Innovative Marine

"The impeller shaft of a mighty jet pump I purchased a few months back broke. I called and spoke with Brian, let me know that it was still within warranty, and he advised me on the next steps needed to have a replacement part sent. They immediately sent that part out and my pump is now good as new. Thank you Brian @ innovative marine!"

"I purchased the Innovative Marine Helio 700W heater with high hopes, but I've been thoroughly disappointed. Not only did the product fail to meet expectations, but the company's warranty claims turned out to be a dishonest mess. Customer service was unhelpful and left me feeling cheated. Save your money and look elsewhere for reliable aquarium heating solutions. My 30 Clownfish Tank Harem is facing a dire situation because of this subpar product. Despite its appealing marketing, the reality is that the product falls short, and my beloved fish are suffering as a result. $800 Disappointment with Innovative Marine Helio – a complete letdown."

"I generally don't leave reviews, but I was so shocked by Innovative Marine's archaic return policies that I had to leave a review. It's like I was ordering from a company from the 90s. They charge a ridiculous 25% restocking fee. I can't believe a modern online retailer charges a restock fee, let alone 25%. I ordered the Helio 700W heater on 11/22. I knew it would be a tight fit in my new sump but I decided that I would try to make it fit. I received it on 11/28 and tried to make it fit in my new (unused) sump. Unfortunately, it didn't fit. I contacted support the next day to return it. They gave me an RMA and told me that there would be a 25% restocking fee. I was shocked. I asked them to waive the restocking. I literally had it one day. But they wouldn't. Yes, I now know the restocking fee is listed in their return policies. My bad for not going through their website and reading their policies before ordering it. But come on, who expects such punitive return policies still exist in this day and age. Don't order from Innovative Marine unless they update their archaic return policies."

"I placed an order on 12/22/22 for a Fusion Pro 2 20-gallon aquarium on sale for $339.00, a heater for $89.00 plus a $29.00 shipping fee. Upon opening the box but not removing it from the packaging, I realized that I had made a mistake and it was too large to fit on the shelf it was intended for, as I thought I had ordered a different configuration, which would have fit on the shelf. I emailed and called the company on 1/2/23 about my mistake and offered to cover return shipping in order to exchange the tank for the proper configuration. They said that they would waive the restocking fee and send me an RMA# (I didn't realize that a restocking fee applied to exchanges, I thought it was only for refunds) if I placed an order for the correct tank on their website immediately, which I did even though the price for the correct tank had gone back up to $399.00 from $339.00 (with the holiday sale ending) plus an additional $29.00 for shipping. I figured I'd just eat this cost for the penance of my mistake. Upon receipt of the RMA# over email, I went to set up the return shipping. Return shipping estimates were all over $200.00 via UPS, FedEx, and USPS. I called the company back on 1/3/23, asking if they could send me a shipping label via their shipping account if I paid for it, since their shipping fee was $29.00, but they said that they would not do this. I requested that they cancel the order for the proper tank, since I can't afford the increased cost of the correct tank and over $200.00 for return shipping of the incorrect tank. In addition, they were going to charge me a 5% fee for canceling the order for the replacement tank. My desired resolution is for them to be clear that exchanges occur a restocking fee just like refunds, and that return shipping costs are much higher for customers than the $29.00 that they charged to ship the tank to me. I would not order from this business again unless their policies are made more clear. I will try to sell the tank that I have locally to recoup my losses, since I am not able to use it due to space limitations. Bummer because it is a nice tank! Updated 4/5/23- IM worked something out a plan me so I have the right tank now. They provided me a return shipping label at their cost and exchanged the new tank to me for the initial price that I paid. Upgrading my rating as a result."

"I had bought an aquarium stand directly off of their website. It shipped and arrived really fast. Unfortunately the stand had arrived damaged. I contacted IM customer support, and was helped by Omar D. His service was very friendly and professional. He instantly emailed me over my claim forms, and had a response for me within 10 minutes after I had returned them. The next day my replacement parts were shipped out, any the day after that, they arrived in perfect condition. Thank you again Omar for your great support."