Frequently Asked Questions

Orders & Payment

What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely over an encrypted (SSL) connection.

Is my payment information secure?
Yes. Our store runs on Shopify's secure, PCI-compliant checkout, and the entire site is protected with SSL encryption. We never see or store your full card details.

Can I change or cancel my order after placing it?
If your order hasn't shipped yet, contact us as soon as possible at support@nyosati.com or +1-484-222-8668 and we'll do our best to help. Once an order has shipped, it falls under our Return & Refund Policy.

Do I need an account to order?
No. You can check out as a guest, though creating an account makes it easier to track orders and reorder in the future.

Shipping & Delivery

Where do you ship from?
All orders ship from our facility in Bethlehem, Pennsylvania. Because we hold local U.S. stock, most in-stock items ship quickly rather than coming from overseas.

Where do you ship to?
We ship within the United States.

How much does shipping cost and how long does it take?
Shipping costs and estimated delivery times are shown at checkout and detailed on our Shipping Policy page. Orders placed before 1 PM ET ship same or next business day; standard delivery takes 3–5 business days.

How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also view order status by logging into your account.

Returns & Warranty

What is your return policy?
Full details, including the return window and any conditions, are on our Return & Refund Policy page. To start a return, contact support@nyosati.com.

Are your products covered by warranty?
Yes. Nyos and ATI equipment is covered by manufacturer warranty, and we handle warranty support directly here in the U.S. See our Warranty Policy for coverage details and how to make a claim.

What if my item arrives damaged or defective?
Contact us within 24h of delivery at support@nyosati.com with your order number and photos, and we'll arrange a replacement or resolution promptly.

Products & Authenticity

Are your products genuine Nyos and ATI products?
Yes. As the official U.S. presence for Nyos® and ATI®, we sell only genuine, authorized product — never gray-market or counterfeit goods.

Do you carry replacement parts?
Yes. We stock replacement parts for Quantum skimmers and Torq G2 reactors, Opus Tanks and Straton LEDs and we can help you identify the correct part for your equipment. If you can't find what you need, contact support@nyosati.com.

How do I choose the right product for my aquarium?
Our team is happy to help you match equipment, lighting, or additives to your tank size and setup. Reach out at support@nyosati.com

ICP Testing

How does ICP water testing work?
Our ICP Lab Analysis kits let you send a water sample to the ATI laboratory, which measures dozens of elements in your aquarium water and provides a detailed report with recommendations. Choose from Standard, Pro, and Ultimate MS options depending on how much detail you want.

How long do ICP results take?
Your sample is shipped first to our facility in PA. After that, we send it with an over night service to Germany to the ATI Lab. Typical turnaround time is:

-1-4 days for domecstic US shipping

-1-2 days for shipping from US to ATI Lab in Germany

-1-2 days for testing in the ATI Lab until you receive your results.

Support & Contact

How can I get technical support?
Email support@nyosati.com or call +1-484-222-8668 during business hours (Monday–Friday, 9:00 AM – 5:00 PM ET). We provide direct technical resources and quick help with parts and service.

Do you have local dealers?
Yes. Use our Store Finder to find a Nyos & ATI retailer near you.

How do I contact you?