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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & DOA
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- All Live Stock orders you will be asked to select a shipment date specified at the time of checkout, that day selected is the exact day you will receive package, excluding holidays. all orders can be shipped same day if order is received before 4pm. If you request a change of delivery date You must email the proper shipping email or call us immediately and must be in 1 day advance from the shipment arrival date. Arrival days for Live Stock is Tuesday-Wednesday-Friday Delivery.All live stock orders are shipped FedEx Overnight Delivery, Signature not required, Receiver must be present or in vacancy of the area to pickup package.
Shipping Dry Goods
all dry goods,tanks,lighting..ect are shipped FedEx ground or calculated at the time of checkout, thru FedEx rate calculator.
• Special Orders
Certain special order or limited items, for ex. ELOS System 70 Aquarium could take take upto 1 week before being shipped We will specify if backordered or in stock and ready to ship.
Store pickup
In Store pickup is available for live stock and dry goods. payment may be received thru Website or collected at time of pickup.)
• Tracking
All orders are processed and shipped following an automatic email response containing shipping, tracking details, please use www.fedex.com to track your order or login to your account.n=account" - Privacy & Security
- Here at UnderWaterWord.us we can ensure you that we are one of the most secured sites on the Internet, We care a lot about or customers and their Privacy and Security when shopping with us. Dealing with Websites and security all or lives we know all the ins and outs of security and what is needed to maintain a secure Website. We use Godaddy Secure SSL for all Personal info entered including Credit card info,name,address..ect which is one of the most secure SSL available. Also not to mention our Contract with Mcafee Anti-Virus who scans our Website daily for Security,Trojans, vulnerabilities and exploits, All Scans are updated and displayed on our site. All Scans are verified and current.
- Returns & DOA
Live Stock
We take very good care and caution when dealing with our customers, and or outsiders. DOA Claims can be filled/received/detailed pictures attached,water temp,time of arrival,proof of acceptance only if received within 24 hours after the time of purchase, "Also you might be required to mail back the dead skeleton all postage paid by us" We will not accept any shipments back of any live stock, doing so the package will be rejected. Any time after the 24 hour marker you are sole responsible of the animal. If filled and met all the guidelines we will issue a total purchase refund excluding the shipping/box charges.
All Live Stock orders are triple bagged/sealed packaged in sturdy box inside styro with heat/cold packs added depending on weather conditions. We take good care in our packaging to provide the animal is received in healthy and living condition with the least stress possible.
Dry goods RMA/Return
All Returns on Dry goods,tanks,lighting,food,supplements..ect are available if product is still in undamaged package, and is in a unused condition. All RMA/Returns are acceptable (if goods are damaged at the time of acceptance,or are defected or in non working order, this must be reported within 48 hours after time of purchase.) NO Returns due to incorrect item ordering or mismatching will be accepted, this includes live stock which should be reported and properly canceled within 48 hours after order is placed. please shop with confidence and know what you are purchasing- Ordering
- Ordering Online is simple navigate thru our categories and products add to cart when ready to checkout proceed to use guest account to checkout or to signup for a new account.
- Payment, Pricing & Promotions
- Forms of payments accepted are Credit cards: Visa-Mastercard-Discover, PayPal is accepted, For Amex please phone in orders. Must have a confirmed PayPal account to expedite the processing of payments. If otherwise payments using PayPal can take upto 3 business days to process due to security measures. Pricing of our products change frequently due to discounts applied and or discount codes used at the time of checkout please stay tuned and subscribed to our newsletter to receive special promotions and discounts.
- Viewing Orders
- To view your current and previous orders click login in top right corner of site and login using your username and password at the time of checkout or signup, All the appropriate information will be obtained thu account access login. Also all tracking and shipment notifications and will also be emailed to the supplied email address.
- Updating Account Information
- Updating your account info is 1-2-3 just simply login to your account by clicking on login in the top right corner of site and change any info needed.
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