Undelivered, Stolen & Damaged Packages
Undelivered (Delivery Exception, Lost In Transit, Stuck In Transit)
If a package is not delivered within 10 days after shipping, please reach out to our customer service personnel to make us aware of the situation. If a delivery exception is noted by the carrier, or the package has been lost by the carrier, we will issue a full refund for the order. If there is a delay in delivery service due to weather or an unforeseen issue encountered by the carrier, but the package is still moving in transit to the delivery location, we will allow another 3 business days for the carrier to deliver the package before taking further action.
Stolen Packages
If an order is marked by the carrier as delivered, but after searching all possible areas of delivery you cannot find your package, please contact our customer service personnel immediately. Our personnel will check the tracking history of the package and open a claim with the carrier so the carrier can check their records. If the carrier finds that the delivery status of the package is incorrect and the package is lost, we will issue a full refund for the order. If the carrier can prove that their record of delivery is correct, we will assume the package was stolen and issue a 50% refund of the product value, shipping cost, and any other taxes and fees associated with the purchase. NOTE: Carrier claims may take up to 2 weeks to be concluded.
Damaged Shipping Box and/or Product
If your order arrives with any damages (crushed, cut, or re-taped box; chipped, cracked, or otherwise broken product), please take pictures immediately. Pictures should show all damages to the shipping box, packaging and product(s), as well as show the shipping label for order and tracking reference. Please send the images in JPEG format to our team at service@first-tank.com so we can assist you in a timely fashion.
Upon receipt of your images, our team will confirm the order information, products within the order, tracking number on the package, and bring the issue to the carrier's attention. In the case of damage due to carrier handling, we will issue a new shipping label and ship a replacement to you. Please note: Refunds will not be issued for carrier damage cases.