Shipping | Return | Cancellation Policy
*Free Standard Shipping Over $49 (Contiguous 48 States Only):
Standard shipping is free (Ground Parcel Service) on all order over $49 before tax within the contiguous 48 states only. If your order is under $49, shipping is only $5.99 via USPS or UPS, shipping with the most economical method. Any shipments sent out by Parcel or LTL (pallet/crate) will be subject to a oversize shipping/handling fee. A Flat Fee of $29.00 for double box tank delivery will be applied on all desktop aquariums and reservoirs. A flat fee of $199 will be applied for all LTL shipments for midsize and or fullsize aquariums or stands sold separately and a flat fee of $149 for midsize and or fullsize aquarium/stand combos. Large oversize/overweight items will be subject to shipping fee.
Depending on the time of order, most products will be sent out same day. If more time will be needed to process your order you will be contacted by our customer service department letting you know the status of your order.
If an address needs to be modified, please contact us right away and our team will make the change before your order ships.
If the order has been shipped, customer will be responsible for address modification fee.
We offer a variety of shipping options when we send out our products. The shipping services that we use are: FedEx, UPS, USPS and LTL. (Less than Truckload - pallet/crate). After your order is processed you will receive an email with a tracking number.
If your order was shipped via LTL (Less than Truckload) please read and note the following:
Your order will be shipped on a pallet.
You will be contacted by the shipping company to schedule an appointment for delivery with a delivery window.
Our LTL Couriers will deliver your order front entrance, back entrance, or garage. This does not include any ascension of stairs or elevation change.
You must inspect and open all boxes for any damages or missing items before signing paperwork of delivery. If you sign the paperwork and let the courier leave without noting damages you could be responsible for damaged items.
If any damages have occurred, please photograph the damage, note it on the driver's receipt and contact us immediately. firstname.lastname@example.org | 866-368-7941
If a redelivery is needed, the customer will be responsible for any fee's that may occur from the carrier.
If an appointment delivery cannot be made within the carrier's timeframe, storage fees will begin to accrue. Customer is responsible for any storage fees stemming from inaccurate contact information stated by the customer on the order.
If additional fees incur from customer's requests and or actions that are not approved by Innovative Marine or stated in standard shipping protocols, customer is responsible for all additional incurred fees.
Rural area delivery exceptions – If trucking companies require moving over rural areas or roads, additional costs may incur. In cases where trucking companies deem the area inaccessible to fit or maneuver a full sized truck due to the area or road being too small, narrow or unpaved , you may be required to pick up the shipment at their terminal or at the closest drop off area deemed safe by the trucking company. Rural areas or roads may include but are not limited to: blind curves, narrow widths, no shoulder or guard rails, soft surfaces such as gravel or dirt, rough or damaged surfaces, remote locations and unusually steep hills or sharp curves.
Return Policies & Procedures (Defective/Non Defective Items)
We accept returns on eligible domestic orders that are received within 30 days from the day the order was placed and a 25% restocking fee will be implemented. All returns must be new and unused and include all original packaging (warranty card, instruction manual and parts). Please note that original shipping charges are non-refundable. Customer is responsible for return shipping charges and ensuring the product arrives safely.
To request a return, please email email@example.com or call 866-368-7941if you have any questions or would like to request a Return Merchandise Authorization (RMA) number. Once we’ve received the item(s), we’ll process your refund within three (3) business days and will send you an email to let you know that your refund has been processed.
All products returned without a RMA number will be refused by Innovative Marine and will be returned to the purchaser freight collect.
We are unable to accept returns of EcoTech Marine, AquaIllumination and Neptune Systems products once the manufacturer’s packaging seals have been broken.
Any orders cancelled before shipping, will be subject to a 5% fee. Any order that has already been shipped, cannot be cancelled or adjusted. If you wish to cancel your order, please email us immediately to find out if your order can be cancelled prior to ship out. If successful, you will receive a cancellation email. If cancellation is not possible prior to ship out, the product(s) will be delivered to you and may be returned in accordance with the procedure set out above.
All Made to Order "MTO" purchases are deemed Final Sale and are not eligible to be cancelled, changed, returned, or refunded.