customer service
| Payment items |
| Order Status |
| Disclaimer and Limitation of Liability |
Contacting the Customer Service Department
You can reach our customer service department either by e-mail or phone call. Please have your order confirmation number ready to assist us in serving you.
E-Mail Address: service@naturalaquario.com
Mailing Address:
natural aquario®
Travessa de Passos Nº77 ,
4585 482 Rebordosa, Portugal
We accept the following payment types:
Paypal
Bank Transfer
Cash on delivery
Payment items :
Paypal Account: info@naturalaquario.com
Coin: EUR
NIB: 0035 0196 00698846700 51
IBAN: PT50 0035 0196 00698846700 51
BIC SWIFT: CGDIPTPL
Sales Tax
Tax for orders shipped will have sales tax automatically added to the order total.
Processing an Order
Your order of in-stock merchandise will be shipped based on the time frame associated with the method of shipment selected at the time of check out. Orders received on weekends and holidays will be processed on the next business day.
Shipping Terms
Ground shipping via Torrestir or National Mail or any else normally takes 5-7 days to most places (Excluding Very Remote Places ). If placing an order with expedited shipping (Overnight, 2-day or 3-day) or WILL CALL pick up orders please call to confirm if the item is in stock before placing your order/or picking it up. Additional shipping charges may apply to ANY expedited shipping order (next day, 2 day, 3 day) due to the oversize nature of these items. We will always contact you to confirm if there are any additional shipping charges.
How to Change Your Order
We process your orders very quickly. If you find that you have made an error in your order, please notify us immediately by e-mailing us at the e-mail address below. If your order has not yet been processed, we may be able to correct it. However if the merchandise has already been packaged or shipped, we will be unable to modify any portion of your order.
Returns/Exchanges
To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order. Our customer service department would be more than happy to answer your questions. We cannot accept returns of products once they have been opened (factory seal broken), 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 15 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges). Subject to a 20% restocking fee. Return shipping to us is at your own expense. We will not take returns on any item after 15 days from the date of placing your order. We must receive the returned item prior to crediting your account. Please email us for a RETURN AUTHORIZATION number at info@naturalaquario.com Due to the fragile nature of aquarium tanks, glassware, and bulbs we cannot accept returns for these items. If you have received incorrectly shipped merchandise contact our customer service department immediately and we will cover the cost of shipping out the replacement item(s). Damaged on Arrival If the order arrives damaged, customer MUST notify us within 24 hours of the time of delivery at TEL: +351224447598. If customer notifies us within 24 hours, we will cover the cost of shipping out the replacement item(s). If customer does not notify us within 24 hours, customer remains liable for all shipping costs associated in replacing, as well as returning the damaged item. We ship via Torrestir or National Mail, or any else, & natural aquario® must file a claim directly with UPS or any else, so it is imperative we are notified of any damage during transit immediately. The customer MUST hold onto the damaged item and ALL original packaging for up to 10 business days since Torrestir or else will conduct an investigation. If you do not retain all original packaging materials (i.e. box, peanuts, bubble wrap, etc) and Torrestir or else rejects the claim, natural aquario® can not replace your merchandise. Help us in filing a claim on your behalf by retaining ALL materials per Torrestir or else Claims Investigation requests. We cannot send you replacement product until the claim is approved. No COD returns will be accepted. Late on Arrival Orders cannot be returned, cancelled, or rejected due to shipping delay.
Customer Service Email Address: service@naturalaquario.com
Order Status
You will be notified by email after payment, after shipping, and if the item is on back order. Feel free to email us anytime for status on your order.
Disclaimer and Limitation of Liability
natural aquario® shall in no event be liable for damages, including but not limited to incidental or consequential damages, for injury to any property or to any person, by reason of the person's negligence or otherwise in connection with the safe, delivery, installation or use of the products and/or provision of services pursuant to this agreement, and purchaser shall indemnify and hold harmless natural aquario® against further liability. Without limiting the generality of the foregoing natural aquario® shall in no event be liable for lost profits arising out of, or in connection with, this agreement. All of our prices are subject to change. All transactions and prices must be verified and approved by natural aquario®. If the price is incorrect due to an error, misprint, or typo. natural aquario® reserves the right to decline any order. Some of the photos/graphics associated with some products in our store are not necessarily exactly representative of the exact item they are associated with, but may be shown with additional products for display purposes.