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To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order.
In order to receive a full refund of your purchase price the item(s) must ...
be unused.
Be in its original packaging, which must also be in new condition (including sealed internal packing). Include all parts, warranty and registration cards, instructions, special packaging, etc.
For Closed Packages: Because we cannot accept returns of products once they have been opened, before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, you may return the product to us within 30 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges). Return shipping to us is at your own expense.
Be mailed with return authorization no later than 30 days from the date received. Please insure all shipments. We cannot be responsible for packages that arrive damaged due to mishandle or poor packaging.
We are unable to process refunds or exchanges on any returned item that does not fit these requirements.
Your refund will only be given after we have received the returned item in original, undamaged condition.
Shipping charges are not refundable. Orders process without freight, or where freight has been waived, will be charged actual shipping expenses as posted on the “Shipping Grid”, located in shipping section of the Old Orchard Aquarium – Online Store and are not subject to return credit.
RMA (Returned Merchandise Authorization)
A valid Return Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date must accompany all products returned to us. After 30 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMA’s expire in 15 days after they are issued and cannot be extended or re-issued. All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, cables, components, blank warranty cards and other accessories and documentation included. A valid RMA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused.
Any deviation from the returns process outlined above will result in a delay of your refund, an additional restocking fee, and possibly a refusal of your return. Shipping and handling charges are not refundable. On items where shipping and handling is not billed or is free, shipping and handling charges will be based on the “Shipping Grid”, located in shipping section of the Old Orchard Aquarium – Online Store. The customer is responsible for shipping charges and insurance on all return shipments including defective items.
If packages need to be returned to us, please email us at oldorchardaquarium@sbcglobal.net or call us at 1-847-675-FISH (1-847-675-3474) for an RMA number and return shipping procedures.
Some important notes:
Old Orchard Aquarium –Online Store will only take back new and unused items for a full refund.
It will take four to five business days for returns department to process the return, and credit back your credit card. The credit back to your credit card usually takes two to three business days to appear on your account statement.
The customer is responsible for shipping charges and insurance on all return shipments.
All original equipment, components, manuals, cables, and packaging will need to be returned in order for Old Orchard Aquarium –Online Store to process your RMA.
Returned items should be sent to:
Old Orchard Aquarium – Online Store
9235 Skokie Blvd.
Skokie, IL 60077-1342
Please include the following information so we can identify the return or exchange as yours:
Full name and address
Phone number
E-mail address
Packing slip (if possible)
Order Number (if possible, otherwise zip code)
Defective Merchandise
Each manufacturer has a different policy regarding defective merchandise. In many cases we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event we will work with you to insure that your defective item(s) is replaced as quickly as possible.
Cancelled Orders
You may cancel any order, except special orders, custom equipment, and tubing sold per foot, without penalty prior to shipping. If you cancel the order after we have shipped it, or you refuse delivery on your order, we will refund the price of the product minus all applicable, actual shipping fees (including actual initial shipping fees, return shipping fees and additional carrier charges).
Failed Delivery
If the carrier is unable to deliver the package to you, you can either have us re-attempt shipment or you can cancel the order. In both cases you will be charged for all shipping fees.
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