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Customer Service Center

  • Cannot Prime or Start Cascade Canister Filter
    Most canister filters work by creating a siphon from your aquarium into the canister filter, where the pump pushes the water through the filter and back into your tank. Since canister filters use siphoning to fill the canister, it is important to make sure their are no air pockets or anything impeding the siphon from starting. There are 2 ways to start the siphon and prime your filter: Prime Button: This option works by taking the dry, unfilled canister, installing the input and output tubes, and pressing the prime button repeatedly until water begins to flow into the tank. Fill Option: This option works by filling the canister with water until its about 90% full (not over the top of the top basket), then installing the pump head and turning the filter on. Once the filter is on, begin to prime the filter until the siphon begins. If you are still having trouble, review the below to ensure setup was done correctly. Starting inside the canister case, the black coarse sponge should be placed in the bottom of the bottom basket. The order of the other media items is completely up to you and your aquarium needs. The baskets should not be over filled and will stack tightly together so the individual tube on each basket will make one solid tube. Next should be the media basket cover. It will only go on one way with the largest round hole is over the tube of the top basket. The media basket O-ring, or joint seal will fit on the tube of the top basket. There is a groove on the underside that will fit on the tube. Ensure this is installed correctly and tightly.
  • Noisy Cascade Canister Filter
    The Cascade Canister Filter line is known for its easy of use, reliability, and quiet operating sound levels. If your Cascade Canister Filter is running noisy, it could be for a variety of reasons. Let's look into what those reasons might be: 1) Trapped Air on Newly Set Up Filter If your filter was recently installed and is running properly, but still noisy, it could be because of trapped air in the filter body. This sound is normally a gurgling or "swishing" sound and usually self corrects itself after about 24 hours. To help remove trapped air, try to tilt the filter, while its running, on a 45 degree angle so the trapped air can escape through the outlet tube. 2) Impeller Issues If the sound is more of a rattle, and sounds like something might be broken, it could caused by a faulty impeller. To fix this, locate the impeller inside the motor head. There is an impeller retainer on the underside of the motor head that can be removed to access the impeller. Remove the impeller from the motor head, rinse under water, and reinstall.
  • Leaking Cascade Canister Filter
    If your canister filter is leaking between the motor and case, there are a few things to check. 1. Are both media basket joint seals installed? This will keep the motor from locking down as tight as it should. 2. Any dry spots or cracks on the motor gasket? The gasket will need to be removed from the motor to check. A silicone lubricant can be applied to dry spots. A new gasket will be needed if any cracks are found. 3. Any debris on the gasket or in the groove on the motor head? The gasket will need to be removed from the motor to check. The entire gasket should be cleaned with water, as well as the groove on the motor head. Using Q-tips or something similar to get into the groove is best. Applying a silicone lubricant to the entire gasket before reinstalling will help protect and extend the life of the gasket. 4.Any debris on the top edge of the canister case? The top of the canister should be wiped down with a damp cloth during each maintenance. This will help to ensure no debris is there, or can be transferred to the gasket.
  • How to Setup the Betta Starter Kit
    The Betta Starter Kit is a great kit for beginners that includes many necessary components to successful betta keeping. There are 4 main parts that will be needed to assemble the filter: the air pump, airline tubing, check valve and sponge filter. There are photos on the box to help identify these parts. You will need a pair of scissors to cut the airline tubing to install the check valve. You will also want to rinse the sponge on the filter. On the sponge filter, there is a white elbow tube on the side that is pointing up. The airline tube will attach here. Insert the filter into your tank and secure it to the wall with the suction cup. Be sure the open end of the airline tubing is out of the water. Once the sponge filter is in place, you will need to cut the airline tubing. The tubing needs to go over the top of the tank and down about 1-2 inches on the outside of the tank. Here is where you need to cut the tubing. Place the check valve where you just cut the now two pieces of airline tubing. The direction of the valve is indicated on the ends of the check valve. The “In” side should point toward the air pump and the “Out” toward the filter. Once the check valve is in place, the unattached end of the airline tubing will attach to the small port on the air pump. The filter is now set up and ready for use. If you still need further assistance, use the link below to see the Betta Starter Kit Instruction Guide.
  • Can I purchase items directly through Penn-Plax?
    As we are the manufacturer, we do not sell directly to consumers. If you are interested in locating a dealer who carries our products, please use the Store Locator on the home page to find a store near you!
  • Aquarium Ornament Paint Issues
    Penn-Plax takes pride in the safety and quality of all our products. We can express with full confidence that the paint used is both safe and non-toxic. Penn-Plax regularly tests our items and our manufacturing facilities, on our own terms as well as to the retailers’ required standards. We conduct tests on our aquarium resin paint through SGS, who is the is the world's leading inspection, verification, testing and certification company. Testing with SGS ensures that our products are compliant with national and international standards and regulations. In addition, we have conducted test with the American Society for Testing and Materials for lead, soluble metals, phthalates and more. We received a seal of approval after passing all required tests for these materials. With over 60 years in the pet industry, we value our commitment to innovation, quality, and safety. To see our testing reports for paint used, please click here.
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