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PNW CUSTOM
SHIPPING & RETURN POLICY

At PNW Custom, we take pride in hand-crafted aquarium products designed for long-term success. Please review our shipping, returns, and warranty policies below before placing an order.

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International Shipping is
currently open! 

Shipping costs vary, but it will calculate for you at checkout based on your address.

Shipping Policy

All orders are carefully packed and shipped from our shop to ensure safe arrival. Our products have a processing time of 3-10 business days. We specialize in handmade, on-of-a-kind products. We do offer custom orders and expedited shipping on many orders, please reach out to us if you have any questions.

  • Orders ship to the address provided at checkout.

  • PNW Custom is not responsible for delays caused by carriers, weather, or incorrect shipping information provided by the customer.

  • Out of stock items will be shipped separately or refunded based upon availability.

  • Please allow for extra time for delivery during the holidays.

  • All items on pre-order will have shipping information in the product description. For our Plug-N-Play Kit only, your order will arrive in two separate shipments.

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Return Policy

  • Used items are non-returnable.

  • Non-used items are eligible for a refund, minus a 15% Restocking Fee. Please contact us for any return requests.

    • For all orders, this requires return shipping paid by the customer.​

  • Items damaged in transit or production error will be replaced and repaired at no additional cost. Please contact us for any return requests.

  • A 15% Restocking Fee applies to any canceled orders before shipment.

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Warranty Policy

PNW Custom stands behind the quality of our products.

  • We offer a 90-day, 100% warranty covering:

    • Manufacturer defects

    • Equipment failures

    • Shipping-related damage

  • We offer a 30-day, 100% warranty covering any malfunctioning heaters. 

  • If a warranty claim is approved, PNW Custom will provide a return shipping label for replacement equipment or parts.

  • All warranty claims are reviewed case-by-case.

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Warranty Limitations

Warranty coverage will be void in the following situations:

  • Damage caused by misuse or user error

  • Use of non-approved accessories

  • Product modifications not authorized by PNW Custom

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Terms & Conditions

By purchasing any PNW Custom product, you acknowledge and agree that:

  • PNW Custom is not liable for damages resulting from product use.

  • Responsibility for proper installation, maintenance, and use rests with the customer.​

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