To make a return, please call (we do not accept faxes or e-mails) us with complete details and reason for return request. Upon approval, a return authorization (RA) number will be issued along with a return address. Once RA number is issued, simply ship the package back to address provided in new condition and in original packaging. Returns for replacement or exchange will not be subject to a restocking fee. Returns for refunds are subject to a restocking fee of 25% or $15.00, whichever is greater. Customers are responsible for original and return shipping costs unless item arrived damaged (original shipping charges will apply for any items returned if originally shipped free).
All returns and exchanges must be authorized by our customer service representatives within 14 days of delivery. No returns will be accepted if the product has been opened from original packaging or has been used (no altered parts will be accepted or credited). Special order items are not returnable and/or are subject to 35% restocking fee under our discretion. We reserve the right to reject returns on non-defective products. Returns will be handled on a case by case basis. Items arrived by special delivery or truck freight are not subject to returns. If item is damaged it must be signed for as "Damaged" upon delivery otherwise it is not eligible for exchange. Some products may be damaged during transit. Inspect all packages immediately in the presence of the delivery person. Do not sign delivery receipt until all packages have been inspected. In the event that damage has occurred, physically write "damaged" on the bill of lading and have the delivery person sign it as verification. Retain all boxes and other packaging material as package may be subject to inspection by the carrier. Call FishTankWarehouse.com within 24 hours to file a claim request. Failure to comply with this policy may result in a denial for damage claim.
Any customer who refuses delivery of an order will be required to pay the original shipping charges, the additional return freight charges, and a 25% restocking fee (35% on special order), or $15.00, whichever is greater. These charges must be paid in full before any future orders will be shipped.
If a shipped order arrives with obvious damage, customer can refuse to accept it and the shipping company will return the merchandise to FishTankWarehouse.com. Upon receipt of the returned damage order, we will ship a replacement order. If the damage is discovered after delivery has been accepted, customer is to call the shipper and file a damage claim. The shipper is responsible for reimbursement payment for damaged goods.
To cancel an order, please contact a customer service representative immediately (7AM - 3PM PST – M-F) at 612-568-0074. Orders cannot be canceled by email or voice mail. If an order is canceled before it has shipped but after the credit card has been charged, a 10% order processing fee will be assessed. Orders canceled prior to credit card charging are not subject to this fee. See Merchandise Return above before returning an item after it has shipped.