Postage Policy

Here at DC Aquatics, we strive to ensure all orders are delivered promptly and securely. However, in rare cases when an item is lost in transit, but don't worry we have a policy in place to address such situations.  

Please review the following guidelines regarding lost packages: 

Delivery Confirmation: 

All orders shipped by DC Aquatics are sent with a tracking number and/or delivery confirmation. We encourage you the buyer to track your package regularly to stay updated on its status and estimated delivery date. 

Lost Package Definition: 

A package is considered lost if it hasn't been delivered within the expected delivery time frame, and there is no delivery confirmation status indicating successful delivery or tracking fails to indicate an estimated delivery date. 

Reporting a Lost Package: 

If you believe your package to be lost in transit, please follow these steps: 

- Contact our friendly customer service team as soon as possible to report the issue. Provide your order details, including the order number and tracking number. 

- our team will initiate an investigation with the shipping carrier to locate your package. 

The Investigation Process: 

Once the lost package has been reported, we will work closely with the shipping carrier to conduct a thorough investigation. Please note, the investigation process can take several business days. 

Resolution Options: 

Upon completion of the investigation, we will contact you to determine an appropriate resolution based on the outcome from this investigation. This may include one of the following possible outcomes: 

- Reshipment: We will offer to reship the items to you at no additional cost. 

- Refund: If a reshipment is not feasible, we may provide a refund for the lost item/s at our discretion. 

Please note that if the tracking information shows that the package has been marked as delivered, but you have not received it, we recommend the following steps: 

- Verify the shipping address provided during checkout to ensure accuracy. 

- Check with family members, building management or neighbours who may have received the package on your behalf. 

- Contact the local postal service/shipping carrier to enquire about the package's whereabouts. 

Policy Changes: 

DC Aquatics retains the right to modify or update the postage policy at any time without prior notice. Any changes will not affect lost package claims initiated prior to the date of the policy modification.