Live Fish Returns, Refunds, Store Credit, Replacements:
It is the customer’s full responsibility to provide the correct permits, documentation, customs fees for shipping fish medication orders.
If you need to cancel your order for whatever reason, you may accept the full refund as store credit for the entire amount, or cash or credit card refund for the purchase amount less a 15% restocking fee. The withheld 15% will be issued as a non-expiring store credit coupon that may be applied towards a future purchase. Optionally, you may choose in-store credit for the full purchase amount. If you ordered a product that was out of stock, please feel free to make a different selection or choose to receive a full refund. We will never send you a replacement product without your approval.
All refunds incur a 5% payment processing charge. This fee is dictated by PayPal, our payment processor. We have no control over it.
Gift Certificate Returns:
All gift certificates are final sale. No refunds or returns will be provided. However, gift certificates may be credited or gifted to another recipient of the customer’s choosing.
Unused/Unopened Products Returns:
Returns on unused, unopened products with the product and product packaging in new condition will be accepted up to 60 days after the customer receives delivery on an order. The customer is responsible for paying the return shipping and the original shipping charges will not be refunded. To accept a return on a product we must be able to sell the product again as a new product. A copy of the invoice, or a note with the order number must accompany all products returned to us.
Damaged Product Returns:
Returns on damaged products can be returned with the product and product packaging, up to 30 days after the customer receives delivery on an order. Damaged products will be replaced. A copy of the order, or a note with the order number must accompany all products returned to us. Feel free to e-mail us 24/7 at firstname.lastname@example.org for any other inquiries.