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Customer Service
- Shipping & Delivery - U.S. Customers
- Shipping & Delivery - Canadian Customers
- Privacy & Security
- Returns Policy
- Pre-Orders
- Shipping & Delivery - U.S. Customers
- Orders are generally shipped within 24-48 hours. All orders are shipped with a direct signature requirement, so someone must be present at the time of delivery. Shipping fees are non-refundable, under any and all circumstances. All orders are shipped fully insured. Shipping costs are direct rate quotes from FedEx, and do not provide a profit to TankGuys.
- Shipping & Delivery - Canadian Customers
- Packages can take anywhere from 3 days to multiple weeks to arrive, due to varying customers clearance times. Customers are responsible for all import duties and brokerage fees. Should the customer fail to pay these fees, TankGuys will bill the customer for those fees, plus an additional $20 service fee. Any packages returned to TankGuys for failure to pay fees will result in a 25% restocking fee, and no refund for shipping costs. Under no circumstances will TankGuys write a reduced value, or mark any items as gifts, on customs forms.
- Privacy and Security
- TankGuys does not sell your information to any 3rd party companies. The only companies that you information will be shared with are the shipping companies, and/or credit card billing companies, in due course of order processing. Our website is also fully secured via SSL encryption, and is fully PCI compliant for the highest possible security.
- Return Policy
- There is a 14 day return policy for defective parts only, excluding retail boxed processors. TankGuys does not accept returns or exchanges of any kind on retail boxed processors, or physically damaged items. For defective items, customers are not responsible for any restocking fees. For functional items, there is a 30% restocking fee. All returns must be approved ahead of time, and must be accompanied by an RMA number issued by TankGuys. RMA numbers are vaild for 7 days after issue. Any items returned without a valid RMA number will not be accepted, and will be held by TankGuys until the customer pays for return shipping. Should the customer fail to pay for return shipping within 6 months, TankGuys charges a $5 monthly storage fee. If the customer still fails to pay return shipping and the storage fee within one year of return, the item will become the property of TankGuys. Any return that does not include all the original packaging and accessories will result in a 30% restocking fee. Shipments retrurned to TankGuys because the customer is not available for a signature at the time of delivery are held until the customer pays to have it re-shipped, and will not be granted a refund, as this is considered an unauthorized return.
- Pre-Orders
- Preorders are subject to a $5 cancellation fee.
- Alternate Shipping Addresses
- We can ship to alternate addresses (addresses which are not your billing address.) However, we must first verify some information. Your order will put on hold, and you will be e-mailed with further information. Please note to ensure the fastest processing and shipping time, it's best to have products shipped directly to your billing address.
