All warranties are covered by the manufacture. In the unlikely event that you receive a defective product, or becomes defective during it's warranty coverage. Please contact us for instructions on how to proceed. We can usually service the warranty if the product is less then 30 days old. Many of the manufactures prefer to deal directly with the consumer on warranty exchange. We will give you contact information when you call or email. We will provide a web link when ever possible for your convenience.
To help avoid returns, please be sure to ask questions on any products you are unsure of. We are staffed by qualified saltwater hobbyist and can help you find the best product for your needs. If you need to return an item, you first will need to contact us for an RA (Return Authorization) number. Any return shipped back to us without this RA number will be refused. To qualify for a return, you must meet the follow criteria. 1. Returns must be issued an RA number with in 30 days of invoice date. 2. Product must be unopened and in resalable condition. All original instructions must be included. If your return is not in new condition or missing parts, we will issue a partial credit or possibly refuse the return. 3. Returns must be shipped back fully insured and properly packaged. 4. You must clearly mark the RA number on the outside of the shipping box. Do not ship any product back in it's product box. Always put the product inside a cardboard box fully packed, otherwise the item will not be in resalable condition and you will not receive full credit or possibly refused. Shipping charges are NOT refundable unless the merchandise was shipped in error. Orders can not be canceled after they have been shipped. Refused orders are subjected to an automatic 25% restocking fee plus return freight charge. Orders can not be cancelled or refused due to delay in shipping.
We ship via the most cost effective shipping method possible to keep prices low. UPS is our primary shipper. We email you a UPS Tracking number once the information is available, however you may login to your account and check your order status any time. Some larger items might be drop shipped which might not have tracking available. US Postal Service is mainly used for PO boxes and some small light packages. We do not recommend USPS for anything over 100 dollars value.
From time to time packages are going to show up damaged. This doesn't happen very often but unfortunately is just life in mail order. If this happens, you should contact us immediately and let us know what is damaged in your shipment. You will need to keep all original shipping boxes, packing and damaged item until we contact the shipper. We will file the claim on your behalf. Often the shipping company will want to come back and inspect the package. Once the claim is filed, we will ship you a replacement. NOTE: Livestock shipments do not qualify for damage claims.
We gladly accept international orders and we do not charge extra to fill out custom forms. Although we will insure all shipped packages, you have to file a claim with the carrier and often they deny or take a long time. The shipping cost difference is substantial so we think it's worth the risk on most cases, this is completely up to you. We can ship most of our drygoods, some weight and height restrictions apply depending on your country. We can not ship anything considered alive out of the country.