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Terms and Conditions
Free freight for qualifying orders is available for our customers.
Please call KOI Smart LLC for further details. Special order and drop ship items do not qualify for freight prepaid programs. Additional fees apply to truck freight deliveries to residential addresses, lift gate service, and courtesy phone call service.
IMPORTANT – Inspect Freight BEFORE YOU SIGN. Note on the freight bill any obvious damage at the time of delivery. Failure to do so will result in you or your company being liable for the damaged merchandise. Notify the carrier immediately upon delivery of any noticeable damage. We cannot assist you in working out a settlement with the carrier unless they are immediately notified of the damage. If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by the carrier. Please make sure you retain a signed copy of the Bill of Lading or shipping paperwork for your records.
Once you are contacted for delivery by the carrier, it is your responsibility to accept delivery unless other arrangements are made. Any storage fees incurred due to failure to accept delivery will be the customer’s responsibility.
Customer is responsible for unloading the item(s) from the truck. Truck drivers are not responsible for getting oversized items off the truck. Shipping charges do not include a Lift gate! If you require lift gate service to unload your equipment, please call us at (561) 841-2782 or email us for a quoted price.
In the event a customer refuses shipment after shipping from KOI Smart LLC, the customer will be responsible for all freight charges to and from the shipping location and a restocking fee.
In the event a customer requests to pick up a shipment at a local freight company terminal and the customer does not pick up the shipment, the customer is responsible for the cost of shipping both to and from the freight terminal and a restocking fee.
Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing freight as well as return freight or shipping
IMPORTANT – Inspect all packages, BEFORE YOU SIGN. Note on the delivery receipt any obvious damage or notify the driver if present at the time of delivery. Failure to do so will result in you being liable for the damaged merchandise. Call UPS immediately at 1-800-742-5877 to file a damage claim upon delivery of any noticeable damage. We cannot assist you in working out a settlement with UPS unless they are immediately notified of the damage…and we are unable to accept responsibility for damage if the goods have been signed for and accepted in “Good Condition”. If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton(s) within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by UPS and call them at 1-800-742-5877 to file a damage claim.
· In the event a customer refuses delivery after the merchandise has shipped from the factory, the customer will be responsible for all UPS charges to and from the shipping location and a restocking fee.
Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing UPS charges as well as return UPS shipping charges.
Please double check your shipping address before completing your order. If any aspect of the shipping address needs to be changed after the order leaves our warehouse, FedEx Ground and FedEx Express charge a minimum fee plus all additional shipping charges. UPS Freight, used to move large items, charges a minimum fee plus all additional freight charges. These fees will be the sole responsibility of the customer.
RETURN POLICY and PROCEDURES
Returns will only be accepted if identified with a legitimate Return Authorization (RA) number prior to returning product. To receive an RA number, customers must call a KOI Smart Pond Supply or email a Customer Service representative to explain the nature of the return. Please have your invoice number available.
The RA number should appear clearly on the outside of each package returned and the item should be packed in the original skipping box or with plenty of packing material, and be taped securely
Merchandise returned to us unauthorized will be refused.
NOTE that an RA# does not guarantee a refund. All returns are subject to inspection by us.
You may exchange or return product for a refund (excluding shipping and handling charges) within 30 days of receiving the item.
All exchanged/returned merchandise must be in new, unused, untested condition. Items tested in any manner are not returnable. All warranty books, instructions manuals, parts and accessories must be included as well as the original box in which the item was shipped must be returned in order to be considered New.
To protect the original factory carton from any additional shipping damage, please place it inside another carton for return shipping.
Please do not tape or write on the item or the product package. Koi Smart Pond Supply reserves the right to charge you for any replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such returns.
If you are returning an item in which we paid the shipping/handling charge (Free Shipping) You are responsible for the outbound shipping charge that we, as the shipper, incurred to have your order delivered. This amount will be deducted from your refund.
Credit will be issued once the merchandise is received, we have inspected it and the return is authorized. The customer is responsible for freight costs incurred for the return to KOI Smart LLC.
Please ship all returns to us freight prepaid via UPS or Fed Ex Ground Service “Insured”. Koi Smart Pond Supply does not accept COD or freight-collect shipments or any shipments via US Postal Service.
Koi Smart Pond Supply is not responsible for any shipping costs incurred on any products, regardless of the reason of the Return.
The following items are not returnable; special order items, pond liner, liner underlayment , tubing, books, medications, aquatic plants, liquids, fish food and plant food.
The customer must provide KOI Smart LLC with the receipt from the carrier, along with customer’s count of product within 24 hours of receipt of merchandise.
DAMAGE IN TRANSIT
Upon receipt of goods, the customer must inspect for damage and add the phrase “not for hidden damages” when signing the receipt for goods. If damage is discovered, the customer must initiate a claim with the shipper.RESTOCKING FEEA 15% restocking fee will be charged for all salable returned items.WARRANTED MERCHANDISEKOI Smart Pond Supply does not warranty any product sold on this website catalog. All warranties are provided by the original manufacturer. If you have any questions regarding warranties, please either call (561)408-2739 or email our Customer Service.Products returned for warranty consideration must be sent to manufacturer for their evaluation and final disposition. Each item must be accompanied by a copy of original retail receipt showing the date of purchase. Often times an RA number must be obtained before sending in a warranty claim.To help assist you in the process we have listed the phone numbers to the manufacturers we distribute.Manufacturer List
Atlantic Water Gardens 866-819-7663
Aqua Ultraviolet 800-454-2725
Beckett Pumps 866-466-4319
Pond Master (Danner Mfg.) 800-458-5876
GC TEK 405-251-5551
FLORIDA COMPANIES OR RESIDENTS
Sales tax will be charged on all Florida bound shipments unless a signed “Certificate of Resale”is on file.This needs to be submitted prior to sale and every year following according to Florida State Law. The tax is based on the receiving county’s tax rate.
CA residents add 7.75% sales tax to purchases of Aqua Ultraviolet products, these items are drop shipped from Aqua Ultraviolet in CA directly to you.
KOI SMART LLC shall not be responsible for any damage caused by shipping delays, use of products, errors in shipping, or damage to personnel, lost income and damage caused by the installation of said products.
Koi Smart Pond Supply respects your privacy and we are committed to protecting it. Your information collected is used to process orders and to ensure that we provide you with the best services to suit your needs.
Koi Smart Pond Supply will never disclose, trade, share, or sell any personal or individual information that is collected to any third parties other than in the course of completing a transaction initiated by you the customer or in response to any case involving legal matters.
Disclosures Required Under Law- It Compliance with all Law enforcement or Legal Authorities we will disclose personal information or information collected on our site about your use in response to valid requests in order to comply with the legal process.
To protect your information we use Secure Sockets Layer (SSL) on all of our check out pages. SSL is an encryption technology that safeguards your personal information and guarantees your protection and privacy.
All users of our site are free to explore most of the site without providing any personal information. The Following does require you to provide personally identifiable information:
Placing Orders – All users are asked to provide information, such as name, address, e-mail and, where appropriate, credit card information required to place an order. All information collected is encrypted using SSL technology to provide the highest level of security.
Emailing Us- Your e-mail address will be collected when you contact us via e-mail so that we may respond to your e-mail. We may use this address to occasionally send information regarding sales that we think may be of interest to you. If you decide to be removed from this list simply send an email with the word ‘remove’ in the subject line., or simple unsubscribe. You will be removed from our email list.
Do We Sell, Trade or Disclose Your Personal Information…….Its Simple……….NO.
If you have any questions about this Agreement, please contact us filling this contact form