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Help
We think of this information not so much as policies and procedures, but as providing our customers with information on how we conduct our business. If there's any information you don't understand or if you disagree with any of the information contained below, we want to hear from you. Please give us a call or send an e-mail to gmorgan@reefgeek.com.
Shipping Information | Transit Times | Tracking Information | Delayed Delivery | Backorders | International Shipments | Ordering Online | Personal Security | Order Accuracy | Return Policy | Damaged Merchandise | Defective Merchandise | Cancelled Orders | Failed Delivery | Payment Method | Security- Address Verification | COD | Sales Tax | Product Photos | Product Features, Sales, & Specials
Shipping Information
We normally ship all domestic packages via UPS Ground or FedEx Ground, except orders shipped to Hawaii and Alaska which are typically shipped via 2 Day Air. If you'd prefer to have your package shipped via DHL International or the United States Postal Service, please let us know and we will do everything we can to accommodate you.Ground Transit Times
Direct Shipments from ReefGeekTracking Information
After an order ships, the tracking information including the estimated delivery date and the tracking number is automatically sent directly to you via e-mail. (No tracking number is provided for shipments via the US Postal Service.)Delayed Delivery
On rare occasions, the freight company will not deliver your order on the originally scheduled date. Usually, this constitutes a delay of no more than a day or two. Please feel free contact us and we will do everything we can to get your package to you. In the event your package is lost by the carrier, we will send out a replacement as soon as possible.Backorders
On rare occasion, an item you ordered will not be in stock and will not be able to ship in a timely manner. If this occurs, we promise to notify you PRIOR to finalizing your order and let you decide whether you'd like to keep the order open or cancel it without penalty.International Shipments
Due to shipper restrictions and security issues we currently only ship orders within the continental United States, its territories, and Canada. We also only accept credit cards issued in the United States and Canada. For all Canadian orders, shipping and handling costs do not include export taxes, duties, or any other fees imposed by the carriers or customs.Ordering Online
Personal Security
<Q> Is it safe to order goods over the internet?<A> Ordering goods over the internet is much like ordering goods via mail order - in the end a person is responsible and accountable for insuring that your personal and credit card information is protected and private. Following is a list of policies adopted by ReefGeek to insure the privacy of your personal information.
- We will NEVER give out ANY information about you to anyone external to ReefGeek.
- We are reachable by phone during normal business hours in case any problems arise.
- We conduct our credit card transactions through well known and widely accepted financial institutions; Nova and City National Bank.
<A> When you are doing business with ReefGeek, you are doing business with people... not a computer. You are dealing with people who are not only avid aquarium hobbyist but who have unique skill sets that lend themselves to running ReefGeek. Justin is a computer scientist with over six years of experience developing web applications. Greg adds industry specific experience in on-line pet merchandising and financial management. (Get to know all the nitty gritty details about Justin and Greg.)
Order Accuracy
To insure order accuracy we will automatically send you an order confirmation including items ordered, total $'s, ship to and bill to addresses, payment method, and the estimated ship and delivery dates via e-mail.<Q> But what if what we order isn't what we expected upon arrival?
<A> One of the biggest 'weaknesses' of ordering on-line or mail order is that you can't physically inspect an item before your purchase it. We realize this weakness and can provide the following assurances:
- We sell only new products at ReefGeek unless EXPLICITLY stated. There is no small print ANYWHERE specifying 're-conditioned' merchandise.
- All products come with any registration and warranty information, manuals, and accessories that were included from the distributor or manufacturer.
- We provide as detailed of an explanation and description as practical for all our products to ensure accuracy from the beginning.
- We will gladly answer any product questions you may have over the phone. If we don't have answers, we will find them for you.
- If we ship you the wrong item, we will pay any additional shipping charges.
- If you receive an item you have ordered but no-longer want, you may return the product for a refund or store credit (see return policy).
ReefGeek's Return Policy
Our first goal at ReefGeek is to get you the correct product at a great price, and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.In the event that there is a problem with your order we will work with you until resolution.
Returns:In order to receive a full refund of your purchase price the item(s) must ...
- be unused.
- be in its original packaging which must also be in new condition.
- include all parts, warranty and registration cards, instructions, special packaging, etc.
- be mailed with return authorization no later than 30 days from the date received.
If these conditions are not meet a restocking fee of 15% or more may apply.
NOTICE:- Shipping charges are not refundable.
- Your refund will only be given after we have received the returned item in original, undamaged condition.
- All items require authorization before returning.
Damaged Merchandise
In the unlikely event that your shipment arrives damaged, please contact us AS SOON AS POSSIBLE. We will do everything we can to get a replacement sent out as soon as possible.Damage Claims
A damage claim will be filed with the carrier. Because the carrier may choose to pick up both the damaged item(s) and packaging material for inspection, we ask that you hold on to these items for 7 business days from the date you report the damage to us. If the carrier does not pick up the damaged merchandise within this time period, you may then dispose of the damaged item(s) and packaging material.NOTE: All shipping damages must be reported within 30 days from the date of delivery.
Defective Merchandise
Each manufacturer has a different policy regarding defective merchandise. In many cases we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event we will work with you to insure that your defective item(s) is replaced as quickly as possible.NOTE: After 30 days, all electrical equipment and light bulbs are covered by the manufacturer's warranty and should be returned directly to the manufacturer for repair or replacement.