Shipping
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Returns
Cancel & Change Order
Please note if you need to cancel or change your order, there will be a $2 Fee to change an order (this is to cover the time spent and fees charged us which usually exceed $2).
If an order has been shipped there is no practical way to get a package back from USPS or UPS so normal return policies apply.
If an order needs to be canceled and has yet to be shipped, we can refund all but 4% of purchase price including shipping fees (if any) regardeless of shipping method chosen.
Please note the reason for the 4% fee is we are now charged this by PayPal as they now do NOT refund these fees to us (so we are not keeping these fees, PayPal and credit card companies are, so please reserve your wrath for them).
If we have shipped the incorrect item or you as the customer have inadvertently purchased the incorrect item, we want to get you the correct product as quickly as possible, however we do need a written record, so this must be handled by email as well.
30 Day Return Policy
All non warranty return requests must be initiated within 30 days from the date of purchase.
(This excludes returns initiated by email, requesting us to take care of warranty issues on a product purchased from us or to repair a product out of warranty).
It is impossible to refund any return (in part or in full) that we receive after 60 days (by terms of Merchant Credit Card Agreements)
Any Return after 30 days of date of purchase falls under the terms of a Warranty Return (NO Exceptions if Economy Shipping was chosen due to losses we already take shipping this method)
Broken & Damaged Shipments
If an international shipment and a forwarder is used, we can only make claims up to this address, so ANY and ALL claims must be made by your forwarder once it arrives there broken.
After this, the breakage is 100% the responsibility of the forwarder and must be handled by them (we can provide an invoice for cost of damages and discount it too as a one time customer courtesy after proof of damage is provided).
• Also note, that if Economy shipping is chosen, we often use Parcel Post (as with other merchants along with its cousin Sure Post); THIS IS NOT A GUARANTEED SERVICE by the shipper and therefore there are not guarantees for this service nor return labels provided for ANY reason since we are already subsidizing or paying shipping outright for a service that does not provide us with a guarantee (We will work to correct this at our expense, but we will do this the most expedient way for us since we would be bearing all costs). PLEASE keep this in mind when ordering fragile items such as UV Sterilizers & utilizing Standard shipping.
Nondelivery
Once delivered and UPS, FedEx, or USPS shows a confirmed delivery, our legal obligation has ended. Theft of packages from a customer/recipient's property is the responsibility of the customer, not Aquarium Technology Inc or our contracted shipping agent!
We recommend contacting FedEx or USPS first with your tracking number, then contacting us to see where we might be able to help from our side, especially with UPS as they are very good about investigating any issues of non delivery.
For USPS, once delivered usually means DELIVERED and we can do little, especially since we pay extra out of our pocket for proof of delivery with every shipment. Problems of non delivery are VERY RARE with either service, but if you have had issues in your area, I would suggest requesting UPS 3 or 2 day air in checkout.
This said, occasionally USPS carriers make the "human" mistake of scanning delivery of a package at the wrong address, but new GPS technology in USPS scanners can show this, which is why it is IMPORTANT to contact the USPS immediately when your package shows delivery, yet is not at your location as it can be quickly tracked down!
As with broken/damaged items, all non delivery claims MUST be filed within 7 days (as per shipper rules).
Even with UPS or FedEx, unlike a broken item where we can send parts or whatever is need to fix the item, we have to wait for their resolution for non-delivery due to high incidence of fraud. We cannot send any replacements until UPS or FedEx finalizes their investigation.
Please note that is Economy Shipping is used, resulting in shipping via UPS SurePost, or USPS First Class/Parcel Post, NO CLAIM for missing package can be filed!
As well as per terms of agreement with our shippers, lamps/lights or other glass items are not considered covered. However we will cover ALL COSTS out of our pocket if Standard or higher shipping is used at checkout (with Economy we will also cover at our cost, but return shipping cost is the buyers responsibility as per our Shipping Terms).
International Shipping and Non Lower 48 USA Damage or Missing
As stated on our Shipping Page, we do NOT guarantee any shipment sent internationally where the buyer elects to use the less expensive Postal Shipping instead of UPS Guaranteed Shipping. If you have a problem with a broken or damaged shipment, we can certainly try to help.
If a shipping forwarder is used, once a package is delivered to them, it is their responsibility to check for damage prior to forwarding the package, especially since most forwarders re-pack items to save shipping costs.
We are NOT responsible for packages after they leave these forwarders, and ALL CLAIMS must be filed with the forwarder.
I would especially be wary of freight forwarders that use Postal forwarding, especially to Canada for fragile items.
Non-Defect 30 Day Return
WITHIN 30 days of date of purchase WITH original packaging
UP TO 96% of your order will be refunded if any method of shipping other than Economy was used to purchase, this does NOT include shipping fees paid since we cannot recover this cost nor the 4% fee PayPal charges which is also not refundable to us.
With larger/heavy purchases OUR total shipping cost often well exceeds the cost customers pay and this TOTAL amount cannot be refunded.
Please note; The CUSTOMER bears the cost of shipping to return a product that they decide not to keep.
If Economy Shipping was selected during checkout, since we bear the FULL cost of shipping the product out of the purchase price, the Maximum amount we can refund for "change of mind"/non defective returns is 85% (we can upgrade to another product of equal or great value for 95% of the original cost if Economy shipping was used, but return shipping costs will be applied).
We DO NOT provide Return labels under ANY circumstances if Economy Shipping was used
Return Address:
Aquarium Technology Inc
4990 State Highway 38
Drain, OR 97435
Please note if you need to cancel or change your order, there will be a $2 Fee to change an order (this is to cover the time spent and fees charged us which usually exceed $2).
If an order has been shipped there is no practical way to get a package back from USPS or UPS so normal return policies apply.
If an order needs to be canceled and has yet to be shipped, we can refund all but 4% of purchase price including shipping fees (if any) regardeless of shipping method chosen.
Please note the reason for the 4% fee is we are now charged this by PayPal as they now do NOT refund these fees to us (so we are not keeping these fees, PayPal and credit card companies are, so please reserve your wrath for them).
If we have shipped the incorrect item or you as the customer have inadvertently purchased the incorrect item, we want to get you the correct product as quickly as possible, however we do need a written record, so this must be handled by email as well.
30 Day Return Policy
All non warranty return requests must be initiated within 30 days from the date of purchase.
(This excludes returns initiated by email, requesting us to take care of warranty issues on a product purchased from us or to repair a product out of warranty).
It is impossible to refund any return (in part or in full) that we receive after 60 days (by terms of Merchant Credit Card Agreements)
Any Return after 30 days of date of purchase falls under the terms of a Warranty Return (NO Exceptions if Economy Shipping was chosen due to losses we already take shipping this method)
Broken & Damaged Shipments
If an international shipment and a forwarder is used, we can only make claims up to this address, so ANY and ALL claims must be made by your forwarder once it arrives there broken.
After this, the breakage is 100% the responsibility of the forwarder and must be handled by them (we can provide an invoice for cost of damages and discount it too as a one time customer courtesy after proof of damage is provided).
• Also note, that if Economy shipping is chosen, we often use Parcel Post (as with other merchants along with its cousin Sure Post); THIS IS NOT A GUARANTEED SERVICE by the shipper and therefore there are not guarantees for this service nor return labels provided for ANY reason since we are already subsidizing or paying shipping outright for a service that does not provide us with a guarantee (We will work to correct this at our expense, but we will do this the most expedient way for us since we would be bearing all costs). PLEASE keep this in mind when ordering fragile items such as UV Sterilizers & utilizing Standard shipping.
Nondelivery
Once delivered and UPS, FedEx, or USPS shows a confirmed delivery, our legal obligation has ended. Theft of packages from a customer/recipient's property is the responsibility of the customer, not Aquarium Technology Inc or our contracted shipping agent!
We recommend contacting FedEx or USPS first with your tracking number, then contacting us to see where we might be able to help from our side, especially with UPS as they are very good about investigating any issues of non delivery.
For USPS, once delivered usually means DELIVERED and we can do little, especially since we pay extra out of our pocket for proof of delivery with every shipment. Problems of non delivery are VERY RARE with either service, but if you have had issues in your area, I would suggest requesting UPS 3 or 2 day air in checkout.
This said, occasionally USPS carriers make the "human" mistake of scanning delivery of a package at the wrong address, but new GPS technology in USPS scanners can show this, which is why it is IMPORTANT to contact the USPS immediately when your package shows delivery, yet is not at your location as it can be quickly tracked down!
As with broken/damaged items, all non delivery claims MUST be filed within 7 days (as per shipper rules).
Even with UPS or FedEx, unlike a broken item where we can send parts or whatever is need to fix the item, we have to wait for their resolution for non-delivery due to high incidence of fraud. We cannot send any replacements until UPS or FedEx finalizes their investigation.
Please note that is Economy Shipping is used, resulting in shipping via UPS SurePost, or USPS First Class/Parcel Post, NO CLAIM for missing package can be filed!
As well as per terms of agreement with our shippers, lamps/lights or other glass items are not considered covered. However we will cover ALL COSTS out of our pocket if Standard or higher shipping is used at checkout (with Economy we will also cover at our cost, but return shipping cost is the buyers responsibility as per our Shipping Terms).
International Shipping and Non Lower 48 USA Damage or Missing
As stated on our Shipping Page, we do NOT guarantee any shipment sent internationally where the buyer elects to use the less expensive Postal Shipping instead of UPS Guaranteed Shipping. If you have a problem with a broken or damaged shipment, we can certainly try to help.
If a shipping forwarder is used, once a package is delivered to them, it is their responsibility to check for damage prior to forwarding the package, especially since most forwarders re-pack items to save shipping costs.
We are NOT responsible for packages after they leave these forwarders, and ALL CLAIMS must be filed with the forwarder.
I would especially be wary of freight forwarders that use Postal forwarding, especially to Canada for fragile items.
Non-Defect 30 Day Return
WITHIN 30 days of date of purchase WITH original packaging
UP TO 96% of your order will be refunded if any method of shipping other than Economy was used to purchase, this does NOT include shipping fees paid since we cannot recover this cost nor the 4% fee PayPal charges which is also not refundable to us.
With larger/heavy purchases OUR total shipping cost often well exceeds the cost customers pay and this TOTAL amount cannot be refunded.
Please note; The CUSTOMER bears the cost of shipping to return a product that they decide not to keep.
If Economy Shipping was selected during checkout, since we bear the FULL cost of shipping the product out of the purchase price, the Maximum amount we can refund for "change of mind"/non defective returns is 85% (we can upgrade to another product of equal or great value for 95% of the original cost if Economy shipping was used, but return shipping costs will be applied).
We DO NOT provide Return labels under ANY circumstances if Economy Shipping was used
Return Address:
Aquarium Technology Inc
4990 State Highway 38
Drain, OR 97435