Shipping Policy
Shipping Damage (small package)
Refuse the shipment if there is obvious damage to the product at the time of Delivery. If the package is delivered (either signed for by the customer or left at the door by the driver) and damage to the product is found - Please call VivoAquatics immediately so the damage claims process can be initiated. Providing VivoAquatics a photo of the damaged item will expedite the process of getting a replacement sent. When sending a photo, it is best to show the damaged area and also a photo of the entire product (not just a close up). PLEASE DO NOT TRY TO USE AN ITEM IF YOU BELIEVE IT TO BE DAMAGED, as this will relinquish the shipper from any damage liability. The customer is obligated to keep the damaged item & the shipping carton for UPS investigation process. Once a package is confirmed damaged and a reshipment is authorized. The reshipment will go out with the same shipping method as the original shipment.
Any small package shipments damaged must be reported to VivoAquatics within 7 days of receiving your shipment. If freight damage is reported after 7 days of receiving your shipment VivoAquatics will be unable to issue a credit or exchange of merchandise.
Small Package Shipping
VivoAquatics ships the majority of small packages via UPS. Small package shipments are those shipments that fall within the physical size and weight limitations of UPS. VivoAquatics does however use other carriers depending on the item. Most shipments are received within 7 - 10 business days after the order is placed. The time frame does vary however depending on the time of the year.
Lost Packages (small package)
If a package is lost by UPS, VivoAquatics will initiate a trace with the carrier. Once a reasonable time has passed after a trace has been initiated and the package is still not found; VivoAquatics will reship out a replacement package with the same ship method that was on the original shipment that was lost. (i.e. if the lost package was sent Ground, then the reshipment would ship out Ground)
Shipping Errors
If an item is shipped incorrectly or is missing product: The reshipment will go out with the same shipping method as the original shipment. In the event that a shipping error has occurred – VivoAquatics or their supplier will make arrangements with UPS to pick up (i.e. UPS CALL TAG) the item that was shipped in error . A UPS CALL TAG initiated by VivoAquatics or by its suppliers is a service where UPS will make 3 pickup attempts to retrieve a package. The VivoAquatics customer must have the package ready to be picked up. The UPS driver will have the shipping labels at the time of the pickup. The driver will provide the VivoAquatics customer a receipt for the package that was picked up. It will be the responsibility of the VivoAquatics customer to ship the item back In the event that the package is not picked up by the UPS driver by the 3rd Call Tag attempt. The VivoAquatics customer will be charged for the item if the item is never sent back.
Expedited Shipping
Expedited orders placed after 1 PM EST will ship the following business day. Saturday, Sunday and National holidays are not classified as business days, for example if you placed an order via 2 Day Air on Thursday before 1 PM EST your order would be delivered in 2 business days which would mean delivery on Monday.
Next Day Saver
Delivery by 3:00 PM or end of day, depending on your location (i.e. 1 Day Time-In-Transit). Ideal for shipments that require next business day delivery, but the time of day is not critical. Once you have supplied us with a shipping address, in most cases the shipping company will not ship to a different address. In cases where the shipping company can change the shipping address once the order has shipped, the customer will be responsible for any reconsignment fees charged by the shipping company. VivoAquatics will not reimburse shipping charges for Expedited order for shipments that were shipped out on time with our supplier, and then had a UPS exception. An exception is any event or situation that causes a shipment delivery to be rescheduled.
Shipping to PO Boxes
VivoAquatics cannot ship to a PO Box. Please make sure you ship to a physical address so we can get your order shipped out right away. Please be sure to provide a "physical ship-to" address.
Shipping to a Military (APO, FPO) Address
We cannot ship to an APO/FPO address.
Common Carrier Shipments
VivoAquatics will use a common carrier as the shipping method, if the shipment falls outside the weight and dimensional limitations of UPS or If VivoAquatics deems it the best ship method to ensure that a shipment will arrive undamaged as compared to using UPS (for example: certain filters tend to get damaged by UPS even though the Filter falls within UPS's weight and dimensional limitations).
Truck Line or Common Carrier shipments are delivered to the front of the driveway and are not delivered to the installation site or to your garage. Most consumers are unfamiliar with the process of receiving shipments from common carriers. Common Carrier / Truck line deliveries are shipped to the front of your driveway, trucking company is not responsible for transporting your product from the driveway to your house or equipment location. Here are a few guidelines to follow.
Provide a contact phone number that the trucking company can use to set up a delivery appointment. Please be advised that storage fees or a return of the shipment back to the warehouse could occur if the trucking company cannot get a hold of you in a timely manner. The customer will be responsible for any fees incurred due to the trucking company's inability to contact the customer.
Sign a receiving bill - also known as a Bill of Lading (B.O.L.). The B.O.L. serves as documentation that the order has been received free and clear of any damage and releases the trucking company of any responsibility of any damage to the shipment. It is your responsibility to take notice of any damage to the packaging however obvious or minor and document that on your receiving bill. If a shipment arrives damaged- Refuse the shipment and call VivoAquatics immediately. The receiving bill also indicates a "piece count" (i.e. how many packages are on the pallet). You must physically count each package on the pallet and compare to the piece count on the B.O.L. and notate the # of packages that you signed for. If signing for a shortage, notify VivoAquatics immediately so a trace can be put on the missing item (most are recovered quickly if advised promptly). Failure to do any of the above will hold you the customer liable for the damaged product. With the proper documentation of damage/shortage on your receiving bill replacement orders can be processed much quicker. Thank you in advance for your cooperation.
International Shipping
The process for obtaining an international shipping quote is easy. Please contact us directly by phone or email and request a quote.
Please note your electrical requirements 115V or 230V and 50 HZ or 60 HZ. Also note that international orders are subject to any customs, tax or duties imposed by your local government. There is a $14.95 handling fee for Canadian shipments & a $20.00 handling fee for all other international countries.
Duties and Taxes
Duties and taxes on international orders will be assessed by local officials and billed to you separately. These fees are related to the dollar value of an order. VivoAquatics will provide your invoice for the fee assessment. VivoAquatics will under no circumstances falsify the value of an invoice to lower these fees. Please contact your customs office for information on duties, taxes and restricted items.
Brokerage Fees
A Freight Broker acts as an agent to assist in the customs clearance of a package. The customer is responsible for the payment of these fees at the time of delivery. UPS will act as the broker if UPS is the ship method. It is the responsibility of the customer to hire a freight broker if an item is shipped via common carrier (for example: Shipping a Heat Pump to Canada). It is highly recommended that the customer hires a Freight Broker in advance of placing an order so that these fees are known advance. Please give VivoAquatics a call if you have any questions regarding Brokers.
UPS Call Tags
A UPS CALL TAG is initiated by VivoAquatics or its suppliers are a service where UPS will make 3 pickup attempts to retrieve a package. The VivoAquatics customer must have the package ready to be picked up. The UPS driver will have the shipping labels at the time of the pickup. The driver will provide the VivoAquatics customer a receipt for the packaged that was picked up. It will be the responsibility of the VivoAquatics customer to ship the item back, in the event that the package is not picked up by the UPS driver by the 3rd Call Tag attempt. The VivoAquatics customer will be charged for the item if the item is never sent back regardless if it was shipping errors so please make sure to have the packages ready. VivoAquatics will try to advise the customer of the 1st pick up attempt but ultimately the 1st pickup attempt is at the discretion of the local UPS terminal.
A call tag may be initiated for the following reasons:
Shipping Errors
VivoAquatics Website Error(s)
Bad "out of the box" Warranty
**Please note FREE Shipping is for Continental US only**