Reef Specialty Shipping & Return Information
Shipping & Returns
Reef Specialty LLC is located in Heber City, Utah. We do not have a retail pickup location at this time. We offer shipping via Fed Ex and deliveries for a fee. Customer service number 435-657-0548 BILLING ONLY(Monday-Friday 10am-3pm MST) and technical support number 435-671-6522.
ALL ORDERS need to be opened within 72 hours of receipt for any damage claims to be accepted. You must keep all original packing material and notify us immediately so that we may file a claim with the shipping company. Any warranty related issues will be honored for the specific items warranty period from date of original receipt.
We ship Federal Express and US Postal Service 5 days a week. We automatically email you a Tracking number on all orders. Some larger items might be drop shipped from the manufacturer which might not have tracking available. If your item arrives damaged, you should contact us immediately (the same day) and let us know what is damaged in your shipment. You will need to keep all original shipping boxes, packing and damaged item until we contact the shipper. We will file the claim and most often the shipping company will want to come back and inspect the package. Once the claim is filed, we will ship you a replacement but you must keep damaged product until notified not to or you will be charged for the second shipment. NOTE: Livestock shipments do not qualify for damage claims.
We ship via Federal Express for most International shipping items. You are responsible for all duties/taxes related to your shipment. If you DO NOT pay your duties/taxes your credit card will be charged for any charges charged back to us for your shipment. We will not be responsible for any damage for International shipments, you ship at your own risk. We will insure the package but you will be responsible for filing claims and any damage not covered.
Please be sure to ask questions on any products you are unsure of to help avoid returns. We have technical support to help you choice the right product for your needs. If you need to return an item, you first will need to contact us for an RA (Return Authorization) number. If a return is shipped back to us without this RA number it will be refused. To qualify for a return, you must meet the following criteria. 1. Returns must be issued an RA number within 15 days of invoice date. 2. Products must be unopened and in original new condition, product can not have been used in anyway. All original instructions must be included. If your return is not in new condition or missing parts, the item will not be issued a refund and you will be charged for all shipping charges. 3. Returns must be shipped back fully insured with a tracking number, and properly packaged. 4. You must clearly mark the RA number on the outside of the shipping box. Do not ship any product back in it's product box. Always put the product inside a cardboard box fully packed, otherwise you will not receive full credit. Shipping charges are NOT refundable unless the merchandise was shipped in error. Orders can not be canceled after they have been shipped. Refused orders are subjected to an automatic 25% re-stocking fee plus return freight charge. Orders can not be cancelled or refused due to delay in shipping. Bulbs are NOT returnable. If you received free shipping on a returned item, you will be charged the original shipping charges which will be deducted from your total credit. All returns are subject to a 10% re-stocking fee. Special order deposits are non-refundable, under certain circumstances store credit can be issued. Please allow 7-10 days to process returns.
We offer a "Live on Arrival" guarantee on fish, corals, sand and rock. This does not include shipping cost. Their are some fish and corals that don't qualify for this guarantee, you will always be notified if your items fall into this category. All DOA's must be reported within 12 hours of receipt of shipment. You must be available to receive the items and acclimate them to your system within 1 hour of delivery. If you are not home or plan on acclimating them later that is fine, but that is at your own risk. Many of the animals can go a very long time in transit, but we use the fastest shipping available to preserve the animals health. This guarantee only applies to orders shipping 1-day express. If you choose to use a slower service method, it is AT YOUR OWN RISK.
All warranties are covered by the manufacture from the date of original receipt. In the unlikely event that you receive a defective product, or the product becomes defective during its warranty coverage. Please contact us for instructions on how to proceed. Many of the manufactures prefer to deal directly with the consumer on warranty exchange. We will give you contact information when you call or email. We will provide a web link when ever possible for your convenience.
Below is a list of various manufacturers' warranties. Some manufacturers prefer you contact them direct for defective equipment. It is usually easier for their technical support staff to evaluate the problem and get it rectified quickly. If you do not see the manufacturer you are interested in, let us know.
EcoTech Marine Phone: (610) 954-8480, 532 East 4th Street, Bethlehem, PA 18015, Fax: (484) 229-0578
Neptune Systems Aqua controllers & accessories - 1 year warranty. Warranty Service: Contact Neptune 1-408-578-3022 with proof of purchase.