Occasionally products are damaged in shipping. We will replace the damaged product if you adhere to the following protocol:
Inspect all of your packages carefully upon receipt. We must be informed of all damages within one week of you receiving the product.
If there is damage, retain all shipping materials (including all outer and inner packaging boxes). Please re-pack the damaged product in the shipping box with the original packing material as we may put in a UPS/FedEx claim for the damages. If a product is damaged we retain the right to put in a damage claim with UPS/FedEx. UPS/FedEx retains the right to inspect any damaged merchandise, and they require that the customer retains the all shipping boxes. In many cases UPS/FedEx will not pay a claim unless the outer shipping box is damaged--and if you throw away this important evidence we can not put in a claim with UPS/FedEx and we can not replace your damaged product.
Call us at Toll Free 877.878.9349 or Email firstname.lastname@example.org regarding the damage and we will put in a claim with UPS/FedEx. If we need the damaged product returned either UPS/FedEx will pick up the product and return it to us or we will send you a UPS/FedEx Return Label (a pre-addressed, pre-paid shipping label). In most cases we will send out replacement products prior to when the damaged product has been returned to marineandreef.com.
How will you ship my order and when will it arrive?
Orders are shipped via UPS, FedEx and the USPS (United States Postal Service). If you have a preference for a company, you can request that company in the order comments section (in the Payment Information section of the last checkout page). A few items, such as very large chillers (1HP and above & Red Sea Max Aquariums), are shipped via trucking companies such as Yellow Freight and R&L Carriers.
Expedited orders are sent via FedEx. However, if there is a problem with shipping FedEx at a particular time, due to the driver not showing up or a problem in a particular FedEx delivery area, we will send the order via the equivalent UPS service.
Canada orders are shipped UPS Standard.
On business days (business days are Monday through Friday, non-holidays), if we have the item in stock, orders are shipped within one business day. We typically will ship orders we receive before 2 PM (Arizona time) on business days on the day we receive the order. Weekend orders are usually shipped on Monday. In general, we do our best to ship as quickly as possible. Occasionally, our inventory is incorrect and we can't ship the order right away. We'll let you know as soon as possible by Email if an item you ordered is out of stock.
Almost all products are shipped from Tempe, AZ, and Ground orders shipped from Tempe will take anywhere from 1 to 5 business days to arrive.
Expedited Orders Times:
FedEx Priority Overnight takes one business day. Packages will be delivered by 10:30 AM, but there are some remote areas where the package will not be delivered until 5:00 PM.
FedEx Standard Overnight takes one business day. Packages will be delivered to most areas by 3:00 PM, but there are some rural areas where it will not be delivered until 5:00 PM.
FedEx 2Day takes two business days. Packages will be delivered to business by 4:30 PM and to residences by 7:00 PM.
FedEx Express Saver takes three business day, and will be delivered to a business by 4:30 PM and a residence by 7:00 PM.
Please keep in mind that business days are Monday through Friday, non-holidays. For example: An order placed on Wednesday after noon using FedEx Express Saver will not arrive until the following Tuesday (or later if any of the weekdays are holidays). Although FedEx does have a Saturday delivery service and Saturday pickup, for various reasons we do not use these services.
We do not ship on FedEx holidays, and FedEx holidays are not business days. For 2014 New Year's Day, the 4th of July, Thanksgiving Day, & Christmas Day are FedEx holidays. FedEx will not pick up or deliver packages on these days. The USPS also has the same three holidays and will not be picking up or delivering on those days.
The following products are drop shipped from manufacturers:
Red Sea Max Aquariums (shipped from Houston, TX via commercial trucking companies--can take up to 10 business days)
Emperor Aquatics UV Sterilizers, bulbs and quartz sleeves over 40 watts (shipped from the East Coast--can take up to 10 business days)
1/2 HP JBJ Arctica Chillers (shipped from the West Coast via commercial trucking companies--can take up to 10 business days)
1 HP and larger SeaLine and Pacific Coast Imports chillers (shipped from Oregon via commercial trucking companies--can take up to 10 business days)
Hamilton Technology lighting fixtures and retrofits (shipped from the Los Angeles, CA--can take up to 10 business days)
My Reef Creations Calcium Reactors
On occasion, when we are out of stock on an item, some manufacturers will drop ship the product for us.
For all the products shipped from Tempe, AZ (from where 99% of our products are shipped from) consult the FedEx Shipping map below for the exact shipping time to your area. We try and ship orders so that they'll arrive in the shortest time possible. When choosing a carrier we take into account that FedEx delivers to residential addresses on Saturday and not Monday, while UPS doesn't deliver on Saturday but does deliver on Monday. Some states, such as Pennsylvania, we always ship FedEx as the package will arrive one day sooner than with UPS.
We ship many of our smaller order via USPS Priority and First Class Mail. USPS shipments quite often takes less time to arrive than FedEx or UPS shipments.
Marineandreef.com will only ship to the United States, Canada and Puerto Rico locations (for other countries please read the information about Bongo International below).
We include all Brokerage Fees, Bond Fees, Duties and Taxes in the UPS Shipping price. You will not need to pay the UPS driver. Please keep in mind that if our Canada shipping prices appear high, it's because we're paying the following on your behalf:
Brokerage Fees. For orders under $200 these Fees are only $10. For orders over $200 they jump to $45.60.
Taxes. As I'm sure you realize, the combined GST, PST & HST can be as high as 15%.
Duties. Most products we sell are non-NAFTA and can have duties as high as 8%.
Bongo International Shipping
We have partnered with Bongo International to service our customers Worldwide!
Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.
International customers can save up to 82% off typical international shipping rates by following these four easy steps:
Register with Bongo and receive a U.S. shipping address.
Enter the Bongo address as both your billing and shipping address.
Use the credit card that you have on file with Bongo as the payment method.
Once the order arrives at Bongo, log into your account to forward to your country.
If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.
Click on the Bongo Banner below to get started!
How much is my shipping & handling?
Orders under $99 to locations in the 48 contiguous states are $6.99 to ship. Orders over $99 to the 48 contiguous states are shipped for free. There are no products exempted from the free shipping offer. These options are shipped FedEx Ground, FedEx Home, UPS Ground, USPS Priority Mail, or in the case of very small items, USPS First Class.
We also offer expedited shipping options and shipping to Canada, Puerto Rico, Alaska and Hawaii. To get these shipping prices just put your items in the shopping cart and enter your state and zip code into the Calculate Shipping & Handling Fees boxes and choose Recalculate.