Items noted as “special order only”
Items noted as “special order only” are specialty items or items that due to freight concerns are shipped from the manufacturers facility or are special order items that we normally do not stock. If the item is noted as a “special order only” AND you are ordering the item with other standard items, you have two options. We can either hold your order until the special order item arrives in our warehouse. This is usually 2-10 weeks, or you can email us at support@fishnreef.com for a more specific delivery time frame. Then we will ship your order complete at the published online shipping price quoted in your shopping cart. The other option is to have us ship your order to you from our warehouse without the “special order item”, then have the “special order item” shipped into our warehouse. Once the “special order item” arrives, we will ship the item to you. This will most likely incur additional shipping charges, because we will charge you the actual freight charges for BOTH of the shipments. You can calculate these charges accurately online by placing a separate order for the “special order items”. A “special order item” ordered by itself, will incur the freight charges quoted by our online shopping cart system.Special order items can not be canceled or refunded once the order is placed to the manufacture.

Oversized Items or Packages:
Items That Are OVERSIZED Dimensions (please email us at support@fishnreef.com If you are unsure on whether a particular item is oversized) will generally incur additional shipping charges. If an order incurs additional shipping charges, we will notify you by email prior to shipping. Oversized items include, but are not limited to: 60 inch and 72 inch florescent bulbs, 65 watt and larger ultraviolet filters, bulk chemical media and bulk fish food 25 lbs and over, sand, substrate, salt, 36 inch, 48 inch, 60 inch and 72 inch light units and reflectors, 24 inch and taller protein skimmers except the Berlin XL and Berlin Turbo XL, ½ Horsepower and larger chillers, all standard and custom filtration sumps, all aquariums and aquarium stands and aquarium canopies for 40 gallon and larger aquariums, 500 gpd and larger reverse osmosis filters and any item with any one known dimension larger than 36 inches.

Order Processing Time:

If your item (or items) is in stock, we or the manufacturer will ship your products within 24 to 48 hours of receiving your order. Your delivery will take place between 2-7 business days depending on the delivery location.

All credit card orders are processed once payment has been made and the transaction has been processed and the funds are transferred into our account. Usually within 24-48 business hours.

Please note that on all orders (credit card, paypal, paypal invoice, and fax orders) that item(s) you have ordered may be on back order or are special order items without stating so, or item(s) may become unavailable prior to or after your order is placed, or prior to shipping. If any item(s) on your order go on back order at the time of purchase, after the time of purchase, or prior to shipping ,you will be notified by email of the back ordered item(s) and will be given the option to cancel order, cancel the backordered item(s) for a refund, or to hold the order till the back ordered item(s) come in and have your order shipped out complete.

Orders are processed Monday - Friday 9-5 est.
Heavy Items:
Heavy items do not fall into our regular shipping fee schedule, additional shipping charges will apply.

Out-of-Stock Items:
Although we stock a high level of inventory, we do run out of stock on products from time to time. Sometimes an item is in high demand, sometimes the manufacturer is simply delayed in shipping the product.We will ship the item as soon a we get it

Our Return Policy:

PLEASE READ!!! RETURN POLICY AND TERMS AND CONDITIONS OF SALE

Fishnreef.com accepts returns of defective merchandise of most manufactures (see below for a list of excluded manufacturers) when you request authorization for the return within 14 days of your original invoice date.

If you need to return a defective or any product to us, you must email us within 14 days of the original invoice date. Your email will be handled by one of our Technical Support Representatives who will verify the nature of the defect and determine the eligibility for return to us. We are unable to accept returns on any product received after the 14 day expiration.

If you are approved for the return of any item(s) For any reason.The shipping and ALL shipping charges on any returned product or products are up to the customer and is at the customers expense. You may return the product to us within 14 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), all returned item(s) are subject to a 15% restocking fee. Product(s) marked "special order" or "drop ship only" will be charged a 15% to 30% restocking fee depending on the product manufacturers policy.

When you purchase any product from Fishnreef.com. you are entitled to its manufacturers warranty against defective merchandise. Several of our major manufacturers policies prohibit us from accepting returns and require that you contact them directly for assistance regarding their products. These manufacturers will repair, return or replace them in accordance with their own policies:

Aqua Medic / Aqualine Buschke 1 866-419-0086
Aqua Ultraviolet 1 800-454-2725
PurFlo (NuClear) 1 800-777-4458
PFO Lighting 1 800-577-9690
TAAM (Rio) 1 805-383-3566
Danner MFG. 1 888-795-5677
Hamilton Technology 1 800-458-7474
Pacific Coast Imports, Inc.503 982-6700
IceCap 1 800-742-3227
Aquadyne (Octopus) 1 858-569-2082
Aquarium Currents (Sea Swirl)1 570-422-6755
Dolphin Aquarium 1 850-434-9880
Red Sea Fish pHarm 1 888-RED-SEA9
If your product is not made by one of the manufacturers mentioned above, the following policy applies:

Closed packages:
Before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the suppliers original packaging and seal is still intact, you may return the product to us within 14 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 15% restocking fee. Return shipping to us is at your own expense. You must include a copy of the original invoice with your return package.

Defective Returns:
If your product is not functioning properly, please email us as soon as possible (but not later than 14 days from purchase). In most instances, our highly skilled Tech Support representatives can assist you in diagnosing and resolving your product problems. However, in rare instances, a product is defective. In such case, we will replace the product with an even exchange of the same item, subject to in-stock availability and manufacturer warranty. Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns Department. All orders are designated as "all sales final", "no returns" or similar language may not be returned.
After 14 days from purchase we can no longer issue an return or refund and will refer you to the manufacturer for warranty service.
All returns must be 100% complete in original packaging and in resalable condition, with all packaging, product, manuals, blank warranty card and other accessories and documentation included.
(We are not responsible for any damage cause by shipping)

GUARANTEE:
Merchandise of our manufacture is guaranteed to do the work for which it is intended where properly installed and operated. Fishnreef.com warrants each new product manufactured and sold by them to be free from defects in material and workmanship for a period of one year from date of sale. This warranty does not obligate Fishnreef.com to bear the cost of labor or transportation in connection with the replacement or repair of defective parts, nor shall it apply to any product upon which repairs or alterations have been made, unless authorized by the manufacturer. Fishnreef.com shall in no event be liable for consequential damages or contingent liabilities arising out of the failure of any product, its power unit or its accessories to operate properly. No express, implied or statutory warranty other than herein set forth is made or authorized to be made by the manufacturer.

Proper Packaging:
All returns must be packaged in original boxes etc. with all paperwork and manuals and appropriate shipping material must be used to insured and avoid damage. We will not issue any refunds on improperly packaged return items which arrive damaged.

Weekend Deliveries:
Sorry, but FedEx, our fulfillment partner, does not deliver regular ground packages on Saturday or Sunday. If your order arrives at your local FedEx Distribution Center on Friday, it will be delivered on Monday.

Holiday Deliveries:
FedEx doesnt deliver on statutory holidays such as Thanksgiving Day and Christmas. Your package will be delivered on the next regular shipping day following the holiday

CLAIMS:
All goods shall be deemed delivered to purchaser at the time they are placed in the hands of carrier and consigned to purchaser. Loss, damage or destruction of any said merchandise is assumed by purchaser. No claims may be made for shortages unless made within 10 days from receipt of merchandise.

FORCE MAJEURE:
Fishnreef.com shall not be held responsible or in default under any contract or order or liable to anyone for any losses or damages arising from delay, inability or failure to fill orders or to perform its obligations caused by acts of God, force majeure, fire, flood, explosion, accident, strike or other labor trouble, the exercise of civil or military authority, scarcity of labor or materials, transportation difficulties, demand exceeding supply, voluntary or compulsory application of priority rationing, limitation of production or any regulations by governmental order, or any cause or circumstances beyond its reasonable control, or resulting from any scheme of allocation among its customers in the event of shortage or delay.

CANCELLATION:
No orders or sales may be cancelled without the consent of Fishnreef.com. At Fishnreef.com option, cancelled orders are subject to payment of cancellation charges equal to all costs incurred by Fishnreef.com up to the date of cancellation. SHIPPING WEIGHTS SHOWN ARE APPROXIMATE.QUOTATIONS VALID FOR 14 DAYS.

SHORTAGES/DAMAGED SHIPMENTS:
All shortages or errors must be reported to us WITHIN 48 hours of receipt. Email us to notify us of any damaged products that you receive. Failure to adhere to this requirement may result in denial of credit. Please be sure that you have received all cartons you are signing for, and that none are damaged. A signature by you or your representatives signifies all merchandise was received in undamaged, saleable condition (aquariums and sumps free of any cracks, flaws, or damaged frames) and verifies the number of cartons you received is correct as stated on our invoice..

----------------------------------------------------------- INTERNATIONAL ORDERS:
Check with the Customs Department in your country BEFORE you order

Identity & Credit Card Verification

To provide top tier security for our Visa And Mastercard customers, Fishnreef.com reserves the right to request identity verification via fax.

All international orders that use Visa or Mastercard will now be requested to identity verification before order is processed by faxing us with the following.

After placing your order, We will email you and you will be asked to fax, or email a copy of both sides of the signed credit card or a copy of your Visa or Mastercard credit card statement/bill. If this is the case, please feel free to cross out any information you feel is personal - we are only interested in seeing your credit card number on the same document as your name and billing address. along with a signed authorization form

If we do not receive verification of identity via fax or email within 3 days of our request, the order will be cancelled.
Please note that the customer may need to pay additional custom fees, import fees, taxes, brokerage fees, and handling fees to receive your order. These additional fees are not collected or controlled by Fishnreef.com. Also, you might be contacted by your local customs office concerning payment of customs fees, or to receive final delivery of your order. Customs processing of your shipment might cause delays in the delivery of your package. Please make sure you are familiar with your countrys customs process and fee structure before you order - so you know what to expect.

International orders may not be returned for refunded or exchange. All sales are final

Shipping quotes given on our site for international orders may be higher that quoted. If so, you will Be emailed with the correct shipping quote and at that time you may continue with the order, or cancel the order.

If A package is returned to us for any reason. All return shipping fees and any and all fees required for a return are up to the customer and is at the customers expense. If any fees are billed to Fishnreef.com, The customer will be billed those fees.

Fishnreef.com is not responsible for any merchandise seized by Customs, and there will be no refunds on any seized or returned items.

Do not request that items sent be marked as gifts or the value be changed on the Customs forms.

If the order arrives at your country and any of the following occur:

The customer refuses to accept the package
No attempt is made in the country of destination to deliver the package

Fishnreef.com  reserves the right to abandon the package(s) and will not be responsible for any refund.

To avoid any difficulties with Customs, do not order any items that are prohibited by the Customs department in your country.
International Policy for Defective Merchandise

Fishnreef.com does not offer any warranty or guarantee on items that are shipped outside of the United States. All warranties, guarantees on defective item(s) are to be handled directly through the manufacturer. Please be advised that many manufacturers will not honor their warranties for customers outside of the United States. For this reason, Fishnreef.com strongly recommends that customers outside of the United States purchase these products directly from their local dealers. Should a defective item be sent back to Fishnreef.com without prior consent from the return’s department, it will be at the discretion of the return’s department to handle the situation accordingly.

By placing your international order with Fishnreef.com, you are thereby agreeing to all the above conditions. You are acknowledging that you are completely responsible for any and all additional fees and penalties incurred for international orders and you are fully aware that Fishnreef.com will not refund any monies for incurred fees and taxes as well as lost, damaged, unclaimed or refused items.

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