ORDERS:
Some products may be out-of-stock due to availability. If so, we will notify you and ship the rest of your order with the products we have in stock. We will then ship the out-of-stock item(s) when they arrive at no additional cost to you. Liners & Underlayments will automatically be shipped separately from the rest of your order. Please wait until you receive the invoice before contacting Water2Water about shortages.
Damaged Freight
It is important that you visually inspect all freight carefully AND test to make sure it works (pumps, UV clarifiers, etc) upon receipt. On the rare occasion that freight has been damaged by the carrier, have the driver note damage on the bill of lading, or refuse to accept delivery, and notify us immediately. We will promptly ship replacement materials. If you are not present at the time of delivery, you have 24 hours from the time of delivery confirmation to notify us of the damage and we will arrange for a replacement. After 24 hours, you are responsible for the replacement costs of the damaged goods.
LINERS:
Many times liners are too big/heavy and cannot be shipped via ground service (UPS, FedEx, DHL). For that reason, the liner will come via common carrier (semi) to your residence. We will contact you to arrange a drop off time with the carrier and you for delivery.
Damaged Liners:
If you received a liner that has been damaged by the carrier at the time of delivery, REFUSE THE LINER. Notify us immediately and we will get a replacement liner on its way. If you choose to accept a damaged liner, have the driver note the liner was damaged on the bill of lading. If you do not have the driver note the damage you will be stuck with a damaged liner. We cannot replace a liner that does not have a damage claim with it. Please note, damaged liners need to be returned, the customer cannot keep them, unless you choose to keep the liner without a replacement. Partial re-imbursement will NOT be given for damaged liners you choose to keep.
PLEASE KEEP YOUR INVOICE IN CASE OF DAMAGED ITEMS.
SHIPPING:
Water2Water.com provides FREE SHIPPING on all orders of $85.00 or more.
Liners and Underlayments will be shipped separately from the rest of your order.
All orders (excluding Liners and Underlayments) will be shipped via ground service (UPS, FedEx, DHL).
As soon as the order is shipped, you will receive an email with a Tracking Number. You can then log onto the shippers website and track the shipment.
RETURNS:
All returns require a Return Authorization Number (RA#) to be clearly marked on the outside of each package returned. Please contact Water2Water so a RA# can be provided prior to returning merchandise. Special orders, custom cut liner and underlayments are NOT returnable. All returns are subject to a 35% restocking fee. Credit will be issued to the customers account. Absolutely no returns past 30 days of invoice date. The customer is responsible for returning items to Water2Water and for freight costs. We do not accept COD returns. If we send you something by mistake, we will reimburse you for shipping.
Please return all items (excluding damaged liners) to our warehouse at the following address:
Water2Water Pond Depot, LLC
311 16th St. NE
Menomonie , WI , 54751-2063
Questions?
Please use the Contact Us link on the homepage. |
