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YOUR 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. SHIPPING 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 DOA's 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). DOA CREDIT 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 only. CREDIT TERMS 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 Imports.
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