|
|||||||||||||
|
Return and Refund Policy Reef Saltwater Aquarium deals only with the highest quality manufacturers of aquarium tanks, aquarium supplies and water fountains. We know that your purchase will bring you years of enjoyment, however if for any reason you are not satisfied with your purchase you may return your item for exchange or refund within 15 days of receipt subject to the following conditions.
Damaged Items It is the customer’s sole responsibility to properly inspect items upon receipt. Damaged items must be reported to Reef Saltwater Aquarium within 5 days of receiving the damaged item(s). If the original packaging material appears damaged when received, please inspect items immediately and notify the delivering carrier (UPS, FedEx, etc…) with the specifics. Retain all shipping materials, as they may be needed to process your claim with the shipping company. Reef Saltwater Aquarium will either replace or repair the damaged or defective item at no cost to you. Please contact Reef Saltwater Aquarium for a Return Material Authorization (RMA) number to accompany any return due to damage or defect. What is the address for returning to Reef Saltwater Aquarium? The address for returning an RMA is: Reef Saltwater Aquarium HC 78 Box 252 #B Pipestem, WV 25979 When my order was delivered some of the items I purchased were not in the box. What should I do? Reef Saltwater Aquarium has products drop shipped from several manufacturers. We will e-mail you the tracking numbers and the number of packages you should expect. Depending upon what you ordered you could receive several packages. Please wait at least 3-5 days after receiving your order for additonal packages to arrive before contacting us. Does Reef Saltwater Aquarium pay for the return shipping of defective merchandise? No we do not. We do however pay for the ground service shipping for the replacement product to you. All returned merchandise must include an RMA (Return Merchandise Authorization) number. To obtain an RMA you may send us an e-mail or phone us. Does Reef Saltwater Aquarium ship to a PO Box? No. We will not ship to a PO Box. Orders shipped via UPS ground service cannot be delivered to a PO Box. Please submit a physical address that UPS or FedEx can deliver to. If I refuse a package, or if UPS or FedEx somehow returns my order to Reef Saltwater Aquarium, what happens next? If the shipment is refused or marked “returned to sender” we will receive the package back then issue a credit to the customer minus a 25% restocking fee. If not all items are refused then only the items received back will be credited. I did not receive an order confirmation. Was my order submitted successfully? If you did not receive an order confirmation via e-mail thanking you for your order, we recommend that you contact us via e-mail at sales@reefsaltwateraquarium.com or by phone at 304-466-1187. I believe I may have accidentally placed a duplicate order. What should I do? E-mail us immediately at sales@reefsaltwateraquarium.com or phone at 304-466-1165. Due to the number of orders we receive, we may not catch the duplicate order and both orders may be shipped if you do not contact us. Why must Reef Saltwater Aquarium verify my billing and shipping address? Verification is required to guard against credit card fraud. It is for your protection and ours. If the billing address and the shipping address are different you must contact your credit card issuer and request to add the address as an authorized shipping address to your account. What forms of payment does Reef Saltwater Aquarium accept? Visa, MasterCard, American Express, Discover and Pay Pal. Personal checks are accepted electronically via Virtual Check. (Orders are not shipped until Virtual Check clears your bank 3-5 business days). We also accept money orders, cashiers checks, and bank certified checks. (Orders are not shipped until checks clear the bank.) How can my credit card be declined when I know the funds are available? A credit card can decline due to an invalid number, expiration date, exceeding daily limits, insufficient line of credit, etc. Maybe you entered the information incorrectly. Please contact your credit card issuer about the decline. What states are you require you to collect and pay sales tax? Only on orders shipped to an address within the state of West Virginia. Will Reef Saltwater Aquarium take used products back? No. We will only take back new and unused items that we can re-sell. There is a 25% re-stocking fee on all returned items. How long does it take before I see a refund on my credit card statement? It will take 3-5 business days for the refund to credit to your statement. Is it necessary to return each individual accessory when I send in a return? Yes. All original equipment, manuals, cables and packaging will need to be returned in order to receive credit. Can I cancel my order if it arrives late? Orders cannot be cancelled or refused after they have been shipped. Cancelled or refused orders are subject to the 25% re-stocking fee plus return shipping charges. |
||||||||||||
