To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order. Our customer service department would be more than happy to answer your questions. To return an item, please contact us by phone (415)929-8883 or email: email@example.com for a Return Authorization (RA) number within 14 days of receipt date. The return authorization (RA) number must be noted clearly outside of the return shipment package. We will refund or exchange your purchase (minus shipping cost) provided that the returned item(s) are within 14 days of the date of receipt, received back in their original packaging, along with all accessories, warranty cards, manuals, certificates, software's, cables, etc, provided your purchase is in brand new and unused condition. Returns are subject to a 15% restocking fee. Return shipping to us is at your own expanse. We will not take any return from any items after 14 days from the date of receipt of your order. We must receive and inspect the condition of the returned items prior to crediting your account. If the condition of the items returned appeared used or damaged, it could result in no refund. It is your responsibility to ensure that the returned items are packaged correctly to avoid any damages during shipping. You may also purchase insurance with the carrier, we are not responsible for return items damaged during return shipment. No COD returns will be accepted. Late on Arrival Orders cannot be returned, cancelled, or rejected due to shipping delay.
Non-returnable items include: used, altered, special order, sale items, live plants, glassware products, aquariums, and light bulbs.
LIVE PLANTS GUARANTEE POLICY.
Live aquatic plants are covered under our limited Arrive Alive Guarantee. Our plants are only guaranteed to arrive alive with certain shipping methods. Please see the limited Arrive Alive Guarantee for guarantee condition of different shipping methods.
Shipping Method Guarantee Condition:
- UPS next day air .....Guaranteed with full refund
- UPS next day air saver....Guaranteed with full refund
- UPS 2nd day air.......Guaranteed with partial refund (80%)
- UPS 3 day select........Guaranteed with partial refund (50%)
- UPS Ground............NO guarantee of live delivery
- USPS FIRST CLASS...........NO guarantee of live delivery
- USPS PRIORITY ....Guaranteed with partial refund (50%), provided that the shipment arrives on time within 3 days. Delayed shipment is beyond our control and guarantee will be voided.
- USPS PRIORITY EXPRESS.......Guaranteed with partial refund (80%)
- FEDEX Ground...................NO guarantee of live delivery
*plants may survive with UPS ground or USPS first class mail shipping service to California residents, however, there is no guarantee for these shipping methods.
Guarantee does not cover any shipping or handling charges.
Customer must be available to receive shipments on first delivery attempt, shipments that are left exposed to adverse weather conditions will not be covered by guarantee.
If replacement of a lost plant is preferred to a refund, the customer is responsible to pay shipping for the replacement plant.
Responsibility of the customer:
Your shipment must be received IMMEDIATELY upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt this guarantee is voided.
In the unlikely event that any item in your live plant order arrives dead please notify Aqua Forest Aquarium immediately by phone at (415) 929-8883 or by email at firstname.lastname@example.org. No claims will be honored if you have not contacted us within one day of receiving your shipments, NO EXCEPTIONS!
DO NOT dispose of any lost plants without prior authorization from Aqua Forest Aquarium. We require picture proof of loss to honor a claim. Packing costs are not refundable.
Two clear pictures are required. First picture showing dead plants in their ORIGINAL, UNOPENED, and SEALED PACKAGES. Second picture with package OPENED showing clearly the damaged/dead plants.
*Due to uncontrollable handling of shipping couriers, flipped over tissue culture plants inside the cup is not considered damaged or dead, often times they are still alive and healthy. Refund will be considered depending on the severity of the plants.
Due to the complex packaging procedures for live aquatic plant, we cannot accept any returns. Please make your selections carefully.
If you received wrong item in your shipment, please accept our sincere apologies. Please contact us within 24 hours of receipt and we will do our best to correct the mistake.
If the order arrives damaged, please contact us immediately within 24 hours of receipt of the order. We will assist you in filing a claim with the shipping carrier. Please note that we will only be able to file a claim with UPS, FedEx, and not USPS (it is extremely complex and difficult to file a claim with USPS, we have give up filing a claim with USPS). Please choose your shipping carrier carefully. The customer MUST hold onto the damaged item and ALL original packaging for up to 10 business days since FedEx or UPS will conduct an investigation. If you do not retain all original packaging materials (i.e. box, peanuts, bubble wrap, etc) and FedEx or UPS rejects the claim, Aqua Forest Aquarium can not replace your merchandise. Help us in filing a claim on your behalf by retaining ALL materials per FedEx or UPS Claims Investigation requests. We cannot send you replacement product until the claim is approved.
If a product is found to be defective or not working properly within 14 days of receipt please contact us to arrange for repair or exchange. Before sending it back to us directly, we encourage you to contact us to diagnose the problem first. Often times, a little trouble shooting is all that is needed to get your new product up and running.
Rejected shipment/unauthorized returns
If you place an order with us and refuse delivery, a 25% restocking fee will be deducted from your refund. Shipping cost is also non refundable. If you send us an unauthorized return, there is a minimum processing fee of 25%. Unauthorized returns meaning items returned without a RA number.
You will be notified by email after payment, after shipping, and if the item is on back order. Feel free to email us anytime for status on your order.
Link to our web site: http://www.aquaforestaquarium.com
Disclaimer and Limitation of Liability Aqua Forest Aquarium DBA Archaea Int’l Corp. shall in no event be liable for damages, including but not limited to incidental or consequential damages, for injury to any property or to any person, by reason of the person's negligence or otherwise in connection with the safe, delivery, installation or use of the products and/or provision of services pursuant to this agreement, and purchaser shall indemnify and hold harmless Aqua Forest Aquarium DBA Archaea Int’l Corp against further liability. Without limiting the generality of the foregoing Aqua Forest Aquarium DBA Archaea Int’l Corp shall in no event be liable for lost profits arising out of, or in connection with, this agreement. All of our prices are subject to change. All transactions and prices must be verified and approved by Aqua Forest Aquarium DBA Archaea Int’l Corp. If the price is incorrect due to an error, misprint, or typo. Aqua Forest Aquarium DBA Archaea Int’l Corp reserves the right to decline any order. Some of the photos/ graphics associated with some products in our store are not necessarily exactly representative of the exact item they are associated with, but may be shown with additional products for display purposes.