Guarantee and Return
Aquatic Connection is dedicated to providing our valued
customers with top quality live fish, invertebrates and beautiful
corals at great prices.
Aquatic Connection's 5 Day Alive Guarantee
Aquatic Connection provides a 5 Day 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 5 days of UPS overnight delivery, Aquatic Connection
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 18 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 Aquatic Connection
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. 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 Aquatic Connection at email@example.com. 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 5 day guarantee. It will
not be accepted if late. Failure of any of the terms outlined
voids our livestock guarantee. Customer must email Aquatic Connection
to firstname.lastname@example.org within the 5 day 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 "5 DAY DOA". Subject Line Example: Invoice
12345 - 5 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.Aquatic Connection
Livestock 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@example.com
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
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.
Shipments Late Due to Carrier or Weather
Although Aquatic Connection 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.
Aquarium Components & Supplies Warranty:
All Aquarium Components and Supplies are
Warrantied by the manufacturer not from Aquatic Connection. Any
claim should be directly made to the manufacturer. Aquatic Connection
warranty is limited to the value of goods sold and does not cover
any associated damages. Aquatic Connection makes no further warranties
unless specified in writing between the parties on this document. This
warranty does not cover any damages due to accidents, misuse
Terms of Sale:
Aquatic Connection, its parent company
and subsidiaries shall not be held liable for any special, consequential,
incidental 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 Aquatic
Connection, you are accepting the terms listed herein including
all conditions and returns policies.
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
954-747-8511 or e-mail firstname.lastname@example.org. 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).
Livestock, Live Rock, and Live Sand Returns
Aquatic Connection cannot accept any returns
of any aquatic life, including livestock, live rock or live sand.
Because of the complex packaging procedures to insure a safe
shipping for all aquatic life and chance of incorrect packaging
and shipping on a return, all livestock, live rock and live sand
cannot be returned. Please make your selections carefully.
Returns of Aquarium Equipment
If an item does not meet with your satisfaction
for any reason, you are welcome to return it. To return an item,
you must obtain an RMA by calling (954) 747-8511 or emailing
Orders.Aquatic Connection. You must notify us of your desire
to return your purchase within 5 days, and the returned shipment
must arrive within 14 days of the issuance of the RMA. Returned
item must be in the same condition (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. Special orders are not returnable.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 so please make your selections
Returns of Aquarium Supplies?
We cant accept any aquarium supply returns
on anything that has been opened or used. If your item is defective,
e-mail us at email@example.com. If you are returning an
unopened aquarium supply product you must obtain an RMA by calling
(954) 747-8511 or emailing Orders.Aquatic Connection. You must
notify us of your desire to return your purchase within 5 days,
and the returned shipment must arrive within 14 days of the issuance
of the RMA. Returned item must be in the same rand new, unopened
condition ( in a condition where it can be placed back in stock
and resold). Shipping costs, insurance, and handling charges
(if any) are non-refundable. Special orders are not returnable.
So please make your selections carefully. Refunds are for the
final purchase price only, less a 15% restocking fee.
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 must obtain an RMA by calling (954) 747-8511
or emailing Orders.Aquatic Connection. 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.
Does Aquatic Connection pay the return
shipping cost for defective merchandise?
Aquatic Connection does not pay the return
Shipping costs, insurance, and handling charges (if any), all
are non-refundable. We are not responsible
for product defects since we do not manufacture the aquarium
products we carry. However, if you pay to send the item back
to Aquatic Connection Live, we will replace the item and ship
the replacement to you at no charge. Aquatic Connection 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
Order cancellations on all items except
special orders** will receive a full refund provided the order
was not shipped out by Aquatic Connection to the customer 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
firstname.lastname@example.org Refunds take approximately 7 to 10
business days to process. **Please note that special order items
cannot be cancelled once ordered therefore please order carefully.