FISH D.O.A. Policy
D.O.A. MEANS "DEAD ON ARRIVAL" and
DOES NOT MEAN LOSSES EXPERIENCED LATER ON.
Any Losses in Fish Upon Arrival (D.O.A.) will be given REPLACEMENT CREDIT on the
next fish order
if We Are Notified by PHONE the SAME DAY that the fish arrive at your Airport
Destination (or UPS
delivery time). If you wait and call the next day the guarantee is VOID.CUSTOMER'S
OBLIGATION
IS THE RESHIPPING CHARGE AND A BOX CHARGE.
Airport Pick-up time can be no longer than 3 hours after customer's notification of
arrival time at their
destination for live arrival guarantee.
We raise quality fish and they leave our facility in the best possible condition and are
packed well, however,
we are unable to predict how they will be handled or WEATHER conditions in which they
might be exposed.
Because of this we include EXTRA FISH and they are noted on the bag. Please consider these
EXTRA FISH
(even if they are not the same fish that were DOA) against any D.O.A.'s you may claim.
Be sure to include name, shipping address, phone number and method of payment, and Airport
when it applies.
When you receive your fish they are naturally stressed out from the shipping and should be
removed from
the shipping bags as soon as possible. The quicker the fish are put into clean water the
easier it is on them.
Some fish will start swimming right away while some other (like those in the Lamprologus
genus) will go to
the bottom, perhaps lie on their side and just sit for awhile until they feel comfortable
in the new surroundings.
Please give them time to settle in. Some will even accept food the first day.***POLICY FOR FROZEN FISH FOODS***
NOTE . . . . THERE IS A MINIMUM ORDER OF 12 LBS. OF FROZEN FISH FOODS. They
can be mixed
or all of the same kind. (Less than that is very difficult to keep frozen). Products are
shipped in corrugated
boxes with polyfoam liner. We do our best in packaging the frozen fish foods, however, we
can not foresee
what will happen to the products once they leave our facility, as a result, understandably
. "WE DO NOT
GUARANTEE FROZEN FOODS". What we do guarantee is that the products will leave us in
the best
condition that we can offer and that we will do all that we can to see that these products
reach you in the
same condition. Catalog numbers that are followed by the letter "F" do not
include shipping and packaging.
Frozen foods are shipped separate from other products. The AVERAGE shipping & ice
packaging charge
for 12 lbs. of Frozen Fish Food is between $20 & $35 depending on the distance
shipped. Due to the fact
that actual shipping and ice packing charges will not be known until the order is boxed
and weighed.
There is no C.O.D. Service on frozen fish food orders.
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| RETURN POLICY Please read carefully before ordering. It is the
customer’s responsibility to be aware of our return policy.
THERE ARE NO RETURNS, EXCHANGES, or CREDITS ON ANY FISH FOODS, BOOKS,
SPECIAL ORDERS, USED PRODUCTS or SALE ITEMS.
We sell only new merchandise, therefore we cannot accept returns on used products. We
sincerely hope that
you are completely satisfied with your merchandise, but in the event that you need to
return, exchange or
credit your account for a returnable item, you can only do so if the item is unused,
unopened and in original
factory condition. The item must be returned prepaid and received at our facility within
thirty (30) days from
the date on the invoice. (Original factory condition means that the product must include
all packaging material,
warranty cards (not filled out), manuals and accessories must be unused, without broken
seals on sealed
packages and cannot have damaged packaging.) It is the customer’s responsibility to
return properly. Please
use adequate cushioning materials, packing peanuts, crumbled newspaper, or something
similar. We recommend
that you insure the item being returned. Please allow up to two (2)-billing cycles for the
credit to appear on your
credit card.
All applicable returns must include the following:
1} All returns must be received within 30 days from the date on the invoice. NO
EXCEPTIONS.
2} Copy of the Invoice.
3} Reason for the return and returned items indicated on the invoice.
All applicable returned items will be charged a 10% restocking fee, and they will exclude
original shipping.
If you choose to exchange or credit your merchandise, the total amount must be included
before we can reship
the items you request. The shipping also must be added and be figured from the total of
the items being
re-shipped. There are absolutely no returns on used products.
If a returned item is received damaged to our facility, customer will be notified prior to
determining credits.
DAMAGED, FAULTY PRODUCTS OR
SHORTAGE CLAIMS
All products are thoroughly examined for possible damage before leaving our
facility. BE ADVISED THAT
THE SAFE SHIPPING IS THE RESPONSIBILITY OF THE CARRIER AND NOT OF OUR WAREHOUSE.
All products should be examined and tested upon the customer’s receipt. If your
package appears to have been
damaged in shipment, please notify us. Keep all packaging materials. UPS will send an
inspector to your address.
They will not pay any claim if the box and packing materials have been discarded. For your
protection keep all
items. In the event of a DAMAGED PRODUCT:
1} Wet Thumb must be notified during within three {3} business days of the customer’s
receipt of a product
damaged in shipping. (586)725-0960
2} Replacement of the damaged merchandise will be shipped to the customer after UPS has
inspected the
package and upon receipt of the claim verification to Wet Thumb Aquatics.
On a FAULTY Product:
1} Upon receipt of the package, all products should be examined and tested. In the event
of a faulty product,
Wet Thumb Aquatics must be notified, during business hours, within 3 business days of
receipt of the package.
2} If a product becomes faulty during usage, the item then applies to the warranty or
guarantee that may be
supplied by the manufacturer and understandably not by Wet Thumb Aquatics. In this case,
the manufacturer
should be contacted, by following the directions listed on the warranty card or guarantee,
if one applies. In the
event that you need assistance with contacting a manufacturer, we will be glad to assist
in supplying the customer
with the necessary information. If an item is returned without complying with the above
conditions, it may be
returned back to the customer or the package may be held waiting for the customer to claim
it.
SHORTAGE CLAIMS: All orders are examined before leaving our facility for accuracy. In the
event of a
shortage claim: Wet Thumb Aquatics must be notified during business hours, within three
{3} business days
of the customer’s receipt of the package. If you delay this information, we will be
unable to rectify the problem.
OUT OF STOCK ITEMS: It is unavoidable when stock shortages occur.
1)Sometimes the request for an item is much more than expected and our manufacturer needs
time to re-supply
us the additional merchandise.
2)Our manufacturer has backordered the merchandise due to a shortage of parts or
materials.
WE APOLOGIZE SHOULD ANY ORDERED ITEMS BE OUT OF STOCK.
PRICES LISTED ON THE WEBSITE:
We make every effort to ensure that the prices listed on this website are
accurate. There are times when the
price of an item will change and it takes a few days before we are able to update the
website and you will be
charged the updated price. Item prices are subject to change without notice.
GENERAL INFORMATION ON SHIPPING:
Most hobbyists ordering for the first time are interested in how we ship and
the cost. There is no real
inexpensive way to ship fish safely. We ship 3 ways:
UNITED PARCEL NEXT DAY AIR…depending on the zone you are in from our
hatchery the cost can vary.
Regardless of how many fish are put in the box, 2 or 40, the cost to ship is the same. A
standard fish box
(cardboard with a styro insert) measures 18"x18"x10". It will hold 7 fish
bags and each bag will hold from
4 to 6 fish depending on size. The fish leave our hatchery in the late afternoon and the
shipment has a guaranteed
arrival time the next day. This is determined by your zip code and we give you this
information when you place
an order as it is very important for someone to be at the location to receive the fish and
put them in an aquarium.
We call the customer to confirm that the order has been sent. Shipping schedules are
determined by the weather
and we can’t ship in extreme weather, cold or heat.
U.S. POST OFFICE EXPRESS MAIL…Cost for shipping is based on the weight of
the box and the distance
shipped. The cost is less that UPS but can range from one to 3 day delivery time. We do
not have a guarantee
on 2 or 3 day shipments.
AIR FREIGHT…We ship by one of the airlines such as Northwest, Southwest,
Delta, US Air, Etc. Northwest
gives us the most direct flights to the larger airports. Direct flights have a definite
advantage. There is usually
between a 3 and 4 hour change-over time needed when the shipment has to change flights in
order to get to your
airport. The shipping charges are paid when you pick up the fish and this charge varies
with the distance shipped.
Charges are based per 100 lbs or less. The average is between $45.00 and $75.00 and the
shipment must be
paid at the Cargo Office at the airport when the fish are picked up. There is a $4.50
charge for each shipping box.
No minimum on fish orders, however, all orders must be prepaid and include payment for
fish, box and shipping
where needed. (Air freight is paid at the time of pick-up)
HOW TO PAY FOR YOUR ORDER:
We can accept credit cards such as VISA, MASTERCARD and DISCOVER or we will
accept a Personal check.
(they are put through Telecheck verification funds service. We do not have to hold your
check with this method
for it to clear.) |
