Tideline

Frequently Asked Questions

Becoming A Customer

How can I become a customer?

To become a Tideline customer we require that you provide a valid business license. California customers also need a CA Resale Certificate.

Do you allow the retail consumer to purchase from you?

No, we are very strict in ensuring only registered retailers, jobbers and distributors order or enter our facility to purchase product. We value our established customers and will not compromise a business relationship that is not only appreciated, but often takes years to develop.

 

Purchase and Payment Information

How do I place an order?

Orders can be placed by phone, fax, or through our secure online ordering system. If placing an order by phone, we recommend you have a current stock list available to reference. Our order desk is open from 8:30 am to 4:30 pm Monday through Friday.

What are your minimum purchase requirements?

We have a purchase minimum of $200 on all ship-out orders. We do not have a purchase minimum for local walk-in customers.

How long will it be before I receive my order?

Lead time will depend on the product items ordered. Shells, assorted marine life, coral sand and dry goods can normally be shipped within 5 working days. Decorative coral and large bulk orders generally require 5-15 working days before shipping. You will be informed of the approximate shipping date when your order is placed.

What is the status of my order?

Your order status will be available 24 hours after order has been placed, by simply clicking on the "My Account". At that time you can view information about your order.

Do you take back orders?

Tideline does not take back orders. If an item is out of stock you will be notified and a replacement item can be ordered at that time. Customers can request notification of newly arrived out of stock items.

Do you have a catalog?

We have a ‘virtual’ catalog with our entire product selection on-line. We do not have a printed price list or catalog currently available.

What types of payment do you accept?

We accept Visa and MasterCard and Company Checks with established customers. At this time we do not accept Cashier's Checks or Money Orders.

What account terms do you offer?

Prepaid, COD and Net-Terms. Upon request Net-Terms will be considered after a customer’s purchase history is reviewed.

 

Stock Information

How often do you update your stock list?

Our available stock list is updated on a daily basis. Online access to our current stock list is “real time” and available on Tideline’s website.

How often are shipments of new inventory received?

We receive 20-25 container shipments throughout the year. Additional break-bulk shipments also arrive on a regular basis to help maintain inventory levels required to meet our customer’s needs.

Are you able to special order items?

Yes, we can special order specific items that are not part of our standard inventory. A deposit may be required which is determined on a per order basis. Additionally, the arrival timeframe is based on item availability and consolidation with a regular scheduled inbound shipment.

 

Shipping

Do you ship orders to all 50 states?

Yes, we ship to all 50 states using the most economical surface route, unless otherwise specified. Small orders will be sent via UPS, FedEx or US Mail. Large orders that require palletizing will be shipped via a competitive common carrier (trucking company).

What carriers do you use to ship orders?

We use UPS, FedEx, US Mail and selected common carriers.

Can I expedite my shipping?

Yes, when ordering please inform our order desk and we will make every effort to accommodate your request.

What is the status of my order?

Order status will be available 24 hours after your order has been placed, by simply clicking on "My Account". From there, you will be able to view information about your order.

What days of the week do you ship orders?

Orders are shipped daily – Monday through Friday except on Holidays.

How are the coral and shells packed for shipping?

All specimens are packed in corrugated boxes, or when necessary in wood crates. Coral can be shrink-wrapped upon request, and packing charges are included. However, a charge will be made if custom wood crating is necessary. Orders shipped via common carrier (trucked) are always palletized.

Do you guarantee product that is shipped?

Yes, we guarantee all product that is shipped. Coral pieces larger than 15" must be shipped via common carrier, not UPS. After receiving your order, if product is found to be damaged, missing, or not up to your expectations – please call 1-310-641-9106. Customer satisfaction is of first importance, so any questions or specific problems will be dealt with and resolved

What if product is damaged or missing during shipping?

If there is obvious damage and/or missing cartons or crates at time of delivery, the carrier must be notified before accepting shipment. It is also VERY IMPORTANT that you call our office so we can assist and help expedite any claims that may be required.

 

General

What are your hours of operation?

We are open Monday through Friday from 8:30 am to 4:30 pm. We are closed on all legal holidays and during Christmas week.

What other products do you carry?

We also carry a broad variety of ocean related gift & craft items, coral sand and rock, aquarium fish food, decoral coral replicas, Tropic Marin salt, a selection of reference books and more.

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