Terms and Conditions
Return Policy *
- Merchandise returned for exchange must be in the same saleable condition it was originally distributed in. If not in the same saleable condition, the appropriate charges will be deducted from the return credit (such as packaging). No credit will be given for non-resalable, discontinued, custom, or closeout items. Credit will be given at the original price paid or at the current rate, which ever is lower. Returns must be reasonable and authorized in advance by Cetacea for credit to be given. Return freight and insurance charges will be paid by customer. Customer is responsible for all damages incurred during return shipping. Credits are only to be used for the purchase of CETACEA merchandise and no cash/credit card refunds will be given. Defective merchandise will be repaired, replaced or credited at the discretion of CETACEA.
Refund Policy *
- Please allow 3-5 business days from merchandise receipt for your return to be processed. You will receive an email confirmation. Please allow up to 10 business days for your account balance to reflect the refund. This timeframe varies by bank. Personalized products cannot be returned, unless the result of a CETACEA error.
- If your return is the result of an incorrect shipment by CETACEA, or a damaged or defective product, we will refund merchandise and shipping charges to your original form of payment. We will reimburse shipping charges incurred to return incorrect, damaged, or defective merchandise to CETACEA, not to exceed the published FedEx Ground rate for the weight of the package. If returning merchandise for any other reason, you are required to pay all shipping charges to and from CETACEA. For your protection, please send your return via carriers who offer package tracking such as FedEx or UPS (be sure to retain your tracking receipt for future reference). CETACEA is not responsible for lost shipments. Shipping charges are non-refundable.
Cancellation Policy *
- Orders once placed cannot be canceled. Due to the change in business requirements, CETACEA reserves the rights to cancel the ordered items.
Delivery / Shipping Policy *
- Delivery to carrier constitutes delivery to purchaser. All claims for shortages or damage on open cartons must be filed with the carrier within 48 hours of receipt. Claims for shortages on sealed cartons must be made to CETACEA within 48 hours of receipt of goods. All orders are shipped F.O.B. CETACEA, Foster City, California. Freight, Insurance, and any handling fees will be charged to the customer on the invoice. Authorized returns must be freight prepaid by the customer. If any shipment is refused and returned to CETACEA, customer will be billed for all shipping charges plus a 20% restocking charge, and will no longer be eligible for the Free Freight allowance program.
- International orders may be placed via email, phone, or fax. Full quote may be inaccurate at time of request due to the weight and shipping destination requirements in order to properly account for shipping costs. All shipping charges will be paid by the customer. Order will only be shipped once full payment has been received. Partial payment may be requested for large orders to secure inventory necessary to product the requested products.