Damages, Returns, Refunds, Exchanges, and Cancellations
We have provided some general rules for returns below:
Please inspect the packaging of your item(s) when they arrive to ensure that you have received the correct type and version of the product. If the incorrect product type or version is shipped, DON’T TOUCH THE PACKAGING. Leave it all as it is. This will make the return process much easier and simpler.
It's also important to understand what to do if either the wrong product type or version is shipped or if the contents are damaged. If either of these scenarios occur, report the specific issue on the Bill of Lading (the document to be signed upon delivery) provided by the shipment carrier. Reporting the issue on the Bill of Lading ensures that the fault will either be placed on the manufacturer or the shipping carrier and not on the customer if a return is later requested.
If there is an issue with the shipment, then as long as the problems with the shipment are reported accurately and fully on the Bill of Lading, and Two Tides is notified within 24 hours at email@example.com with included photos of the damages from multiple angles, we would be happy to help process a return for you. However, if the above conditions are not met in full, then a return cannot be guaranteed.
For processed returns, any shipping costs are the sole responsibility of the customer (except in extraneous circumstances). Return products may also be subject to a 20% restocking fee if that product's Return/Warranty Policy is not followed.
PLEASE NOTE: Because of the large array of products that Two Tides offers, we have slightly different return policies for each product. For details on specific product policies, please visit any of their product pages on our website and look under the "Warranty" tab. Information on Exchanges and Refunds can also be found in this tab.
If you notice any damage to the ordered products or packaging, you should follow the steps in the "Returns Policy section of this page. If your item(s) do arrived damaged, please send photos to firstname.lastname@example.org and we will process a claim on your behalf.
Please note that since Two Tides Aquarium Supply is an online-only retailer that sells no branded products of its own, they will not IN ANY WAY be held accountable or liable for any damages to personal property, self, or others due to the failure, misuse, or any malfunction of a product sold through their website. These failures include those caused by the misuse, age, or defect of the product in question. All products are subject to their own respective warranties.
Two Tides will only guarantee valid returns if we are notified (to the email listed below) within 24 hours of order arrival to the customer. Any returns requested outside of this window are at the complete discretion of Two Tides.
In the event of a product arriving damaged that is covered by it's respective warranty policy, you (the customer) will have the option of a possible full or partial refund, or a return in exchange for an identical replacement product. The specifics of these options are dependent upon many factors, including the individual product, Bill of Lading contents, how long after receiving that the refund/exchange was requested, etc. For an accurate representation of your options in the event of coverable damages, please reach out to us at email@example.com as soon as possible.
Cancellations & Refunds
Our standard cancellation time frame is 24 hours after time of purchase. All orders cancelled after 24 hours are subject to a 20% administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
In almost all cases, cancellation refunds initiated by Two Tides are processed to your bank nearly instantly. However, we always throw in a possible processing time of 1-3 business days in case of any extraneous circumstances. This almost never happens, but this window is essentially giving our team the time to sort out the problem in the rare event of a refund not immediately processing.
Once the refund is processed through from us to the bank of the card you used for purchase, that bank will then need to process the refund in order to show the refunded balance on your bank statement. This can take anywhere from 1-5 business days or longer depending on your bank. We recommend you call or visit your bank to check what the processing time will be to receive your refund.
Although exchange policies are individualized for each brand (viewable on our Supplier Portal or in the "Warranties" tab on any product page), here is a general overview of what you can expect should you wish to opt for an exchange.
After the original, damaged product is returned, it will be inspected to see if it matches the description of the damages or improper functionality of the customer. If the product is deemed damaged/defective, an identical, fully functioning product will be shipped out to the customer (oftentimes with full shipping costs at the responsibility of the customer).
If an exchange is desired, please read the general guidelines for returning products under the "Returns Policy" heading at the top of this page.
Another option (at the discretion of the manufacturer) would be if only a portion of the product is defective, it may be more beneficial for replacement parts to be sent to replace the defective ones (as to avoid any shipping charges or complications). Installation instructions will either be sent with the parts or will be communicated to the customer in some way to ensure proper and safe installation.