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Delivery & Returns
The name that will appear on your bank or credit card statement will be Seahorse Kontiki's USA LLC.
All orders are shipped through Federal Express. The standard service used will be Federal Express Ground Service, and delivery is generally between 2 and 8 days depending on the delivery location. Our Warehouse is situated in Georgia, and the further away you are, the longer the courier will take. There is the option of choosing either the FEDEX 2 day or overnight service, and paying the additional charge related to these quicker services. Delivery times cannot be guaranteed, but we will do our best to achieve them.
PLEASE NOTE: Rural and some residential areas may take longer delivery time. The Christmas rush and other busy time can effect the delivery times.
The deliveries are made to physical addresses, and larger items will require a signature. Deliveries to business addresses require the business name, as commercial area are generally not numbered.
International deliveries need to quoted individually, based in the purchaser’s requirements. The options are international courier, Air Freight or Sea freight.
SHIPPING COSTS AND CALCULATIONS:
All Seahorse products have the option of free delivery to the continental USA, otherwise the paid options are calculated on the weight of the order and the delivery location based on the federal Express rates.
Hawaii and Alaska have freight/courier charges based on the weight of the order. All other locations will be calculated and we will contact you by phone or email to advise the courier costs prior to shipping.
All orders are required to be paid in full prior to shipping.
All prices quoted in US dollars.
An estimated shipping cost will be calculated on your order, when you proceed through to the checkout and fill in your shipping details. If the incorrect region is used when placing the order, Seahorse Kontiki's USA LLC maintains the right to correct the error, and charge the correct courier charge. Seahorse will attempt to contact the purchaser to advise the change. If the order can be couriered for less then what is calculated, Seahorse will charge the lesser amount.
We attempt to ship orders, subject to payment, the same business day, we received them.
If you have ordered an item that is out-of-stock or sold-out, we will attempt to contact you immediately. please understand that a delay may also occur if your credit card was declined or for address verification if your billing address was entered incorrectly.
We are happy to receive orders from international customers. Due to the size of the cartons, and the various methods and shipping rates, we need to calculate and quote on each order separately. We will ship either from New Zealand or the USA to ensure you get the most cost effective delivery.
We will apply this portion of the purchase price towards the freight costs, and advise if there is any additional cost involved. All international orders must be paid by Direct transfer to our bank account.
It is possible you will be charged local import duty and taxes as your order clears customs in your country.
Courier options include a door to door service, which is the most expensive, and the other option is you collecting from your nearest international airport (or port) (cheaper option), or organize transport from the airport to you.
If for any reason you are not completely satisfied with your purchase upon receipt, please follow these procedures to ensure a prompt replacement, credit or refund. In the case of a fault or defect with your purchase please follow the warranty process.
No product will be accepted for return without obtaining prior written authorisation from Seahorse Equipment Limited. Freight, packaging, handling and insurance will be at the cost of the purchaser. Please contact Seahorse Kontikis (+1-678-373-4041) for advise on the best course of action.
The Seahorse may, but is not obliged to, accept the return of any product that was ordered and correctly supplied.
If the product was delivered incorrectly or with damage, the purchaser must inform Seahorse in writing within 3 days of receipt of the product. The notification must quote the relevant packing slip/invoice number and must include all the necessary details of the incorrect delivery, defect or damage. If the purchaser fails to notify Seahorse, the purchaser shall be deemed to have received the product in good order and condition and that the same had been delivered in accordance with the purchaser’s order.
Please note: That our staff will test all returned products to determine the nature of the defect (or if the item is defective at all) If an item is returned as defective , and after testing it is deemed to have been in good working order, the item will be returned to the customer as it was received. Please test the defective item(s) prior to sending the item back for warranty service. This will save you time and money. The Seahorse team will be able to advise on testing and checking items.
Here’s what you need to do:
Contact Seahorse (+1-678-373-4041) as soon as possible and we can advise the best approach.
Use the Seahorse packaging and courier using Federal Express or another Parcel Carrier of your choice.
Include your contact details including name, address, phone numbers and the reason for returning.
SEND RETURNS TO:
SEAHORSE KONTIKI'S USA LLC
C/- BASE 3 USA
1145 UNIFORM ROAD
(NOTE: COD’S will not be accepted)
Keep a record of your shipment until you have received a credit, refund, or replacement.
Once we have received the product we will assess the warranty claim and contact you to arrange the best solution for you.
For additional information on our return policies, Please contact Seahorse on phone +1-678-373-4041 or email email@example.com.