When dealing with the customer service departments of various online aquarium product and livestock retailers, keep in mind that emails and phone calls don’t always get returned immediately. Additionally, some situations sort of linger, as a solution might be as simple as one might assume. This doesn’t mean the company has bad customer service or is unwilling to deal with you. It doesn’t even mean that your request has no priority. It just means a little patience is required. A respectable company will try to deal with you in a timely fashion, but sometimes the situations might be delicate and these will require additional time.