Terms and Policy
PLEASE DIRECT ANY SHIPPING OR ORDER STATUS QUESTIONS, PROBLEMS, OR CONCERNS TO US AT TropicalFishStore.com
A.R.B. Distributing, LLC
PO Box 8071, Grand Rapids, MI 49518
PHONE: (616) 534-5050
Hours of Operation: M-F: 9:00am - 5:00pm EST
Urgent Voice mail messages will be answered as quickly as possible.
PAYMENT
Prices Subject to Change Without Notice
There is a 150-dollar minimum order on Tenecor items, not including processing fee or tax if applicable. There is no minimum order on all other items. Orders may be prepaid with Mastercard, Visa, American Express, Discover, Money Order or Check. Personal checks require 2 weeks to clear before shipment. Standard aquariums and systems must be prepaid. Custom aquariums require a 50% non-refundable deposit to start production and the balance is due upon factory water test.
SHIPPING AND FREIGHT
A processing fee which includes all shipping and handling will be added to your total based upon the amount of your order. The shipping of all aquariums and systems is freight prepaid. All International orders must be prepaid including freight. Sorry, no C.O.D.'s for merchandise or shipping to P.O. boxes please.
Domestic Shipping
Since most Tenecor products are made-to-order, please allow 3 to 5 weeks for shipment. Most aquariums are shipped common carrier - curbside service. This means your order will be delivered to the curb of the delivery address you specify and you will be expected to remove it from the back of the truck. Deliveries are normally made between 8:00 AM and 5:00 PM local time. Other services are available for an additional charge. Smaller accessory items will be shipped by USPS, UPS, or Fed-X.
CANCELLED ORDERS
Orders cancelled BEFORE shipping, will be refunded minus processing fees (up to 4%). Since Tenecor aquarium are custom made to order, Tenecor orders may not be cancelled after 5 days.
MERCHANDISE RETURNS
Merchandise may be returned provided it is new and unused, within 14 days. All Tenecor acrylic aquariums are Custom - made to order. Custom aquariums may not be returned. Call for a Return Authorization Number(RAN). The RAN and original invoice must accompany all return requests. Return postage is the responsibility of the customer and a 25% restocking fee will be applied at that time. If merchandise is damaged in transit, the freight company and A.R.B. Distributing (Tropical Fish Store) must be notified at once. The return procedures will be processed at that time.
WARRANTIES AND GUARANTEES
All equipment is covered under the original manufacturers' warranties. PLEASE read carefully and keep your original invoice as proof of purchase. If merchandise is or becomes defective, notify A.R.B. Distributing, LLC (TropicalFishStore.com) for return procedures/instructions BEFORE shipping. All Tenecor custom and standard aquariums up to 1000 gallons carry a limited lifetime warranty. For aquariums larger than 1000 gallons Tenecor offers a 15 year warranty. Please note that these warranties become null and void if the aquarium is not placed on a stand specifically built to withstand the pressure and circumstances for an aquarium.
TENECOR ACRYLIC AQUARIUM - Receiving Procedures
Receiving
To insure your aquarium is everything you expect, we request that you follow a few specific procedures when it arrives. We rarely have any damage to our orders, but occasionally some breakage will occur.
INSPECT EACH PACKAGE BEFORE YOU SIGN FOR THE DELIVERY! THE DELIVERY DRIVER MAY INSIST ON YOUR SIGNATURE FIRST, BUT YOU HAVE THE RIGHT TO INSPECT EACH ITEM'S PACKAGE, AND MUST DO SO.
YOU MUST INSPECT EACH PACKAGE CAREFULLY, AND IF THERE IS ANY DAMAGE TO ANY OF THE PACKAGING, CALL TropicalFishStore.com IMMEDIATELY. DO NOT SIGN FOR THE SHIPMENT OR REFUSE THE SHIPMENT UNTIL YOU HAVE TALKED TO A TropicalFishStore.com SERVICE REPRESENTATIVE. HE OR SHE WILL DETERMINE THE BEST COURSE OF ACTION TO ENSURE YOUR SATISFACTION. AGAIN, INSPECT EACH PACKAGE REGARDLESS OF ANYTHING THE DELIVERY DRIVER MAY SAY.
CAREFULLY CHECK THE ENTIRE SHIPMENT FOR ANY SIGNS OF OBVIOUS DAMAGE, SUCH AS TEARS IN THE PACKAGING, BROKEN STRAPS, OR DAMAGE TO THE SKID. IF YOU FIND ANY DAMAGE TO THE PACKAGING, FIRST SIGN FOR THE SHIPMENT, THEN IN THE DRIVER'S PRESENCE, OPEN THE PACKAGE AND HAVE THE DRIVER NOTE ON BOTH COPIES OF THE FREIGHT BILL THE NATURE AND THE EXTENT OF THE DAMAGE. MAKE SURE THE DRIVER SIGNS YOUR COPY. KEEP ALL PACKAGING MATERIALS FROM THE SHIPMENT. IF THE SHIPPING COMPANY REQUESTS AN INSPECTION OF THE DAMAGE, THEY WILL NEED TO SEE THIS PACKAGING TO SETTLE THE CLAIM.
THE FREIGHT DRIVER IS CONTRACTED TO DELIVER YOUR AQUARIUM TO THE CURB BETWEEN 8 AM AND 5 PM MON-FRI. THE DRIVER IS NOT RESPONSIBLE FOR REMOVING IT FROM THE TRUCK OR CARRYING IT TO THE HOUSE. THESE SERVICES ALONG WITH SPECIAL DELIVERY TIMES, MAY BE AVAILABLE FROM THE CARRIER, BUT YOU WILL HAVE TO ARRANGE FOR THEM WITH THE SHIPPING COMPANY AT YOUR OWN EXPENSE BEFORE THE SHIPMENT ARRIVES TO YOUR RESIDENCE.
HERE ARE SOME COMMON MISTAKES TO AVOID
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DO NOT HAVE SOMEONE ELSE ACCEPT THE SHIPMENT UNLESS THEY ARE FAMILIAR WITH THESE PROCEDURES. IF A NEIGHBOR, RELATIVE, OR EMPLOYEE SIGNS FOR THE SHIPMENT AS BEING IN GOOD SHAPE, YOU LOSE THE SAME RIGHTS AS IF YOU HAD SIGNED FOR IT YOURSELF.
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DO NOT ASSUME THAT LOOSE PIECES ARE FINE. IN FACT, YOU CAN ASSUME THAT THEY ARE DAMAGED. Tenecor PACKS ALL COMMON CARRIERS SHIPMENTS ON A PALLET FOR ONE REASON - TO PROTECT YOUR MERCHANDISE.
Hopefully, your merchandise will never be damaged. Tenecor does everything possible to guarantee safe delivery of your aquarium. You can assure satisfaction by following these simple guidelines. If you have any questions regarding these procedures, please call TropicalFishStore.com for more information.
PRICES SUBJECT TO CHANGE WITHOUT NOTICE
Feb, 2008 - A.R.B. Distributing, LLC, P.O. Box 8071, Grand Rapids, MI 49518
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