SHIPPING POLICY
SHIPPING
We can ship anywhere in the NZ via Fastway Couriers,NZ Post and DHL. Please allow 1-2 business day to process all orders. Large tank orders shipping can take extra 3-4 days before they are shipped.
PLANT&FISH SHIPMENT POLICIES
When purchasing plants/livestock with any hard goods, please make sure to order separately; but don't worry, we'll be sure to keep you updated with your purchase. We ship fish only Monday (every two weeks). We do not accept returns/exchange on plants/livestock. Shipping and packaging cost is NOT refundable.
LIVE ARRIVAL GUARANTEE:
We do have Live Arrival Guarantee on all of our live stocks with certain shipping methods (See conditions below). In a rare case of live stocks dead on arrival, we must be notified within 12 hours of delivery with clear photos of the damaged product in the original shipping bags next to shipping label and emailed to neptuneaq@hotmail.com. Please be sure to include your order number in the subject field.
Please DO NOT dispose of any lost plants without prior authorization from Nature Aquascapes. A digital picture can usually be accepted as Proof of Loss.
Once we have the clear photos, we will determine if to send you a replacement product or a refund excluding the original shipping/packing cost. We may require proof of loss to honor a claim.
Someone must be available to receive shipment on first delivery attempt for all live plants/livestock and please make sure your shipping address is correct.. Shipments that are left exposed to adverse weather conditions will not be covered by our live arrival guarantee. If someone is not available to receive your shipment on its first delivery attempt live arrival guarantee is voided. Please follow these policies, if you fail to follow one of these policies, you will no longer be covered by live arrival guarantee.NO EXECEPTIONS!
Please keep in mind that “Live Arrival Guarantee” only guarantees live stocks will be alive upon arrival. We do not guarantee you will have success growing or raising plants. Many factors may result in failure to grow Live Aquarium Plants such as aquarium environment, planted substrate, temperature, lighting, filter and CO2 system etc.
SHIPMENT ERROR
If you received wrong item in your shipment, please accept our sincere apologies. Please contact us within 24 hours of receipt and we will do our best to correct the mistake.
SHIPMENT DAMAGE
If the order arrives damaged, please contact us immediately within 24 hours of receipt of the order. We will assist you in filing a claim with the shipping carrier. If you do not retain all original packaging materials (i.e. box, bubble wrap, etc), Neptune Aquatic Studio can not replace your merchandise. We cannot send you replacement product until the claim is approved.
DEFECTIVE CLAIM
If a product is found to be defective or not working properly within 14 days of receipt please contact us to arrange for repair or exchange. Before sending it back to us directly, we encourage you to contact us to diagnose the problem first. Often times, a little trouble shooting is all that is needed to get your new product up and running.
RETURN & EXCHANGE POLICY
LIVE PLANTS/LIVESTOCK
Due to the fact that live plants/livestock are highly perishable and require very careful packaging, we cannot accept any returns. However, feel free to reach out to us if you are unsatisfied in any way! We do provide 100% DOA (Dead on Arrival) protection with certain shipping options only.
RETURNS/EXCHANGES
To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order. Our customer service department would be more than happy to answer your questions. To return an item, please contact us by phone 027 637-8863 or email: NeptuneAq@hotmail.com for a Return Authorization (RA) number within 14 days of receipt date. The return authorization (RA) number must be noted clearly outside of the return shipment package. We will refund or exchange your purchase (minus shipping cost) provided that the returned item(s) are within 14 days of the date of receipt, received back in their original packaging, along with all accessories, warranty cards, manuals, certificates, softwares, cables, etc, provided your purchase is in brand new and unused condition. Returns are subject to a 15% restocking fee. Return shipping to us is at your own expanse. We will not take any return from any items after 14 days from the date of receipt of your order. We must receive and inspect the condition of the returned items prior to crediting your account. If the condition of the items returned appeared used or damaged, it could result in no refund. It is your responsibility to ensure that the returned items are packaged correctly to avoid any damages during shipping. You may also purchase insurance with the carrier, we are not responsible for return items damaged during return shipment. No COD returns will be accepted. Late on Arrival Orders cannot be returned, cancelled, or rejected due to shipping delay.
Non-returnable items include: used, altered, special order, sale items, live plants, aquariums, and light bulbs.
REJECTED SHIPMENT/UNAUTHORIZED RETURNS
If you place an order with us and refuse delivery, a 25% restocking fee will be deducted from your refund. Shipping cost is also non refundable. If you send us an unauthorized return, there is a minimum processing fee of 25%.