SATISFACTION IS OUR PRIORITY!
Our chief policy at Exotic Reef Imports is to do everything possible to
make you satisfied and happy. This means that in the unlikely event that
you encounter a problem with one of our shipments, we will handle the
matter promptly, courteously, and do everything within our power to
ensure your satisfaction.
We ship via commercial airlines and
courier services. All shipments are in perfect condition when they leave
our warehouse and are delivered to the carriers in the same condition.
If your shipment arrives in ANY condition other than perfect a
damage/loss report MUST be filed with the carrier at the time the
freight is received/picked up. This also applies to shipments that are
delayed by the carriers. IN NO CASE should any shipment be refused for
any reason whatsoever. Exotic Reef Imports reserves the right to refuse
to ship again to any customer who refuses any shipment for any reason.
Damage/loss reports should be used to file your claim against the
carrier, OR they can be faxed to our attention so that our office can
process the appropriate claim. In the event that you opt to process the
claim yourself, payment in full for the shipment in question will be
expected under your normal payment terms. Please note: Exotic Reef
Imports does not accept any liability for loss and/or damage to
merchandise caused by carrier delay and/or damage suffered during
transit for any reason. Any damage caused by the transporting carrier or
suffered while the shipment is under the care of the transporting
carrier is the sole responsibility of that carrier and loss claims must
be filed against the carrier entity
Unfortunately sometimes a few
animals may not survive the trip from our facility to yours. In this
unlikely event, please call your sales representative so that
appropriate arrangements can be made to issue you a DOA credit. We ask
that you absorb the first 5% of DOA losses and we will issue you with a
DOA credit for any losses in excess of 5% (calculated on the total
invoice value for that shipment). Please note that you MUST report any
DOA losses within 24 hours from the time the shipment is picked up at
your local airport (or the time you sign for the shipment at your store).
If you are issued a DOA credit you MUST use that credit
within 21 days of the invoice date of the shipment on which that credit
was issued. DOA credit not used within 21 days will not be given and
will be lost. DOA credit will be applied against your next purchase
All new customers are initially shipped COD certified
funds. As we continue to develop our relationship with your business, we
will be pleased to consider open terms upon your submission of our
completed credit application form and our review of your credit history.
Please ask your sales person for details. All credit is given strictly
according to the terms and conditions listed on our credit application.
Please take a few moments to read these terms carefully as they will
govern the nature of your future business relationship with Exotic Reef