Welcome to The Hidden Reef Shipping & Returns

The Hidden Reef, Inc Web site utilizes a flat rate shipping method based on your purchase total.

We do not Ship to Hawaii due to shipping cost. Thanks

Rates apply to the lower 48 continental U.S. ONLY! Your order will ship via USPS Mail, FedEx, or UPS Ground.

In-stock merchandise will normally arrive in 2-5 business days after the order is received. Most orders are shipped within 24-48 hours via UPS or USPS.

If you need to expedite your order via Next Day or 2nd Day Delivery Service Please Call us at 215-269-4930. As long as the item is in stock and you place your order before 12 PM Eastern Time, we can ship it the same day. 

Please call in all requests for expedited shipments to make sure your order will be processed the same day. 

We only charge the actual shipping costs on all Air shipments. 

Preferred Shipping

- $5.99 for Orders $49 or Less

- FREE for Orders Over $49

Pick Up Your Order - Skip the Shipping

If you want to stop by and pick up your order, we can do that. Keep in mind however not every product is stocked in our store. If you wish to pickup your order and skip the shipping please indicate at check out Pick up in Store.  Our customer service reps will then reach out to you to let you know when we have the items ready for pick up.

Pick up location:

The Hidden Reef, Inc

4501 New falls Rd

Levittown., PA 19056

Heavy Items

When purchasing Heavy Items marked with an asterisk (*) you will need to select the "Heavy Item Shipping Fee" option which will adjust the Item's total price by the indicated amount.

We utilize this simple system because we want you to know right in front how much you will pay at the time of checkout.

Delivery Signature Confirmation

Please note on packages exceeding the value of $500.00 will typically require a signature on delivery. All orders valued at $1000 or more will require a signature every time and unfortunately we cannot make  exceptions on this. If for any reason you believe you will not be able to sign for a package please inform us and we can make arrangements for the package to be held at a local UPS & FedEx customer center for pick up. In the event we have to have a package held for pick up you will need to furnish a government-issued ID and you will need to sign for the package per UPS& FedEx policy. 

Shipping Address Verification

Please note that for security reasons we can only ship to addresses that are registered with the credit card which is used for the specific order. If your shipping address is not registered with your credit card account, please call 800 number on the back of your card and request a secondary shipping address to be added to your account.

Out-of-Stock Items

Although we stock a high level of inventory, we do run out of stock on products from time to time, you wont be able to add them to the cart. If you would like to have all items ship at the same time, please call 215-269-4930 or email the store [email protected] when the item will be available again. Thanks for understanding.

Return Policy:

Nobody likes to do a return, we understand and we will try to do our best to make it right, We will help you the best way possible by contacting us via Email [email protected] or Tel 215-269-4930.

Thanks, Best Regards The Hidden Reef Staff

All items sent back to The Hidden Reef, Inc need a Return Merchandise Authorization number (RMA) supplied by The Hidden Reef, Inc. To get an RMA number and return instructions, please contact us directly.  

Phone – 215-269-4930
Email [email protected]

Return Address - Please be sure the RMA number is included with your return package along with all the original product packaging, user manuals, and accessories. 

The Hidden Reef, Inc.

4501 New Falls Rd
Levittown, PA 1905
215-269-4930

Returns:

In order to receive a full refund of your purchase price the item(s) must ...

1. Must be unused.
2. Be in its Manufactures original packaging which must also be in new condition (including sealed internal packing)
3.  Must include all parts, warranty and registration cards, instructions, special packaging, etc.
4. Must be mailed with return authorization no later than 30 days from the date received. Please make sure to insure all shipments. We cannot be responsible for packages that arrive damaged due to mishandling or poor packaging.
5. Items that have been used or show exposure to water are not eligible for return and will be returned.
6. All items sold under a clearance, blowout, or liquidation are final and not eligible for return.
7. We will not be able to process refunds or exchanges on any returned item that does not fit these requirements. Sorry, and Thanks for understanding.

NOTES

1. Shipping charges are not refundable, you will be charged actual shipping expenses which are not subject to return credit.
2. The customer is responsible for all return shipping costs. Please make sure to insure the Package.
3. Your refund will only be given after we have received the returned item in its original, undamaged condition.
4. All items require authorization before returning.
5. Please allow up to 14 days for processing.

Drop-Shipped Items:

Dry goods drop-shipped via normal shipping methods including UPS, FedEx, or USPS will be accepted for return to The Hidden Reef, Inc. The item must be new and unused with all original packaging and shipped back to The Hidden Reef, Inc at your expense; return shipping labels will not be provided for drop-shipped items. Please make sure you insure the Shipment, Upon receipt of the drop-shipped item at The Hidden Reef, Inc, we will inspect the item's condition and process a refund minus a 20% restocking fee.

Aquariums, Sump, and other large items shipped via freight/LTL are not eligible for return to The Hidden Reef, Inc. Should you wish to return an oversized drop-shipped item, The Hidden Reef Team will help you reach out to the supplier directly to inquire about eligibility. If the drop-shipped item is eligible for a return, the supplier will most often charge a restocking fee and require the item to be shipped back at your expense.

Open Box Sales:

All Open Box products can be returned to us within 30 days of the purchase date and a refund will be issued in the form of Reward Points or Store Credit.

1. Must be unused.
2. Be in its Manufactures original packaging which must also be in new condition (including sealed internal packing)
3.  Must include all parts, warranty and registration cards, instructions, special packaging, etc.
4. Must be mailed with return authorization no later than 30 days from the date received. Please make sure to insure all shipments. We cannot be responsible for packages that arrive damaged due to mishandling or poor packaging.
5. Items that have been used or show exposure to water are not eligible for return and will be returned.
6. Shipping charges are not refundable, you will be charged actual shipping expenses which are not subject to return credit.
7. The customer is responsible for all return shipping costs. Please make sure to insure the Package.
8. Your refund will only be given after we have received the returned item in its original, undamaged condition.
9. All items require authorization before returning.
10. Please allow up to 14 days for processing.

Reward Points & Returns:

Reward points earned on the original order will be deducted from the account upon accepting the return. If the Reward Points have already been used the overall refund will have a corresponding deduction.

Notes for All Shipments & Returns:

• Shipping & delivery fees are non-refundable.
• Gift cards are non-refundable.
• Please retain all product packaging and tags until you're completely satisfied with your purchase.

Defective Merchandise:

• Each manufacturer has a different policy regarding defective merchandise. In many cases, we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event, we will work with you to ensure that your defective item(s) is replaced as quickly as possible.

• NOTE: After 30 days from the time your order is placed, all electrical equipment and light bulbs are covered by the manufacturer's warranty and should be returned directly to the manufacturer for repair or replacement.

Shipping Damages:

A damage claim will be filed with the carrier. Because the carrier may choose to pick up both the damaged item(s) and packaging material for inspection, we ask that you hold on to these items for 14 business days from the date you report the damage to us. If the carrier does not pick up the damaged merchandise within this time period, you may then dispose of the damaged item(s) and packaging material.  

 NOTE: All shipping damage must be reported within 24 hours from the time of delivery.

Failed Delivery:

If the carrier is unable to deliver the package to you, you can either have us re-attempt shipment or you can cancel the order. In both cases, you will be charged for all shipping fees.

If there is a problem with your order, we will work with you until resolution.