1. Shipping Q & A
| Q. |
I am overseas, can I purchase from Ocean Solutions? |
| A. |
Yes, you can purchase from overseas but contact us via email or phone to get an accurate shipping price. |
| Q. |
Can you ship to a PO Box? |
| A. |
All deliveries are made by courier and must be to a physical address however small items of less than 140cm's girth can be sent via Australia Post. Contact us to arrange this service.. |
| Q. |
If I order more than one product, do I have to pay for shipping on each of the items?
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| A. |
We calculate shipping and handling costs by shipment. Your orders can come in one shipment or multiple shipments, depending on what is ordered. Shipping rates are based on cubic weight which is calculated from the physical weight and overall size; generally it is cheaper to ship several items together rather than one at a time.
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| Q. |
Can I order a product and ask you to ship it to someone else? |
| A. |
Yes, but you must be an approved reseller for us to provide this service. Please contact us for more information.
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| Q. |
If I order today, when can I expect to receive my order?
|
| A. |
This will vary depending on your location please contact us for a freight quote.
Once your payment is confirmed, we will dispatch the goods immediately. Delivery time will depend upon your location but generally between 2-7 days is the expected delivery range. |
| Q. |
Can I use my own courier? |
| A. |
Yes, if you have your own courier that you prefer to use just let us know.
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2. DOA Returns
In the event that you receive a product that is not in working order, please contact Ocean Solutions by telephone immediately. Please ensure that the product you are returning has complete packaging and contents as originally supplied. Failure to report a DOA item within 7 days or return with incomplete packaging and contents as originally supplied will result in you not being able to claim the item as a DOA.
You must have your order number and A detailed fault description sheet must be sent together with all the returning goods. You will be issued with a Return Authority (RA) Number once we have received the goods.
If after testing, the returned product is found to be not faulty, you will be charged the processing costs, plus all courier costs associated (if delivered).
3. Damaged / Incorrect Product
In the event that you receive a product that is either damaged or not the product you ordered, please notify Ocean Solutions by e-mail, telephone or fax, as soon as possible, immediately upon receipt of the product. You must have your order number. Once we have verified that there is a problem, you can return the goods to us for exchange/warranty. Please be aware that replacement of products that have suffered physical damage is at the discretion of the manufacturer.
4. Product Return
All goods sold by Ocean Solutions come with a Satisfaction Guarantee.
Goods under warranty cover will be replaced or repaired at the discretion of the manufacturers.
Warrantees for individual parts we sell are provided by the manufacturers, not Ocean Solutions.
A large percentage of returned goods are found to be, not faulty. If the returned goods are determined by Ocean Solutions to not be faulty, then all returning shipping fees will be worn by the customer. Ocean Solutions also reserves the right to charge the labour cost $60 for examining these goods where no fault was found.
All warrantees are voided if returned product is found in any way to be mishandled, misinstalled, modified, tampered, abused, physically damaged or used under wrong voltage etc.
Please attach a copy of the original invoice or provide the original invoice number. A detailed fault description sheet must be sent together with all the returning warranty goods.
Customer is responsible for proper packaging of RA returns. All warranties will be void on items that are insufficiently or inaccurately packaged. Customer is responsible for all the shipping charges associated with returning the defective merchandise. If any item(s) returned for warranty claim is determined to be physically damaged, the item(s) will be returned to the customer as is.
Customer is responsible for any shipping and insurance cost involved in sending the warranty claim goods back to Ocean Solutions. Ocean Solutions is not responsible for any parcel missing in transit, on its return back to Ocean Solutions Online.
Product(s) discontinued by manufacturer(s) shall be upgraded to a similar product or a credit will be given at the current market value or the purchase price whichever is lower.
5. Warranty Turnaround Time
Turnaround time for warranty claims largely depends on the suppliers or the distributors. We will try our best to speed up the process. Please understand the time involved for a warranty claim will include: shipping back to the supplier, supplier's own test and replacement/repair, and the shipping back to us.
Please keep this in mind when you place your order. Ocean Solutions is not responsible for any losses resulting from the time it takes to have the faulty item replaced or repaired.
