FAQs
I need to change or add to my order; how do I do this?
You can email the Operations Manager at orders@artfullyacrylic.com to request to add or change your order. When needed, an invoice will be sent directly to you. Once payment is remitted, your orders will be merged. Your original CV order number will remain the same.
*We endeavor to work with all change orders as needed, however; we will occasionally be asked to change an order as it is being cut. If this occurs we will not remake your lid. It will be produced in the manner in which it was ordered. Cut cycle occurs at the very end of programming and just before shipping. Please request any change orders as early as possible in your processing time.
Lid fitment and offsets, tolerances, reported dimensions:
When we require written dimensions for your lid, we ask them to be reported as the tightest measurement. Then we remove a .12" offset from the length and the depth.
All of our lids have an allowable tolerance of 1/8" on all sides when placed on the tank. Many will be less than this, but that is our in-house, allowable tolerance.
We will not reprogram and replace sections on lids with 1/8" or less of a gap. A customer may elect to pay for new sections if this tolerance is not acceptable. Please measure and specify your production measurements if you do not wish us to use our the fitment offset.
Potential reprogramming fees:
If you have placed an order with specific lid and cutout dimensions and receive a CAD file for approval and elect to make a change to the programming, you will be charged a small percentage for reprogramming.
*NOTE: this is not a fee for customer service, this fee will exist to cover the necessary reprogramming.
Braces:
We caution against using your braces for lifting your lid. This will cause bowing in your lid over time and will likely result in fissures in the braces that will lead to breaks.
Custom cutouts and blanks for the EZ lid orders:
These can be ordered from the EZ lid page and MUST be ordered in the quantity you require. (found about halfway down the product page and in the link below). If you purchase one cover or blank, you will only receive one, these are not sold as sets.
https://www.clearviewlids.com/products/wysiwyg-cutout-covers
Light allowances: Our mesh/screen is "standard plastic screening material" with UV protectant. The mesh and inserts, together or apart, will allow greater than 92% light transmission. The measurable loss is minimal
Note to wholesalers:
All order must be placed via email and as of January 1, 2020, we would like to keep all wholesale orders as Tsunami or Pisces EXO only.
What are armored seams?
Armored seams will look like small black plastic triangles (see pic below) and will be present in 2 or more inside corners of the tank. Some manufacturers use them to strengthen the bond of the glass panels. As they customarily come flush to the top of the glass, special cutouts are needed on ClearView Lids made for tanks with armored seams in order to allow proper fitment.
I cannot find my lid on your site, how do I order? (also: can you make a lid for “X” tank?)
Please see our Custom Lids ordering page. At the beginning of the product description there is a link to follow to calculate your square footage. Simply enter your internal length and width and the calculator will tell you what size to order.
Does my lid come with an overflow cutout?
All lids that are currently listed (by name, make and model) on our site which also require an overflow cutout will receive one standard. This is known as Stock Configuration. On Custom Lid orders, you must order an overflow cutout if your overflow is less than ¼” below the rim of your tank. (for AIO, see below)
Does your lid cover my whole tank/AIO sump area?
All tanks which have an overflow or sump area that runs along the entire length of your tank will receive a lid that covers the Display Area Only.
I have a tank that is similar to your product, can I just order that?
It is never recommended to order a lid for a tank similar to yours, as overflows, AIOs and a number of other factors change the footprint of each tank. Please order a lid for your tank only. If you cannot find your lid listed as a product, see Custom Lids.
You do not have my product listed and I have radius/curved corners, a corner tank, bowfront tank or hex tank; can I order that?
We do apologize, radius cuts on products not vetted/unlisted products are not available. This includes curved front corners, bow front tanks, hex, etc.
This is also applied to any circular or curved cutouts for which a written, real life measurement cannot be given. For example, if your tank has radiused corners and you can tell us that an X" PVC pipe is the same radius as the corner, we can make this.
What is stock configuration?
Stock configuration on a listed product is your lid style with any necessary overflow cutout and a mesh center ONLY. You must order any additional customizations, as needed.
Stock configuration for Custom Lid orders is the lid style frame with a mesh center ONLY.
* Cutouts- any ordered cutouts (light mount cut outs, overflow cut outs, afs cut outs, etc.) DO NOT come with a cover. If you feel you will need one, please contact us via email to order one directly after placing your lid order.
Can you make a solid lid with no mesh?
This is answered on a case by case basis via email at orders@artfullyacrylic.com
Lids that fall into this category will be 2 ft or less.
Otherwise, see inserts and insert kits.
Do custom cutouts come with covers for when they are not in use?
No cutouts come with covers, though we are currently researching this as an accessory option. No change will have occurred if you can see this listed on the FAQs page.
*Feed doors do come with the door.
Why is there a change order fee on my invoice to add or change my order?
Any change order totaling more than $4 will receive an additional charge equal to the time spent on emails arranging the change to the order and the item itself, not to exceed 30% of the change order item.
Do you carry stock lids?
Every lid ordered is custom made to order. Orders containing no added customizations (stock configuration) are subject to the lead times listed on our site. See Current Lid Production Time on the homepage or under every product page description.
When will I receive my lid?
See Current Lid Production Time on the homepage or under every product page description body.
Do you have the measurements needed for my light mounts?
We do not have the dimensions of every single lighting system sold globally. We offer a place during ordering to enter your measurements and placement measurements. If you do not have those numbers at the time of ordering, you can email them to orders@artfullyacrylic.com
If you choose to enter your light mount information by the make and model of your lights, we will request that you send the L x D of the light mount cutouts needed. We will not be held responsible for any cuts made too large or small, though you can (with modular lids) pay for new sections, cutouts, re-screening fee and shipping both ways.
Do you have a standard placement for cut outs/ light mounts/ cord slots/ feed doors?
As our business exists to make a custom product suited to the individual hobbyist needs, we do not have standard placements for any options with the exception of feed doors.
*Feed doors are placed, standard, front and center on lids. Feed doors are placed, standard, opposite the overflow (the other short end) of peninsula tanks.
**Our product page ordering allows for optional placements and additional feed doors for any order.
Why do I have to send in the internal measurements for my tank when you have it listed as a product?
We have noted, over the years, some excellent manufacturers will occasionally have discrepancies in their mass produced tanks. On Waterbox tanks in particular, we need to verify your overflow size to produce your lid with the correct overflow cutout, as they make two sizes.
How do I order inserts or insert kits for my lid?
First, place your order online. Then email orders@artfullyacrylic.com your order number and request a quote or invoice for the insert to match your lid. Inserts and insert kits will not be produced after your lid has been cut.
Regarding inserts-Household Pets & Children--We do not guarantee the inserts against any playful pets that happen to jump on your lid/mesh and cause damage. New screen kits are available for purchase via email and direct invoicing. You can also ship you lid back to be rescreened professionally. This will be an option upon contacting us with a needed rescreening.
*this will not incur a change order fee
Why are your lead times so long?
We are a small American business run on a base crew to keep costs down for you, the customer. Each lid is made to order and this takes a certain amount of time to program each lid individually. We do not mass produce any part of any lid, save feed doors.
How do I clean my lid?
See Lid Maintenance on our HomePage.
Which lid is strongest?
All of our lids are produced with the same material, same thickness. This material is called Lexan, a polycarbonate 200x more shatter resistant than glass. Modular lids, with proper maintenance, will last just as long as the sold framed Classic lid. Our lid styles exist to give variety in features and aesthetics.
Please know that polycarbonate is a fancy word for plastic. As with all plastic items produced, they will be stronger and last longer with proper care.
What is the difference in the three lid styles?
See Clearview 101 on our homepage. If you are looking at a mobile device, you must scroll down to view this.
What is the standard placement for a feed door on a peninsula tank?
On the opposite short side of the overflow.
What is the warranty on my lid and mesh?
We do not guarantee the mesh, unless the carrier caused damage, in which case, we will be happy to fix this for you. The lid warranty is one calendar year from the delivery date. If you compromise the integrity of your lid through deliberate actions, or your lid looks neglected/abused in a team review, you will have voided your warranty.
Can I place my order/ give you my measurements over the phone?
To ensure accuracy for your order, we do not take measurements or orders over the phone.
How can I contact you?
You can send in a form request under Contact Us on our homepage menu or send an email to orders@artfullyacrylic.com These two forms of communication will receive a response within 24 hours Monday- Friday, less contact is made during business hours. Some emails or requests forms may be answered over the weekend, but that is not a guarantee and should expect an answer on the next business day.
Why do you not list a customer service number? How do I speak to customer service?
As a plastics manufacturer, we run a number of very loud machines throughout the day. The decibel levels require ear protection. This level of noise prohibits a productive phone call.
You may email our Operations Manager at orders@artfullyacrylic.com to schedule a phone call during a machining break. Many calls are made throughout every weekday and we are most happy to speak with you on the phone. We do not list a number in an effort to make certain no customer feels their call is being ignored.
Octopus and eels and other escapees-- We cannot stress this this point hard enough. WE DO NOT GUARANTEE AGAINST THE ESCAPE OF ANY LIVESTOCK. We do make lids with the express purpose of keeping your livestock more safe than they would be without one. Good rule of thumb for each: eels, if long enough to touch the bottom and top of the tank simultaneously, are a flight risk. Octopuses are one of the most pliable and intelligent creatures on the planet and if they want out, they will find a way. Please consider ordering a Custom Lid, with the tightest possible fit and the least amount of customizations.
Household Pets & Children--We do not guarantee the lid or mesh against any playful pets that happen to jump on your lid/mesh and cause damage. New screen kits are available for purchase via email and direct invoicing. You can also ship you lid back to be rescreened professionally. This will be an option upon contacting us with a needed rescreening.