View Our Policies Here
Things don’t always go according to plan, but we are professionals, and we take care of our customers. Read below to find out what you can expect from us regarding returns and exchanges, and in other situations.
We do our best to package our products with care so they arrive alive and in good health. If your product arrives dead please contact us within 2 hours of receiving the shipment providing a photo of the DOA animal and we will arrange to send you a replacement or issue store credit if you prefer.
EXCEPTIONS: Replacements will be given at our discretion and determined on a “case-by-case” basis if you do not pick up your live package from the delivery agent the same day of delivery, leave your live package outside in inclement weather, or do not contact us within 2 hours after receiving your live package and products arrive dead.
Equipment and Dry Goods
If you are not completely happy with our products when they arrive, send them back and we will give you a full refund of the product purchase price (excluding shipping). You must contact us within 14 days of receiving and we will give you instructions on how to return the product to us. You will be issued a 100% refund of the product purchase price (excludes shipping) after we receive the returned product.
Because of the complex packaging procedures for all aquatic life and our primary concern for the health and well-being of all specimens we offer, we cannot accept any returns or exchanges on our Live Products not purchased at our retail location. We may, at our discretion, offer you a partial discount on your next purchase or provide you with a Store Credit or Coupon Code to go towards your next purchase.
If purchased at our retail location, please contact us within 14 days and we will arrange a return for 100% of the purchase price. (Animal must be in the same health as when purchased)
Because there are many factors affecting the availability of aquatic life, all species are not available at all times.
We will contact you in the event an animal(s) from your order is not in stock. It will be your decision to either be issued a full refund the purchase price of that animal(s) or have us hold your shipment for up two weeks while we work to replace the animal(s). Items we were unable to ship during this two week period may be cancelled, and your order total will be adjusted accordingly. This would only happen if we are unable to obtain the desired species due to seasonality, weather, etc.
We will send you an e-mail the day we ship any aquatic life so that you can make arrangements to sign for your order when it is scheduled to arrive.
It’s our policy never to automatically substitute specimen size or species if what you requested is unavailable. We work closely with our customers and aquatic suppliers to ensure you receive exactly what you order. If your item is out of stock, feel free to discuss alternate items with one of our aquatic service specialists.
If for any reason we send you the wrong products, please contact us within 14 days and we will send you the correct products that you ordered at no additional charge.