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AquaFelena.com makes sure the customer is 100% satisfied.
Our team ensures that orders are perfectly packaged to minimize room for damage, checked for correct item and shipped on time.
SHIPPING PROCEDURES
All of the products on our website ship for FREE in the continental US (excluding Alaska and Hawaii). Most shipments are shipped via a freight carrier. You will usually receive a wooden palate with multiple boxes wrapped in plastic that contain all the items in your order. For orders outside the continental US, please call for a custom shipping quote.
Orders usually ship within 3-5 days after the payment is received for items in stock in our warehouse in New Jersey. When you place your order, we will advise you how long it will take for the item to ship if we don’t have it in the immediate stock.
Please note that all deliveries are curb side drop off. The products will not be delivered into your home. Deliveries can be dropped off into a garage or other structure that can be easily backed into with a truck.
RETURNS AND CANCELLATIONS NOT DUE TO DAMAGE
If you are unhappy with your purchase:
- Please contact us within 7 days of receiving the item at orders@aquafelena.com to request an RMA.
- Please note there will be a 25% restocking fee and the buyer is responsible for all shipping and handling charges.
- You will need to send back the item with the RMA visible on the package.
- All returned merchandise must be in its original box and packaging.
* Please do not return any items without first getting an RMA number. Any packages returned to us without an RMA will not be accepted and you will not receive your refund. Also please take notice that return shipping fees may be high, so take care in ordering your products.
RETURNS AND CANCELLATIONS DUE TO DAMAGE
Before signing for your package:
- Please take the time to unbox it and make sure there are no broken pieces. While most of the time your package will arrive safely and undamaged, there is the possibility that your items may have been damaged during shipment.
- It is crucial that you do not sign for the package until you have inspected it to make sure that there are no broken pieces. Ask the delivery person to wait while you do this.
If the delivery person refuses to wait while you inspect the shipment then instead of signing your signature, write "Subject to Inspection".
- The moment you sign for the package you are making a statement that you have received the product in the proper condition.
- If you sign your name and you later discover a broken piece, you will be held responsible for the damage and we will have to charge you for the return.
- If you discover the damaged piece before signing, we are able to hold the shipping company responsible for the damage, and you will be sent a new product at no extra charge.
- If you sign for an item and it is damaged, we will not be able issue you a refund.
- We only accept returns for items that are not broken.
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