Aquarium Creations Online Guarantee Details and Return Information
 

 

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Creations Guarantee and Returns Details

 
   

Guarantee and Return Details for Aquarium Creations
Dedicated to providing our valued customers top quality marine fish, marine invertebrates and beautiful live coral at Best Prices all year long!

Does Aquarium Creations Online Guarantee the Exact Size Marine Life You will Receive?
We guarantee that you will receive healthy, quality marine life. But we have to allow a size change if necessary to be able to choose the best for you. The best part though is if we have to go up in size Aquarium Creations Online will not charge an extra charge to cover the difference, further if we have to downsize, say receiving a medium/large instead of a large we DO provide a refund for the difference in what you paid and the lower price. If you have any questions or would prefer not to allow changes in size just contact us when you place your order and we will mark your order, No size changes. Any questions just write to us at acol.customerservice@gmail.com .


Does Aquarium Creations Online Have A Livestock Guarantee? We sure do! Aquarium Creations provides a full 48 Hours to make sure your livestock is perfect after delivery. All Marine Life purchased is covered except replacement marine life shipped from a previous warrantee claim, and items noted as "Restricted", "Difficult" or "Expert". If any portion of your marine life purchase dies within the 48 hours following delivery and our guarantee terms have been met, Aquarium Creations Online will email you a coupon code good for the dollar amount of your marine life loss covered. Your coupon is good for a full 24 months towards any marine life purchase. Aquarium Creation's Online reserves the right to reship at our discretion. This guarantee is limited to the value of marine life that has died and does not cover any associated damages or shipping charges.

What about Bundled Marine Life Packages?
If part of a bundled marine life package does not make our guarantee period, we will credit you a prorated amount of the price. The price will not be the retail price for the item or items, since the items are all discounted when part of a package. Bundled products include such items as Coral Packages, Clean Up Crew Packages, and other products that we sell as one product.

What about Free Marine Life?
There are no guarantee's on free marine life received.


How Do I Make a Guarantee Request? Phone messages, a phone text, or an improper email cannot be accepted for guarantee claims. You must use the proper email guarantee request. It is our sole method to track and record all guarantee request claims. This system allows us to review and credit your account most efficiently and adds to our database so we can track DOA issues. Your claim is not considered submitted until the guarantee request is made correctly pictures provided. For Aquarium Creations to validate your marine life guarantee the marine life package must of been delivered to the customer on FedEx's first attempt. Your delivery time stamp records from UPS or FedEx are used for this purpose. If a loss occurs within the 48 hours after delivery do the following:

1. You MUST send the "48 Hour Death" email to orders.acol@gmail.com during the 48 hour guarantee period. Your time stamp records from UPS or FedEx are used for the start of the 48 hour guarantee period. If a death is emailed to us beyond 48 hours we are sorry but it is beyond the guarantee period.

2. Send us an email, you MUST include the following in the subject line: your order's 5-digit invoice number followed by the phrase "48 Hour Death". Subject Line Example: Invoice 12345 - 48 Hour Death .

3. Take pictures of the expired marine life. The picture should show the animal out of its bag, on a white background, with the tail cut off to prove the death.

Once we receive your email, we will validate with our delivery records and if valid, provide you a special code to use when placing another order. The code will subtract the amount off your invoice before being charged.

Marine Life Guarantee for "Difficult", "Restricted", or "Expert" Marine Life
Items marked as "Difficult", "Restricted", or "Expert" are either bad shippers or very hard to keep alive. There aren't many and they are noted in the "Level of Care" section on the particular fish or corals website page. Aquarium Creations "Difficult", "Restricted" or "Expert" marine life are for those very hard to keep marine fish, hard to keep live coral, and hard to keep invertebrates that should be purchased only by a very advanced aquarist that knows the risk and decides to take the chance or for a science group that must have the species anyway. Otherwise our recommendation is leave Difficult, Restricted and Expert items for the more advanced or experts only. For a these restricted species to receive a credit coupon the marine life package must of been delivered to the customer on FedEx's first attempt. Your time stamp records from UPS or FedEx are used for this purpose. If the marine life is delivered DOA or or within the 2 hours following delivery immediately do the following:

1. You MUST send the "2 Hour DOA" email to orders.acol@gmail.com during the 2 hour guarantee period. Your time stamp records from UPS or FedEx are used for the start of the 2 hour guarantee period. If a death is emailed to us beyond 2 hours we are sorry but it is beyond the guarantee period.

2. Send us an email, you MUST include the following in the subject line: your order's 5-digit invoice number followed by the phrase "2 Hour DOA". Subject Line Example: Invoice 12345 - 2 Hour DOA .

3. Take pictures of the expired marine life. The picture should show the animal out of its bag, on a white background, with the tail cut off to prove the death.

Once we receive your email, we will validate with our delivery records and if valid, provide you a special code to use when placing another order. The code will subtract the amount off your invoice before being charged.

How Do I Use My Available Credit I Have?
Your store credit will be kept in your individual account on our database. Your credit expires 24 months after your original purchase date. On your next purchase if you choose, simply go to the Gift Certificate / Coupon area of checkout and follow along. If the complete store credit is not used, it will keep the balance for a future order. Store credit applies to marine life orders only. Store credit can be used with promotional offers but it does not count towards any minimum purchase requirement.

Refused Deliveries
If a marine life delivery is refused for any reason, the customer will be held liable for the full cost of the invoice plus return freight charges if returned.

Weather Unsafe for Shipping
If an area is currently experiencing temperatures that makes shipments unsafe (too hot or too cold) to safely keep your marine life safe during shipping Aquarium Creations will hold your order and wait for safer temperatures to ship. For shipments to go both the day and night temperatures must be 35 degrees or above. If even though temperatures are not within our shipping guidelines the customer insists delivery simply put, the buyer assumes all responsibility, no guarantee of live arrival, or healthy arrival will be provided for the shipment. If weather forecasts call for weather where delivery may be interupted, Aquarium Creations will hold your order and wait for a different day to ship.

Late Shipments Due to Carrier Delay
Although Aquarium Creations does everything we can to not ship if there are any weather warnings, if a delay occurs Aquarium Creations will not be held responsible for late arrival of marine life. Question: Will my marine life make it? Answer: The majority of time Aquarium Creations marine life will easily last an extra day of shipping time. We use 48 hour heat packs / ice packs and more than enough oxygen to last an extra day of shipping time. Therefore under normal circumstances your fish, live coral and invertebrates will be perfectly fine. We do recommend highly on very late shipments to double the recommended acclimation time given. If you have any questions on acclimating late shipments please contact us.


Terms of Sale Aquarium Creations shall not be held liable for any special, consequential, incidental or other damages to the product, including but not limited to, damages for loss of profits, loss of use or any damages or sums paid by buyer to third parties. By buying from Aquarium Creations you are accepting the terms listed herein including all conditions and our returns policies.


Marine Life Returns Due to the very specialized shipping methods necessary to ship marine life to customers Aquarium Creations cannot accept returns of any marine life under any condition.


What to do about shipping damage on Aquarium Equipment & Supplies? We apologize greatly for any product that is damaged in shipment and we will do all we can to rectify the situation as quickly as possible. Please notify us by e-mail with digital pictures to orders.acol@gmail.com As soon as we are notified we will be able to notify and make a claim with the shipping company. Due to shipping rules of both UPS and FedEx damage must be notified of breakage within 3 days of the date of delivery. Therefore this is your time limit. Any notification of damage or a discrepancy more than 3 days from the date of delivery will not be considered for a return because we are unable to make a carrier claim.


Aquarium Live Rock and Live Sand Returns We gladly accept returns on Live Rock and Live Sand but the aquarium live rock or live sand must be returned packaged safely and in the same condition as it was shipped out. The refund will be for the exact weight received back. Shipping charges to and from are not refundable.


Returns of Aquarium Equipment and Aquarium Supplies Light bulbs, aquarium chemicals, test kits and all special orders are not returnable. Products damaged, soiled, modified, or otherwise altered are not eligible for return. Beyond that all equipment ordered may be returned within 30 days. All returns must be in the same condition and packaged well enough to ship safely back to us. If a product is returned with shipping damage, minus parts, packaging, paperwork, etc. a refund will not be provided. Shipping charges to and from are not refundable.


Returns of Defective Equipment All manufacturers handle there own warranty issues directly. Products should never be returned to Aquarium Creations. If a product needs warranty for reasons such as repairs or replacement, then the manufacturer will cover return standard UPS Ground or USPS shipping within the U.S. only. Expedited shipping will only be available at the cost of the purchaser. Loaner products will not be available during the duration the product is in for repairs, maintenance, or in the midst of being replaced.The warranty applies against defective material and workmanship of the product. Any additions, modifications, or other changes made to the product made by anyone other than the manufacturer voids the warranty. Loss or damages resulting from any cause other than normal use and operation such as but not limited to exposure to weather, abuse, misapplication, accidents, or mishandling will also void the warranty.is a pending warranty claim.


Order Cancellation All Refund Requests and order cancellations must be sent by email and the customer must receive a return email. Phone cancellations are not acceptable since a written record of all transactions must be kept. Please send your email request to orders.acol@gmail.com. Please Use the Subject Line "Refund for order 12345" Refunds take approximately 7 days to process. Refunds are not provided for the following: Special ordered livestock, livestock orders that have been held for the customer, livestock orders that have been held at the customers request, orders held due to weather conditions. In these cases a refund cannot be provided but Aquarium Creations will provide a dollar coupon equal to the the dollar amount spent. The dollar coupon may be used any time with no time limit for a marine life order.


Copyright 2020 Aquarium Creations Online
Photos are representative of each species. All marine life is unique and your coral may not look identical to the image provided.