COVID-19, BRS, and your pets:
Are orders shipping on time?
We are still operating the warehouse 5 days a week and even weekends when it is possible. With everyone’s safety in mind and allowing for proper distancing, the BRS team is shipping orders Monday through Friday. In some rare cases your aquarium supplies may experience a one day delay, but a vast majority of orders will be shipped on time. Please be patient with us as we strive to serve the reefing community in the safest manner possible.
Will BRS have the items my tank needs?
We are experiencing higher than average stock outages but replenishing daily as new shipments arrive. Stock on hand is displayed on nearly every item in the BRS warehouse. We make every attempt to maintain accuracy of that number. BRS branded items such as RODI systems, filter media, and chemicals are being produced as fast as we can make them and updated daily as well.
If we are currently out of stock on the item you need, please sign up for in stock notifications on the individual product page. You can contact us for our best estimate, but a majority of items likely will not have a hard delivery date.
Can I back-order an item?
BRS has a long standing policy of only selling gear we actually have, indicated by the in-stock counter. In some instances, when we have reliable commitments on when it will arrive, we allow back orders which will be indicated with a back order checkbox. We may expand on this policy in the future weeks.
Any changes to the return policy?
Same as ever. Unopened items can still be returned for 365 days. After 60 days the return will be processed as store credit.
Is BRS up to 100% work force?
We are operating with a very limited crew. Every member of the BRS team that can work from home is currently working from home. We are also making accommodations for those who need to stay home for child care. Making sure our employees and their families are taken care of is a top priority.
We have expended paid sick leave for everyone and strongly encourage every employee to excuse themselves from work if needed. Along with those efforts, the team is practicing safe distancing, hand washing, protective gloves and the facility is being wiped down and frequently sanitized.
Are there any changes to customer service?
BRS customer service reps are available via live chat during normal working hours, and emails are still responded to within a couple of hours. We are still answering phone calls, but may experience longer than normal wait times.
Can I still pick up my order from BRS?
You can now select Local Pick-Up during checkout as a shipping option. All orders for local pick-up will be done curbside style. Just wait for the email from us that says your order is ready for pick up (larger orders may have multiple emails), then when you arrive, ring the bell outside the front entrance with your name and order number ready, then we will be right out with your order.
Anything fun I can do while we ride this out?
Absolutely! Join the #askbrstv community here and see how all of your fellow reefers are passing the time and staying safe. You can also catch up on some of your our latest BRSTV episodes and new playlist section.