Shipping & Ordering Policy

ORDERS

• Orders may take up to three days to process after payments have been cleared
• Payments received Wednesday (noon and after EST), Thursday, and Friday, orders will ship on Monday of the upcoming week
• Payments received on Saturday and Sunday, orders will be shipped on Tuesday of the upcoming week
• Customers are responsible for providing a safe and accurate shipping address to deliver. Please double check your address in your order confirmation
• We will not give refunds for orders where FedEx has determined there’s no safe location to leave package
• Saltwater Pros Inc. is not responsible for unfortunate events such as misplaced, lost or stolen packages during transit. Under all circumstances FedEx is responsible. We will do our best to assist all customers regarding missing packages
• Saltwater Pros Inc. has no control over delays of the package during the shipping process. You would need to contact FedEx customer service to help answer and track your order. We will do our best to assist all customers with obtaining transit information of your order
• All claims will be thoroughly reviewed case by case; claims may take up to three weeks to process. Once FedEx responds to your claim, we will be able to take further proper actions to resolve this mishap. Until then, your patience is much appreciated as we work with the shipping carrier(s)
• Filing a claim does not guarantee FedEx to partially or fully compensate/reimburse you for your lost/stolen package, but we will do our best to assist you through the process

SHIPPING

• Orders will be shipped to the address given at checkout
• Saltwater Pros Inc. DOES NOT ship to P.O. Box address
• Saltwater Pros Inc. WILL NOT refund orders that were given insufficient, inaccurate, or invalid address
• NO REFUND on shipping cost for any reasons

DOMESTIC SHIPPING AND HANDLING

• Shipping inside of Toronto is flat $30.00 via FedEx Priority Overnight by 10:30AM
• Outside of Toronto is calculated at checkout by FedEx Priority Overnight shipping
• Get Free FedEx Priority Overnight shipping on orders over $350 inside of Toronto, and outside of Toronto is $450.00

SALES

• All sales are final
• Exchange must be done two days in advance
• No guarantees on colours accuracy for colours may slightly vary from WYSIWYG items due to your light fixtures, settings, and tank environment
• No refund for any deaths that occur during or after your acclimation process

DOA Policy

• We guarantee that all livestock will arrive alive and as described. In the event of Dead On Arrival (DOA) we must be contacted within 2 hours of package delivery (FedEx posted time), along with clear photos of the dead coral both in the shipping bag and out of the bag. After receiving photos, we will advise what to do with the DOAs, do not discard until instructed. Failure to notify us within the 2 hours time period will void any guarantees. No refunds will be given, only store credit
• If we confirm DOAs, we will issue a store credit for the total purchase price minus any shipping charges. Often we can replace the DOAs with the same or similar items plus shipping costs
• We are not responsible for DOAs due to carrier delay
• No refunds of shipping charges will be issued
• If we are unable to replace your DOA with a comparable item, we will credit your account for the total purchase price of the item as a credit on our website
• Please ASK any questions about our DOA policy before ordering

*DOA = Dead On Arrival