First off, we are very sorry to hear that your product arrived damaged.  We do everything in our ability to insure that you receive the product in as good as condition as it’s shipped in.  However, no matter how much we try, it’s inevitable that on occasion a shipment goes bad.  We are dedicated to helping our customers and will do all that we can to help process a claim for you in order to get your item replaced as quickly as possible.  Please find the form of shipping you received below and follow the instructions.

UPS*

1. Call us toll free within 24 hours of receiving your product to report any shipping damage.  It doesn’t take longer than this to notice a problem, damage or unacceptable product.  Call (800)722-0421 immediately.
2. We will call UPS for you to have a UPS shipping inspector come to your place of residence or business to inspect the damaged item within 5 days (UPS typically shows up within a day).  The item, even if it’s live stock must “all” be put back in it’s “Original” shipping box with “all” of it’s original packing material or the claim will be denied!
3. Keep in mind that if this is livestock, it’s rarely covered by UPS unless it was due to shipping damage.  If your box was damaged, yet we can show it was packed well enough, the claim is 99% of the time covered with out questions.  If you report the item was dead or just not up to your standards for any other reason, the claim will be denied. 
4. Once UPS has inspected the item, we will be called and given an authorization number for the claim.  In most cases, once this claim number is received, we can ship out another replacement the same day excluding some rare circumstances.  This is where person to person phone dialog will be very important.  “DO NOT RELY ON EMAIL.”  We receive about 3,000 emails daily and it takes us sometimes days before we see our email!  We provide a toll free number for a reason, which is to help you at the best way possible.
5. Once your replacement item is reshipped, you will be contacted with a new tracking number.

USPS*

6. Call us toll free within 24 hours of receiving your product to report any shipping damage.  It doesn’t take longer than this to notice a problem, damage or unacceptable product.  Call (800)722-0421 immediately.
7. We will call USPS for you to have a USPS shipping inspector come to your place of residence or business to inspect the damaged item.  USPS is typically very slow when processing claims of all the shippers.  It’s not uncommon to take several weeks to months to process a claim from our past experiences with them.
8. The item, even if it’s live stock must “all” be put back in it’s “Original” shipping box with “all” of it’s original packing material or the claim will be denied!
9. Keep in mind that if this is livestock, it’s rarely covered by USPS unless it was due to shipping damage.  If your box was damaged, yet we can show it was packed well enough, the claim is 99% of the time covered with few questions.  If you report the item was dead or just not up to your standards for any other reason, the claim will be denied. 
10. Once UPS has inspected the item, you will first be required to complete a claims form.  It then needs to be sent to us so we can complete the other half.  This is required to be done in writing when using USPS.  Please be patient.  USPS in our experience is very slow in making claims and with our experiences with them, we won’t authorize a return until the claim has been paid for first.  “DO NOT RELY ON EMAIL.”  We receive about 3,000 emails daily and it takes us sometimes days before we see our email!  We provide a toll free number for a reason, which is to help you at the best way possible.
11. Once your replacement item is reshipped, you will be contacted with a new tracking number.

FedEx*

1. We have not yet had a FedEx damage claim.  Service requirements have yet to be experienced and we do not yet know what their requirements are in the rare circumstance of a claim.  Follow the instructions aforementioned above for UPS and they should be the same.  We will notify you if we need anything else other than that.

AirCargo (Airport to Airport shipping)*

1.  Click Here for details!

*Synopsis:  We do not refund cash.  A damaged or unacceptable purchased item is only replaced with another for legitimate reasons.  These terms may be changed at anytime with out prior notice.  Our standard policy is that there are no warranties on any product we sell what so ever unless it is one of our own (private label or Oceanpro manufactured) products other than the extent of that particular products warranty if any given by that individual manufacturer.  If your product is defective, first call us to see if we can help but if not, you will be responsible to send it to the respective manufacturer for any warranties or refunds.  Oceanpro Aquatics, Inc. and it’s associates will not be responsible for any product damaged or not resulting in the loss, damage or death in any product, livestock or property but not limited to such.  We are however here to help and will do what ever we can to help within our policy and terms of purchase.  In the event that Oceanpro Aquatics, Inc. agrees to take back your order, there is a 25% restocking fee and shipping and handling is non-refundable.  Shipping the item back to us will be the financial responsibility of the customer.

Click Here to see a full listing of our legal policy and company terms.