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Q. How long does it take to manufacture my aquarium or stand?
A. Generally it takes 3 to 4 weeks to fabricate an aquarium and prepare it for shipment. Depending on the type of laminate selected, and its availability, the stand and canopy may add an additional week.
Q. How long does it take to ship my aquarium or stand?
A. All aquariums, stands, and canopies are shipped from Phoenix, Arizona. Your location will determine the amount of time the shipment is in transit. In general it should be within 7 days.
Q. Warnings about receiving my shipment
A. To insure your aquarium is everything you expect, we request that you follow a few specific procedures when it arrives. We rarely have any damage to our orders, but occasionally some breakage will occur.
Inspect each package BEFORE you sign for the delivery! The delivery driver may insist on your signature first, but you have the right to inspect each item's package, and must do so.
You must inspect each package carefully, and if there is any damage to any of the packaging, call the manufacturer immediately. Do not sign for the shipment or refuse the shipment until you have talked to a manufacturer service representative (at 602-437-4373). He or she will determine the best course of action to ensure your satisfaction. Again, inspect each package regardless of anything the delivery driver may say.
Carefully check the entire shipment for any signs of obvious damage, such as tears in the packaging, broken straps, or damage to the skid. If you find any damage to the packaging, first sign for the shipment, then in the driver's presence, open the package and have the driver note on both copies of the freight bill the nature and the extent of the damage. Make sure the driver signs your copy. Keep all packaging materials from the shipment. If the shipping company requests an inspection of the damage, they will need to see this packaging to settle the claim.
The freight driver is contracted to deliver your aquarium to the curb between 8 AM and 5 PM Mon-Fri. The driver is not responsible for removing it from the truck or carrying it to the house. These services along with special delivery times, may be available from the carrier, but you will have to arrange for them with the shipping company at your own expense before the shipment arrives to your residence.
Here are some common mistakes to avoid
Do not assume the piece count is correct just because the pallet is shrink wrapped. Pieces can slip out of the wrap. Once you sign for all of the pieces as being delivered, you will have no right to any claim.
Do not have someone else accept the shipment unless they are familiar with these procedures. If a neighbor, relative, or employee signs for the shipment as being in good shape, you lose the same rights as if you had signed for it yourself.
Do not assume that loose pieces are fine. In fact, you can assume that they are damaged. All common carriers shipments are on a pallet for one reason - to protect your merchandise.
Q. Any tips on receiving?
A. The tank, stand, and canopy will be wrapped and strapped onto a pallet. We suggest cutting the straps and removing each component separately. This will minimize the need for a truck that has a lift gate, and will decrease your delivery costs significantly.
For those who order tanks, stands, and canopies that are larger than 100 gallons we suggest making arrangements to have additional help to unload your shipment when it arrives. A Lift Gate is offered as an option, but you must make that selection. Please note that the drivers are not responsible to unload your shipment.
Q. What if I accept the shipment and the tank develops a leak?
A. First we ask that you contact us. It is quite possible that we may be able to determine the source of the leak, or its resolution, without the need to return the tank.
Tenecor, the tank manufacturer, warrants its tanks against leakage for its lifetime. All claims against that warranty require the tank to be shipped to the manufacturer for a visual inspection. Pending their review a replacement, or the repaired tank, will be shipped back to the customer.
Q. What if the tank clouds up or other problems develop later?
A. Acrylic material can become cloudy when ammonia based cleaners or other chemicals are used to clean them ( this is not warrantable or repairable ). Contact BCReef.com to discuss other causes or resolutions.
Q. How does drilling holes, making modifications, or changes to the tank or stand, made by me the customer, affect the manufacturer’s warranty?
A. Tenecors warranty clearly states that this would void the warranty.
Q. Who authorizes customer return?
A. If the return is due to damage or delivery refusal, BCReef.com will be notified by the delivery company. Pending a review of refusal we will make contact with you to verify the reason for refusal, and will respond accordingly.
Q. Who pays for return shipment?
A. As with any other company or warranty it is the responsibility of the customer to send the product to the manufacture for review. Warrantable shipments will be returned in a prompt manner and shipped back at the seller / manufacturers expense.
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