General Info > Terms of Use
Terms of Use
Terms and Conditions:
Damaged Shipments:
Please inspect every shipment before signing your delivery receipt. Signed delivery receipts are proof that your shipment has arrived complete and without damage. You may refuse your shipment if it has been damaged in transit without penalty. Claims will not be paid if the delivery receipt is signed complete and without damage. If you sign for the merchandise in satisfactory condition, it then becomes your responsibility to file the claim with the carrier. If the damaged package is delivered without your signature, notify us immediately, and we will file the claim with the carrier. Please retain all packing materials until the package is inspected or picked up by the carrier.
Defective Merchandise:
We take great care in selling quality merchandise from reputable manufacturers. However, there are occasions when a product is defective, and is under warranty, from the manufacturer. Should an item fail that is under warranty, please notify us immediately. We will guide you through the return/replacement policy for that particular manufacturer. Items that were free, included at no charge, or sold from clearance or discontinued stock are not warranted by Natures Aquatics.
Out of Stock Items:
From time to time, there are unavoidable shortages of our inventory, and an item may not be available at the time your order is shipped. This occurs when the demand for an item is higher than expected, or the manufacturer is unable to fill our order due to shortages of materials. We do apologize for this inconvenience. We will not hold shipment of an order until it can be filled completely. We will ship all items in stock, and promptly ship backordered items as soon as possible, with no additional delivery/handling charges.
Payment:
Payment must be made at the time the order is placed. We accept Visa, MasterCard, Discover American Express and PayPal. Prepayment through mail-in-orders can be made by money order or certified bank check. If ordering by mail, please ensure that all shipping/tax charges are included. No C.O.D. shipments.
Once an order is submitted, there is a very small window of time that it could be altered or changed, Also, once submitted for payment, all cancelled orders will be subject to a 15% cancellation fee regardless of how long ago the order was submitted.
Pricing & Sales Tax:
Prices are subject to change without notice. Pennsylvania residents add 6% sales tax. Pricing in our retail store may vary, please call to varify in-store price before visiting to make a purchase.
Returning Merchandise:
We have taken extreme measures to provide information needed to make an informed decision regarding purchases. In the event that an item you receive is not what you expected, you may return it to us provided: the item has not been used; the item is in its original package; is in a sellable condition; and all parts, instructions, and unmarked warranty cards are included. To protect the original factory carton from any shipping damage, please place it inside another carton for return shipping. Returns are subject to a 15% restocking fee. The only exception to the 15% restocking fee is if you order replacement items of equal or greater value. We will waive the 15% restocking fee on replacement shipments, but we must charge an additional delivery/handling fee when replacement is shipped.
Returns are accepted within 30 days of receipt (when you receive the product). You must call to receive important return information before returning a product. If the return procedure is not followed, your return will be refused as it arrives. If the item originally had free shipping, the cost of shipping and a 15% restocking fee will be deducted from the credit to the customer. Please allow 2-4 weeks for credits to be processed. Freight will not be reimbursed. If you return items to Natures Aquatics it is your responsibility to provide tracking and delivery confirmation. Natures Aquatics is not responsible for lost or damaged product shipped by the customer. The customer is responsible for all freight costs to return unused items.
Books, software, and all custom cut products, including but not limited to, pond liners, underlayment, filter material, netting and tubing, opened unsealed liquids, aquatic plants, fish, fish food, plant food, replacement bulbs, plumbing parts, special order items, close-outs, and/or medications are non-returnable items.
ALL returns require prior authorization, and an RMA# (Return merchandise authorization) number, which must be on the outside of the returned package. The return authorization number and address can be obtained by contacting us with your request. All returns must be be accompanied with a copy of your invoice, and a completed Returns Form. (See bottom of page)
Shipping:
Items offered with "free shipping" apply only to shipments made within the continental U.S.A. Free shipping does not apply to orders to Hawaii, Alaska, Puerto Rico, and other areas outside the continental U.S.A. These will be charged actual freight/postage charges incurred with the shipment. UPS cannot ship to P.O. Boxes; therefore, please include actual physical address. Note: We do not ship to Canada.
Shipping is usually via UPS Regular Ground, however we offer Special delivery services of Next-Day Air, 2nd Day Air and 3-Day Select are available. It is our option to ship via FedEx for handling of specific items if necessary. In event that customer refuses delivery or cancels a delivery after merchandise has been shipped from the factory, the customer will be responsible for all UPS charges to and from the shipping location and a restocking fee.
Freight Deliveries:
All freight deliveries (through contracted trucking firms) to residential locations must have someone on location to unload the products. Truck drivers are not responsible for getting oversized items off the truck. Shipping charges do not include a Lift Gate. If you require a lift gate, we must be aware of this before a shipping quote is made.
Important: Inspect freight BEFORE YOU SIGN. Note on the freight bill any obvious damage at the time of delivery. Failure to do so will result in you or your company being liable for damaged merchandise. Notify the carrier immediately upon delivery of any noticeaable damage. We cannot assist you in working out a settlement with the carrier unless they are immediately notified of the damage. If you suspect damage, OPEN IMMEDIATELY. Even if no damaged goods are suspected, open the carton within 14 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by the carrier. Please make sure you retain a signed copy of the Bill of Lading or shipping paperwork for your records.
Once you are contacted for delivery by the carrier, it is your responsibility to accept delivery unless other arrangements are made. Any storage fees incurred due to failure to accept delivery will be the customers responsibility. In the event a customer refuses shipment after shipping from the factory, the customer will be responsible for all freight charges to and from the shipping location and a restocking fee. Should the customer request to pickup a shipment at a local freight company terminal and the customer does not pick up the shipment, the customer is responsible for the cost of shipping both to and from the freight terminal and a restocking fee.
Waiver:
Recommendations by our staff are not guarantees. Items purchased based on these recommendations are to be considered standard purchases with no special treatment including for returns. The purchaser is responsible for making the correct purchase for their application. Although our staff is highly trained, many customers often leave out or forget important information regarding their application hindering proper recommendation. Information about all products listed are supplied by the manufacturer and not Natures Aquatics. The Natures Aquatics staff are not liable or responsible for any recommendations unless expressly written on paper and signed by the recommender and management. Natures Aquatics.com shall not be responsible for any damage caused by shipping delays, use of products, errors in shipping, or damage to personnel, lost income and damage caused by the installation of said products.
RETURN AUTHORIZATION FORM
To return an item within the allowed time period, contact our staff to receive a RA#. Products returned without a return authorization number clearly marked on the outside of package will not be accepted.
You must print this form, complete it and send it along with copy of invoice with your return.
Customer Name ______________________________________ RA# __________________________
Address_____________________________________________________________________________
__________________________________________________State_______________ ZIP __________
Phone Number ________________________ Email __________________________________________
Customer Service Representative you spoke to: ______________________________________________
Invoice Number ______________________
Items Being Returned: __________________________________________________________________
____________________________________________________________________________________
___________________________________________________________________________________
Reason For Return: ____________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
Natures Aquatics
3107 Conway Wallrose Road
Baden, PA 15005
1-724-869-3317
