saltwater fish live corals marine plants invertebrates aquarium supplies live rock live sand
 

 

  Aquarium Creations Online
Guarantee and Return Information

 
   



Aquarium Creations Online is dedicated to providing our valued customers with top quality live fish, invertebrates and beautiful corals at great prices.  



Guarantee Information
Does Aquarium Creations Online Have A Livestock Guarantee? - Our 48 Hour Alive Guarantee
Aquarium Creations Online provides a 48 Hour Stay Alive Guarantee on all Marine Life purchases except items on our "Restricted" or "Expert" list so please check before ordering. If any portion of your marine life purchase dies within the 2 Days of UPS overnight delivery and the guarantee terms were met, Aquarium Creations Online will issue you a store coupon good for a future marine life purchase. Store coupon is not cash, can only be used for marine life purchases, will not count towards any special offer, and expires 6 months after issue. Coupons issued cannot be combined with other coupon codes related to offers. Use the offer that is best for you. Accounts and store coupons can be refused by Aquarium Creations Online at its sole discretion.

How Do I Make a Guarantee Request?
For Guarantee to be valid, the livestock delivery must of been successful on first attempt and package must of been signed for. Temperature must of been between the acceptable limits set by Aquarium Creations Online. If you have requested to have an order shipped beyond our temperature limits to our guarantee policy, you have accepted full responsibility for the shipment and have voided any health guarantee. UPS signature and time stamp records are used for this purpose. A digital picture of the expired marine life in question, must be emailed to Aquarium Creations Online at [email protected]. The picture must be taken with the marine life out of its bag, with the tail cut off to prove the death and preferably on a white background for best visability. Picture of the expired marine life must be sent within the 48 hour guarantee. It will not be accepted if late. Failure of any of the terms outlined voids our livestock guarantee. Customer must email Aquarium Creations Online to [email protected] within the 48 hour delivery period to qualify. When sending the dead specimen email, please include the following the subject line: your order's 5-digit invoice number followed by the phrase "2 Day DOA". Subject Line Example: Invoice 12345 - 2 Day DOA. This gaurantee is limited to the value of marine life that has died and does not cover any associated damages or shipping charges. Aquarium Creations Online stock Guarantees are limited to livestock not on our "Restricted" or "Expert" list so please check before ordering. Click for "Restricted" or "Expert" List

All Deliveries Must Be Signed For:
Without a signature, we have no way of telling how long your shipment sat outside in the heat or cold, therefore we will not honor a guarantee on any livestock not signed for. If proof of delivery comes back "signature on file" or "no signature required", the guarantee will not be honored. Any delay in delivery, such as an unsuccessful delivery attempt, will void the livestock warranty. If a customer requests that their shipment be "OK to be left outside", or "Please do not require a signature", and no signature is obtained by UPS, then you are making your purchase without any guarantee. If you would like to waive the signature requirement, we must receive an e-mail before shipment at [email protected] stating that you authorize delivery without a signature and that you understand that doing so voids the guarantee. A phone call or note in the special order instructions is insufficient to wave the signature requirement. We must receive the e-mail. If you are unable to sign for your delivery, please arrange for another party to be present to receive the package or to have the package held at the authorized FedEx holding facility of your choosing. 

Size of Livestock Delivered:
We realize that our customers fish, coral, and invertebrate orders have an approximate size listed and for the most part we stick to the requested size. But due to health issues and stocking issues the size ordered can never be guaranteed and we reserve the right to if nescessary provide the customer with one size up or down on delivery. We hope all of our customers understand that shipping only high quality specimens is our concern and that once in a while that means the size of the specimen may need to be changed. If you wish to request no size changes allowed, when filling out the special instructions section at check out , please place a note in the special instructions .

Refused or Not At Home Deliveries
If a delivery is refused for any reason, including not being home to accept delivery, the customer will be held liable for the full cost of the invoice plus return freight charges. Please note that our guarantee only applies to the original shipment. There is no guarantee on replacement items.

Temperature to Hot or Cold for Shipping
If an area is currently experiencing a temperature that is either too hot or too cold for heat or cold packs to safely keep your livestock at a safe temperature, Aquarium Creations Online will hold your shipment and watch for a good day to ship your package. If the buyer wishes to ship an order even though temperatures are not within our shipping guidelines, the buyer assumes all responsibility and no guarantee of live arrival or healthy arrival will be provided for the shipment.

Shipments Late Due to Carrier or Weather Delays
Although Aquarium Creations Online does everything we can to get your package to you on time, we cannot be held responsible for weather related issues or late arrivals by the carrier. In instances of weather or otherwise delayed arrivals, please contact the carrier.  

Terms of Sale:
Aquarium Creations Online, its parent company Aquarium Creations Inc. and subsidiaries shall not be held liable for any special, consequential, incidential or other damages to the product, including but not limited to, damages for loss of profits, loss of use or any damages or sums paid by buyer to third parties. By buying from Aquarium Creations Online, you are accepting the terms listed herein including all conditions and no returns livestock policies. 

Return Information

What do I do i I have shipping damage on Aquarium Equipment or Aquarium Supplies?
We apologize greatly for any product that is damaged in shipment and will do all we can to rectify the situation as quickly as possible. Please notify us by phone at (754) 223-5108 or e-mail [email protected] We must be notified of any incidents within 3 days of the date of delivery. Any notification of a discrepancy more than 3 days from the date of delivery will not be considered for a return because we are not able to make a UPS claim for damage beyond 72 hours (3 days). 

Because of the complex packaging procedures to insure a safe shipping for all aquatic life and chance of incorrect packaging and shipping on any returned Livestock, Live Rock, or Live Sand Returns Aquarium Creations Online will NOT accept any returns of any aquatic life, including saltwater fish, saltwater invertebrates, live corals, live rock or live sand. Please make your selections carefully with the understanding there will not be any returns of any kind. 

Returns of Aquarium Equipment
If an item does not meet with your satisfaction for any reason, you are welcome to return it. To return aquarium equipment ordered please call (754) 223-5108 or [email protected] You must notify us of your desire to return your purchase within 7 Days, and the return shipment must arrive within 14 days. Returned item must be in the same condition as shipped with all packaging in place and equipment as originally shipped, in a condition where it can be placed back in stock. Shipping costs, insurance, and handling charges (if any) are non-refundable, no exceptions. Special orders are not returnable, no exceptions. Products which have been damaged, soiled, modified, or otherwise altered by the recipient are not eligible for return. Returns should be shipped insured. Refunds are for the final purchase price only, less a 15% restocking fee, no exceptions so make your selections carefully. 

Returns of Aquarium Supplies?
If an item does not meet with your satisfaction for any reason, you are welcome to return it. To return any aquarium supplies ordered please call (754) 223-5108 or email [email protected] You must notify us of your desire to return your purchase within 7 Days, and the return shipment must arrive within 14 days. Returned item must be in the same condition as shipped with all packaging in place and equipment as originally shipped, in a condition where it can be placed back in stock. Shipping costs, insurance, and handling charges (if any) are non-refundable, no exceptions. Special orders are not returnable, no exceptions. Products which have been damaged, soiled, modified, or otherwise altered by the recipient are not eligible for return. Returns should be shipped insured. Refunds are for the final purchase price only, less a 15% restocking fee, no exceptions so make your selections carefully. 

When and why are restocking fees applied?
There is a restocking fee of 15% on all returns for refund (RMA Refund). We charge this 15% restocking fee for all returns to encourage customers to purchase products they intend to keep. We offer RMA Replacement (exchanges) without any restocking fee to support customers who have received a defective product or ordered a wrong size. 

Returns of Defective Equipment
If an item is defective therefore does not meet with your satisfaction, you may call the manufacturer for a replacement part or you may return the item back to us. To return an item, you first must obtain an RMA by calling (754) 223-5108 or emailing [email protected] Many times it's just a simple part that needs to be sent to you, so we follow those procedures first since you will be up and running quicker if a replacement part can be sent to you.

Does Aquarium Creations Online pay the return shipping cost for defective merchandise?
Aquarium Creations Online never pays return Shipping costs, insurance, and handling charges (if any), all are non-refundable. We are not responsible for product defects or damadges in shipping. However, on replacing the item Aquarium Creations Online ships the replacement to you and pays the shipping charge going to you. Aquarium Creations Online will employ every resource it has to ensure that your item is replaced promptly, without hassle.

Order Cancellation Questions 

Can I cancel an order once I have placed It?
Order cancellations on all items except special orders** will receive a full refund provided the order was not shipped out yet by Aquarium Creations Online or shipped out directly from the manufacturer to the customer. For authentication, all cancellations must be sent by either email or fax. Phone cancellations are not acceptable since a written record of all transactions must be kept. Please send email to [email protected] Refunds take approximately 7 to 10 business days to process. **Please note that special order items cannot be canceled once ordered therefore please order carefully.
Photos are representative of each species. Each animal is unique and variations should be expected.
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