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 Aquariumpros.com
2500
Gross Point Road
Evanston, IL 60201
Contact Us
Phone: 847-440-0938 Fax: (847) 328-8323
By
placing an order with Aquariumpros.com, you agree, without condition, to the
terms and conditions laid out on this page.
PLEASE NOTE -
Policies are subject to change at any time without notice.
Product Returns:
If you wish to return a product, call us or e-mail our Order Department within thirty days after purchase, so we can authorize the return of the product. If you are having a hard time assembling or installing an item, we will gladly assist you with any technical advice you
require via email. If you wish to return an item, we will issue you a return merchandise authorization number (RMA#). We will be happy to authorize the return of any product, provided it meets the following conditions:
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The product has not been used.
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The product is in the original box and/or packaging that is re-saleable and not damaged.
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The product is accompanied by all its original paperwork, instructions, warranty cards, and accessories.
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The product was purchased within the last 30 days.
Please make sure you call us first at 847-440-0938, or e-mail our Order Department for a Return Merchandise Authorization Number (RMA#). Re-package the items you will be shipping back to us, and write the RMA# on the shipping label. Then send your package back to
us using United Parcel Service or Federal Express. We will, at your request, either replace the defective product, substitute another product if you wish,
or refund the purchase amount for that product. The choice is up to you!
We are not responsible for return postage costs.
Please Note:
Some product complaints must be handled by the manufacturer. This is not our policy, but the policy of certain manufacturers, particularly of aquarium equipment more so than dry goods. If the product appears to be defective, we will contact the manufacturer on your behalf. The manufacturer may choose to have you ship the item to them. In these
cases, we will provide you with contact information so you can make arrangements with them to return your item.
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Restocking Charges:
We charge a 20% re-stocking fee on any product that is returned to us that was drop-shipped from either the manufacturer or distributor, or on ANY product that is returned to us and does not meet the four conditions shown above. We are not responsible for shipping damages when you return an item so we suggest you insure your shipment if the value of the items you're returning is greater than $100.00.
We may choose to waive this charge on a case-by-case basis.
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Damaged Shipments:
We are proud to say that we have a damage free shipping history of over 99.5%. Although we and our distributors package orders with great care, damages in shipping may still occur. To enable us to replace items damaged in shipping as fast as possible, we need your cooperation. Please inspect every shipment upon receipt.
If your merchandise arrives damaged, immediately notify Aquariumpros.com, not the shipping company!
If the damaged product was drop-shipped, notify us, not the company that shipped the product. You may contact us by phone at 847-440-0938 or e-mail our order department. We will do everything in our power to get you new product as quickly as possible. All parcels we ship are insured. It is very important that you keep all original packaging and shipping boxes in case an inspection is required.
Please note that we must file a claim with the shipping company and we must be provided with a claim number before we will ship a replacement item. In most cases, the shipping company will not issue a claim number until they have picked up and inspected the damaged shipment. The shipping company then sends the damaged shipment back to us. Once we receive the claim number from the shipping company, we will send you replacement
product. Please note that it can take between five to ten business days before we are issued a claim number from the shipping company. We make every effort to prevent such delays by keeping in constant communication with the shipping company.
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Refused Shipments:
If you refuse delivery on an order because you changed your mind after the order was shipped, or for any other reason, we will be forced to pay the return shipping charges, and we will deduct that from the amount to be refunded to you, before processing your
refund. You must accept the delivery once an order has been shipped.
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Shipping Charges:
We do not refund shipping charges unless the reason for the refund is due to something we did wrong. Example: We accidentally sent you the wrong item and you want to cancel your order.
If a refund is requested because the product arrived damaged, is defective, or you aren't satisfied with the product, we will gladly refund the purchase price of the item, but we will not refund the shipping charges. We may make exceptions to this policy, but only on a case-by-case basis.
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Defective Items:
Please be sure to read the manufacturers warranty on any product you purchase. Most manufacturers prefer to deal directly with the end user on any warranty issues. If the manufacturer insists on inspecting an item, you must deal directly with them.
Please call us at 847-440-0938 or e-mail our order department to obtain an RMA# and return the product via insured shipment. We are not responsible for shipping damages when you return an item so we suggest you insure your shipment if the value of the items you're returning is greater than $100.00.
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Out of Stock Items:
We stock 95% of what we sell. From time to time, stock shortages may occur.
If an item is out of stock, we will notify you by email with an approximation of
when the item is expected to arrive. This information is not always readily
available for drop-shipped items. For orders totaling $100 or more, we will, at
your request, ship what is currently in stock and ship the back ordered item
when it arrives at no additional cost.
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Drop-Shipped Items:
Some products we sell are drop-shipped from either the manufacturer or one of our vendors. These include large, heavy and over-sized items as well as certain product lines. For your convenience, we may also drop-ship out-of-stock items in order to expedite your order. For
a complete list of products we usually drop-ship, please click here.
IMPORTANT: If your order includes products that we have drop-shipped, you will not receive a shipment notification and tracking number for the drop-shipped items. We do not provide tracking information on drop-ships unless the order is overdue or at least three business days have passed from the date the order was placed. If you have any problem with an order you receive that was drop-shipped to you,
please contact us right away. Do not contact the company that shipped your order. They cannot help you.
We do charge a 20% re-stocking fee on any product that is returned to us that was drop-shipped from either the manufacturer or distributor. These products are clearly indicated on the product description pages. We are not responsible for shipping damages when you return an item so we suggest you insure your shipment if the value of the items you're returning is greater than $100.00.
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Terms of Service for Credit Card Purchases:
The term "credit card holder" as used in these terms and conditions is defined as the person or entity in whose name the credit card was issued by the bank or financial institution that appears on the credit card.
When you complete a purchase from our online store using a credit card for payment, you agree to the following terms and conditions:
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You are the credit card holder, a representative of the credit card holder or the credit card holder is aware you are making the purchase and has authorized you in advance to make the purchase using their credit card.
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If you are not the credit card holder, you agree to notify the credit card holder of the purchase before making the purchase, and you guarantee to Aquariumpros.com, Inc. that you have made the credit card holder aware of the purchase in advance.
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Should you have a problem with your purchase, you will contact Aquariumpros.com, Inc. to allow us to resolve the problem before contacting either the financial institution that issued the credit card or the credit card company.
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Credit Card Chargebacks:
Aquariumpros.com is proud to say that we have never once had a customer rightfully chargeback a purchase made in our online store. However, we have been the victim of criminal or fraudulent chargebacks. A criminal or fraudulent chargeback is when the credit card holder orders and receives products or services, then
intentionally reverses the charge through their card-issuing bank stating that they did not place or receive the order. In almost all cases, the order is requested for delivery without a signature, as proof-of-delivery allows the merchant to successfully dispute the chargeback. Unfortunately, this new form of credit card fraud is becoming more common, and online/mail-order merchants who are unable to obtain a printed signature from the customer are the victims. Charging back an order when that
order was shipped and received is theft, plain and simple. Fraudulent chargebacks hurt honest customers by forcing online merchants to raise prices to cover cost or delay shipping when a request is made to ship without a signature.
Aquariumpros.com is a member in good standing of Chargebackbureau.org, a non-profit organization created to provide a resource for online merchants to help prevent criminal chargeback activity. We may use Chargebackbureau.org to pre-check for fraudulent charges and chargeback oriented purchasers. Orders placed by first-time customers who request delivery without a signature may be delayed until we obtain written acknowledgement of the order by the customer. Customers having one or more chargebacks
reported to Chargebackbureau.org for any reason will be required to sign
and fax or mail additional paperwork before their order is processed. We report all wrongful or
fraudulent chargebacks
to Chargebackbureau.org. We aggressively prosecute fraudulent chargeback activity.
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