive separately from the rest of your order, are not eligible for express shipping, may take longer to process (5-10 business days), and may not be in stock (we do not have a live update feed for our vendor's stock). Please be aware that Drop Ship items are non-returnable.

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