Shipments and returns
Your pack shipment
Packages are generally dispatched within the same days after receipt of payment and are shipped via UPS or USPS or Freight with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
For heavy and larger item, like glass tank, filtrations...etc. we would ship them by pallet via freight trucking. Please contact us for more detail before you order.
Returns All returns must have prior authorization.
Please call us to obtain an RA (return authorization) number.
-Returns without an RA will not be accepted.
-Returns must be made within 7 days of arrival.
-We do not accept return for drop ship.
-There will be a 25% service fee for all returns.
Return of Brand-New Merchandise In order to receive a refund the item(s) must…
1. Be unused.
2. Be in its original packaging which must also be in new condition.
3. Include all parts, warranty and registration cards, instructions, special packaging, etc.
4. Be mailed with return authorization no later than 24 hours from the date received.
NOTICE:
1. Shipping charges are not refundable.
2. Customer is responsible for return shipping.
3. Your refund will only be given after we have received the returned item in original new condition.
4. Item that ship under "Free Shipping" program, we will subtract the shipping from the refund.
Return of Defective Merchandise:
Each manufacturer has a different policy regarding defective merchandise.
In many cases we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event we will work with you to insure that your defective item(s) is replaced as quickly as possible.
Shipping Damages:
In the unlikely event that your shipment arrives damaged, please contact us AS SOON AS POSSIBLE. We will do everything we can to get a replacement sent out as soon as possible.
Damage Claims:
A damage claim will be filed with the carrier. Because the carrier may choose to pick up both the damaged item(s) and packaging material for inspection, we ask that you hold on to these items for 7 business days from the date you report the damage to us. If the carrier does not pick up the damaged merchandise within this time period, you may then dispose of the damaged item(s) and packaging material. If possible, please take digital photos of damaged item(s) and packaging.
Cancelled Orders:
Any order may be cancelled, except special orders and custom equipment, without penalty prior to shipping. If an order is canceled after it’s shipped or delivery is refused, we will refund the price of the product minus all applicable shipping fees (including return shipping fees and additional carrier charges).
Failed Delivery:
If the carrier is unable to deliver the package re-delivery can be re-attempted or the order can be cancelled. In either case we will charge for all applicable shipping fees.
Terms and Price Changes Please note we reserve the right to change the terms of this polices and pricing at anytime without any prior written notification.