I’m having trouble setting up my product. Does MarineDepot.com offer technical support?
Our technical support staff is comprised of experienced hobbyists who have a ton of experience setting up and caring for a variety of aquarium systems. Before sending in your return, we encourage you to contact us so we can help.
What if I want to change my order after it has already shipped?
If you change your mind about an order after it has been fully processed or shipped, the best thing to do is contact us. We suggest you accept delivery, set up a return online and get a pre-paid return shipping label to send the item(s) back. The cost of return shipping will be deducted when we process the return and issue your refund. You can also send the item back to us using the shipping courier of your choice.
What happens if I was shipped the wrong product?
Please accept our sincere apologies! Contact us for assistance.
What happens if I ordered the wrong item, wrong size or am unhappy with my purchase?
We will refund or exchange your purchase (minus the shipping cost), provided the returned item(s) are within 60 days of the date of receipt, received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc. provided your purchase is in new and unused condition. When your return is received, you will be issued a refund to your original method of payment (your credit/debit card or PayPal account, for example) for the merchandise only.
Can I exchange one item for another?
We can exchange your purchase (minus the shipping cost), provided the returned item(s) for exchange are within the 60 day return period, new and unused, received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc.
What do I do if a product in my order was delivered damaged?
If you believe your order was damaged while in transit, please contact us so we can file a claim on your behalf with the shipping courier.
What do I do if there is something missing from my order?
Please verify you have received a box for each tracking number associated with your order. If all the boxes have been delivered and you are still missing an item, please check all of the packing material, especially for smaller products. If you come up empty-handed, contact us as soon as possible so we can investigate. We want to make sure you get what you paid for!
Does MarineDepot.com charge a restocking fee?
Typically no, although there are a few exceptions. If you place an order with us and refuse delivery, a 25% restocking fee (for the cost of the order) will be deducted from your refund. Shipping charges are also non-refundable. If you send us an unauthorized return, there is a minimum processing fee of 25%. Unauthorized returns include items returned without a Return Merchandise Authorization number (RMA #), used items or returned items with missing parts or packaging.
How do I check the status of my return?
We make every attempt to keep you updated via email. If you are returning an item for replacement, we will send an email with your tracking number once the replacement item ships. You will also be able to track your replacement order online. If you are returning an item for refund, we will send you an email to let you know once we have credited your original method of payment (your credit /debit card or PaylPal account, for example).
How long does it take to process a return?
Once a return has been delivered to MarineDepot.com and inspected, processing times are generally within 2-3 business days. It usually takes credit/debit card companies 2 to 3 business days after a refund is issued to process the transaction and make the funds available in your account.
Does MarineDepot.com provide a return shipping label?
To make returning merchandise easy, you may use our pre-paid return shipping label. You pay nothing up-front; the cost of return shipping will be deducted from your refund. You can get your return shipping label by completing our online RMA process or by contacting us. You can also ship the item(s) back yourself using the courier of your choice. Should you choose to do that, we do recommend getting a tracking number for the shipment.
How do I pack my item for return?
The item itself should be placed back inside the original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. If you still have the original shipping box and packing material (peanuts, air pillows and/or paper), we encourage you to use them again when you send in your return. If you no longer have the original shipping box and packing material, you will need to make other arrangements. If you are using our pre-paid return label, you can package the return at a FedEx Office store when you drop it off for shipment. Please be sure to write your RMA # clearly and conspicuously on the outside of the shipping box. If you choose not to use a label provided by us, ship your package back to the following address:
RMA: [ include your RMA# here ]
14271 Corporate Drive
Garden Grove, CA 92843