Livestock (Online Purchases)
We guarantee that your online livestock purchases will arrive alive and healthy. Claims must be made by phone or email and be accompanied with a digital photo of the expired animal in its original bag. We will accept DOA claims up to 24 hours after delivery. (Meaning you have one day to let us know the animal arrived dead) Should your request for credit be approved, we will apply a credit for the price paid for the animal to your next order. We do not refund shipping costs or the value of the lost animal. We offer credit towards your next purchase only (unless death is caused by carrier delay). The purchaser must agree and abide by the terms and conditions laid out before each purchase is made. These include: Protecting your shipment from extreme weather, receiving and acclimating your shipment promptly according to our acclimation instructions, maintaining correct water chemistry, researching your prospective purchases and understanding their care requirements, and preventing extra stress on newly acclimated livestock by controlling aggressive tank mates. This guarantee is limited to online purchases only and you must have accepted your shipment during the first attempted delivery. In the event of a UPS delayed or damaged shipment, Barrier Reef will cover the cost of replacing any DOAs, including the shipping. For in-store guarantees please call or ask at front counter. Please direct all claims to email@example.com or 1-425-277-7670.
General Merchandise (Online Purchases)
To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order. We are staffed with extremely knowledgeable reef hobbyists who are well-trained in all the products we sell.
For Closed Packages: Because we cannot accept returns of products once they have been opened, before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, you may return the product to us within 30 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges). Return shipping to us is at your own expense.
RMA (Returned Merchandise Authorization)
All products returned to us must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date. After 30 days from purchase we can no longer issue a RMA. RMAs expire in 15 days after they are issued and cannot be extended or re-issued. All returned products must be 100% complete in the original, unopened packaging and in resalable condition. A valid RMA number must be written clearly and conspicuously on the outside of the shipping packaging. Incomplete or unauthorized returns will be refused.
Any deviation from the returns process outlined above will result in a delay of your refund, an additional restocking fee, and possibly a refusal of your return. Shipping and handling charges are not refundable. On items where shipping and handling is not billed or is free, shipping and handling charges will be approximated to 10% of the regular retail price of merchandise. The customer is responsible for shipping charges and insurance on all return shipments including defective items.
If packages need to be returned to us, please email us at firstname.lastname@example.org or call us at 1-425-277-7670 for an RMA number and return shipping procedures.
Some important notes:
- Barrier Reef will only take back new, unopened, unused items for a full refund.
- It will take one to two business days for returns department to process the return, and credit back you credit card. The credit back to your credit card usually takes two to three business days to appear on your account statement.
- The customer is responsible for shipping charges and insurance on all return shipments.
- All original equipment, components, manuals, cables, and packaging will need to be returned in order for Barrier Reef to process your RMA.
- If UPS, or FedEx damaged a package, Barrier Reef will file the damaged items claim with the carrier. Please call us at 1-425-277-7670 for details.
Returned items should be sent to:
Barrier Reef Aquariums
1717 NE 44th Street Suite A
Renton, WA 98056
Dry goods are warranted by their manufacturer's warranty against defective merchandise. If your product is not functioning properly, please call our Customer Service Department at 1-425-277-7670 as soon as possible (but not later than 30 days from purchase). In most instances, we can assist you in diagnosing and resolving your product problems. In the rare occurrence that the product is defective, when allowed by the manufacturer, we will replace it with an even exchange of the same item, subject to in-stock availability. Damaged items sent back to Barrier Reef will to be sent to the manufacturer for evaluation and inspection. Replacement items ship the same day the manufacturer approves a replacement. Products designated as all sales final, no returns or similar language may not be returned and warranty claims require direct contact with the manufacturer of the product. Some manufacturers will not allow us to honor their warranties, or replace defective, new merchandise. Many require the purchaser to deal directly with their customer service department. We can assist you in these dealings and appreciate feedback on the customer service provided by these companies. Please direct all customer support feedback to email@example.com.