Do you perform installations? How do I return a product? Can I return a used waterfall?

My unit arrived damaged – what do I do? Can products be shipped internationally?

Do you perform installations?

We unfortunately do not offer installation services on standard product lines. We offer complete installation and design services in our commercial and crporate division for large custom pieces.

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How do I return a product?

If you wish to return a product within the 30 day allowance period, please call us for a Return Authorization (RA) Number. At that time we will provide you with a ‘ship-to’ address. Returns must be shipped ‘prepaid’ in the original carton(s) and the RA number must be clearly marked on the outside of the carton(s). Our receivers will not accept ‘collect’ shipments or shipments that do not have an RA number.

We recommend that you insure the return shipment at a value equal to the purchase price. Tropics North Studios cannot accept responsibility for damage incurred on return shipments.

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Can I return a used waterfall?

Returns are accepted for unused products only, except in cases of defective merchandise. Please inspect your purchase upon arrival to ensure that it has not been damaged during shipment. All of our products are tested before shipping to ensure proper functionality. If you must make a return, please follow our return procedure. Additionally, as specified in the Return Policy, you must call in for an RMA (Return Merchandise Authorization) number or your return may be refused and sent back to you.

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What happens if I receive a damaged product?

It is very important that someone authorized to accept delivery of your waterfall is home at the time of delivery in order to inspect the shipping carton. If the carton shows any damage, this must be marked on the waybill before accepting delivery. After opening the carton, if any damage has occurred, please contact us within 2 days of receipt so that a claim can be made on the carrier. Failure to do this may result in the carrier refusing to accept responsibility for the damage.

When you contact us we will provide you with a return shipping address and a Return Authorization (RA) number. This number must be clearly marked on the carton used for returning the damaged product.

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Can products be shipped internationally?

Yes, Tropics North Studios will ship internationally. Because of the wide variety of dimensions and shipping weights of our waterfalls, international customers will need to call in with the name and product code of the item you wish to purchase and a full shipping address to receive a custom shipping quote. You may reach us on weekdays from 8 am to 5 pm EST at 1-866-461-0720 or email us at info@tropicsnorthstudios.com.

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