Returns
The shipping container you receive will include a packing slip
which contains the size and quantity of aquatic life that has
been billed to your account. If this packing slip differs from
what was received, please notify us by phone immediately at (1-
954-747-8511) or e-mail Aquatic
Connection Customer Service. This is not an invoice and does
not contain pricing and billing info.
Order Discrepancies: Please check your package
to verify that you have received everything you ordered. We eagerly
want to resolve any discrepancies that may have taken place.
Please check for any missing items or items damaged in transit.
We must be notified of any order discrepancies within 5 days
of the date of delivery. Any notification of a discrepancy more
than 5 days from the date of delivery will not be considered.
Shipping Damage: We apologize greatly for any product
that is damaged in shipment and we will do everything possible
to rectify the situation as fast as possible. Please notify us
by phone at (1-954-747-8511) or e-mail Aquatic
Connection Customer Service by clicking here. Our customer
service department will do a UPS pickup of the broken item and
ship out a replacement item quickly.
Livestock Returns
Because of the complex packaging procedures for all aquatic
life and our primary concern for the health and well-being of
all specimens we offer, we cannot accept any returns of any aquatic
life. Please make your selections carefully.
Returns for Aquarium Live Rock, or Aquarium Live Sand
In the event you need to return a rock or sand shipment,
please follow our return procedure. Please notify us by phone
at (1-954-747-8511) or e-mail Aquatic
Connection Customer Service by clicking here. We will
provide you a Return Authorization Number and important directions
for your return. Customer service will request that the rock
or sand be sent back in the origional packaging and container
used for shipping. The contents must arrive in the same condition
as was shipped to you. The weight will also be checked to be
sure the entire rock or sand shipment was returned. No damage
is acceptable for a return to be processed. Once your return
is inspected at our center and approved, either a replacement
shipment or refund will be processed, depending on the specific
situation. Freight charges for both shipping the package and
the return of the package are never refunded. If your order was
shipped as part of a free shipping promotion, then the freight
charge is calculated as 25% of the selling price.
Returns for Aquarium Components and Supplies
If an item does not meet with your satisfaction for any reason,
you are welcome to return it. You must obtain an RMA. You must
notify us of your desire to return your purchase within 5 days
and it must be returned within 14 days of issuance of an RMA.
Returned items must be the same item in the same condition as
originally shipped; products which have been damadged, soiled
or modified are not eligible for return. Returns should
be shipped insured. Refunds are for the final purchase price
only, less a 25% restocking fee. Shipping costs, insurance, and
handling charges (if any) are non-refundable. Special orders
are not returnable.
In the event you have a problem with an aquarium supply shipment,
please follow the following return procedure. Please notify us
by phone at (1-954-747-8511) or e-mail Aquatic
Connection Customer Service by clicking here. We will
provide you a Return Authorization Number and important directions
for your return. Customer service will request that the item
or items be sent back in the origional packaging and container
used for shipping. Please be aware, the item must arrive in the
same condition as it was shipped to you. No wear or damage to
the packaging or to the item is acceptable for a return to be
processed. Once your return is inspected at our center, and the
item and packaging is approved for a return either a replacement
will be shipped out or a refund will be provided back to the
origional method of payment depending on the specific situation.
Freight charges for both shipping the package and the return
of the package are never refunded. If your order was shipped
at our $7.50 shipping promotion, and a refund is to be processed,
then the freight charge is calculated as 25% of the selling price.
If you have any questions or concerns on any of our policies,
please feel free to contact our Customer Service Department at
(1-954-747-8511) or email Aquatic
Connection Customer Service by clicking here.
RETURNS FAQ:
When and why are restocking fees applied?
There is a restocking fee of 25% on all returns
for refund (RMA Refund), unless waived by a Customer Support
Agent. We charge this 25% restocking fee for all returns for
refund 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 the wrong size.
Does Aquatic Connection Live pay the return shipping
cost for defective merchandise?
No, Aquatic Connection Live does not pay the return
shipping cost for defective merchandise. We are not responsible
for product defects, because we do not manufacture the 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 Live will employ every
resource it has to ensure that your item is replaced promptly,
without hassle.
Warranty: No guarantee of suitability
or fitness for a particular purpose is given. All products sold
by Aquatic Connection Live are new merchandise. All items delivered
by Aquatic Connection Live are warranted as follows:
Livestock warranty- Limited to livestock
not on our "Restricted" or "Expert" list.
Warranty for covered livestock is 48 hours from shipping. For
warranty to be valid, the livestock delivery must of been successful
on UPS first attempt and package must of been signed for to prove
the livestock was not left outside. Failure of either of these
items voids any livestock warranty. This warranty is limited
to the value of goods sold and does not cover any associated
damages.
Liverock warranty-Limited to delivering
the correct live rock. This warranty is limited to the value
of goods sold and does not cover any associated damages from
the rocks useage. There always is the possibility of topical
layer loss of coraline algae during shipping. The loss of coraline
algae on the live rock will not be considered a warranty issue
nor grounds for any return. It is truely not an issue because
the coraline algae returns to the rock once the new aquarium
has stabilized and gone through its complete cycle.
Aquarium components and supplies warranty
- This warranty does not cover any damages due to accidents,
misuse or negligence. This warranty is limited to the value of
goods sold and does not cover any associated damages. Aquatic
Connection Live makes no further warranties unless specified
in writing between the parties on this document.
Terms of Sale: Aquatic Connection Live,
it's parent company 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 Aquatic Connection Live, you
are accepting the terms listed herein including all conditions
and returns policies. |
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