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Store Policies

SUPPORTING YOUR LOCAL STORES…

The official Aquascape online store is owned by Aquascape, Inc ("Aquascape", "company", "we", "us", or "our"). As part of our effort to support our retailer network we try and fulfill your Aquascape purchase from the nearest retailer to your delivery location. Some of the email communication you receive during your shopping experience with Aquascape will be generated by Quivers (visit www.quivers.com or email [email protected]). They are our website partner and their software enables us to support your local stores, by allowing them to fulfill orders.


TABLE OF CONTENTS


30 DAY RETURNS

Changed your mind? If you aren't delighted with your purchase, you can return a product within 30 days and we will happily refund the purchase price (minus the original shipping charges).

It's easy to return a product:

  1. Call (866) 877-6637 or fill out our contact request form to initiate a return.
  2. An email will be sent to you with instructions for returning your product.
  3. Ship your unused product, in its undamaged original packaging, to the address identified in our email.

For more details on how to return your purchase, view the "Returns and Refunds" section below.


SHIPPING POLICY

While we make every effort possible to deliver goods within the estimated time frame, delays are occasionally inevitable due to holiday delivery schedules, inclement weather, unforeseen circumstances and busy periods. Aquascape, Inc. and our fulfillment partners shall not be liable for any delay or failure to deliver the goods within the estimated timescale. Risk of loss and damages passes to you once the goods are delivered to you or are left with a person or place nominated by you.

Aquascape uses multiple shipping rules to determine shipping and handling charges. When you check out, you can view the shipping and handling charges for your order. In the rare case that shipping and handling charges exceed the amount shown, we will notify you. You will also be notified of your estimated delivery date after your order is shipped.


Oversized Items

Oversized items are products considered bulky; heavy when packaged; or are shipped on a wooden pallet, regardless of weight. Additional shipping fees may apply to these items to cover the expense of shipping.


PAYMENT POLICY

Place Orders and Pay Online

Aquascape, Inc. has proudly chosen Quivers to manage order processing and fulfillment. Quivers is the provider of eCommerce solutions to over 1000 branded manufactures globally. When you order and pay online, their intelligent system immediately starts working to ensure a safe, secure checkout to allow you to receive your products as soon as possible.


Shop with Confidence

We accept payments with all major credit cards.

The billing address you provide must match the billing address that is on file with the financial institution that issued the credit card. If a credit card authorization fails, we reserve the right to cancel your order without notifying you.

Upon placing your order your credit card will be pre authorized. Your credit card will only be charged when your purchase has shipped.

We cannot resolve credit card problems with your financial institution if a credit card is declined. It is your responsibility, as a consumer, to settle credit card problems with the issuing institution.


SALES TAX

To help provide a total cost inclusive of tax, we will estimate the applicable sales tax based on the delivery address entered at checkout. The estimated tax amount displayed may be updated when your order is finalized and completed.

For U.S. shipping addresses, the estimated sales tax will be applied to your order if it is shipped from the same U.S. state as the delivery address, or if the fulfillment partner has determined a legal obligation to collect sales tax for such purchases. In states where sales tax is not collected, estimated tax displayed during checkout will be discounted from the order.

For Canadian shipping addresses, estimated sales tax will be applied to your order based on the laws and regulations of the fulfillment partner's local authority and the shipping address.


ORDER CANCELLATION

Cancellations can be made by calling (866) 877-6637 or filling out our contact request form.

Most orders begin processing shortly after being placed. Once the order is processed for shipment, a successful cancellation may not be possible. If we are unable to stop the shipment, you will need to await delivery of the order and initiate a return for the product. See our Return Policy for further details.


RETURNS AND REFUNDS

We Source as Local to You as Possible

As part of our effort to support our retailer network we try and fulfill your Aquascape purchase from the nearest retailer to your delivery location. If your purchase has been fulfilled in this way the return address indicated on the email we send you will identify this retailer with their address and contact information for completing your returns. In this situation your return must be processed by the fulfilling retailer.

To initiate a return, call (866) 877-6637 or fill out our contact request form. You can return most new, unopened items within 30 days of delivery for a full refund, as noted below:

  • Original delivery fees are refunded only if returns are for defective products, or incorrect orders.
  • You are responsible for shipping the products back and all costs involved. We recommend using a trackable shipping method such as FEDEX, UPS or similar.
  • You can only initiate a return after an order has been shipped.
  • Product must be returned in its original packaging with any included accessories and paperwork in new condition.
  • Refunds will be for the full value of the returned items unless otherwise noted.
  • Credit for returned items will be applied to the credit card that was used to make the purchase. Returns will be applied to the purchasing credit card within 5 to 10 days of the date that the return is received and processed by the fulfiller.
  • If a restocking fee will apply to returned items, the amount of the fee is displayed on the final checkout screen when you complete the order and is noted on the packing list included with the order.

Defective or Damaged Items

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please contact us for assistance.

If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then find shipping damage, please call the fulfiller immediately using the contact information included with the order packing list.

Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without contacting the fulfiller, you jeopardize our chances of making a claim, and you may not receive credit for the return.


Limits of Responsibility

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.


ORDER QUESTIONS

If you have recently placed an order and need further information, you can reach us by calling (866) 877-6637 or fill out our contact request form.


Errors on Our Site

Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. Aquascape, Inc. reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.

If your payment has already been processed for the purchase when your order is cancelled, Aquascape, Inc will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

If you are not fully satisfied with your purchase, you may return it in accordance with our Return Policy.

We reserve the right to modify or cancel the terms and conditions of these policies at any time without prior notice. Any modification will be effective immediately upon posting of the modified terms and conditions on www.aquascapeinc.com.