We want every order to arrive healthy and as described. Because many of our products are live animals, our policy distinguishes between livestock and dry goods.
1) Livestock (Fish, Coral, Invertebrates) — DOA Only
Livestock is not returnable. Coverage is provided under our Dead-On-Arrival (DOA) Guarantee.
To qualify for DOA coverage, you must:
Be available for the first delivery attempt (or pick up promptly if held at the carrier).
Keep items unopened until we advise you—opening voids DOA coverage.
Resolution: After approval, we issue store credit for the DOA item(s). Shipping costs are not refundable. Re-shipments (when offered) are billed at actual shipping rates.
Exclusions (not covered):
Missed first delivery, incorrect/incomplete address, or packages left outside/vehicles after delivery
Animals removed from bags or acclimated before reporting
Deaths caused by acclimation errors, aggression, parameter swings, or improper quarantine
Photo evidence not provided or late notifications beyond the 2-hour window
Orders where we required hold-for-pickup but it was not followed
For the full procedure and acclimation tips, see our Refund & DOA Policy page.
2) Dry Goods (Non-Livestock)
Eligibility: Unopened/unused dry goods may be returnable for store credit within 14 days of delivery. Not eligible: Opened items, used equipment, custom/special orders, clearance/sale items, food/chemicals with broken seals, gift cards.
Photos of the outer box, label, packing materials, and damaged item
After review, we will replace the item or issue store credit. If the error was ours, we’ll provide a prepaid return label when a return is required.
4) Lost or Delayed Packages
Contact us immediately with your tracking link. We’ll help coordinate with the carrier. Outcomes depend on carrier scans, weather events, and delivery attempts. DOA coverage requires first-attempt delivery or timely pickup.
5) Cancellations & Changes
Before shipment: We’ll try to accommodate changes/cancellations; if already packed/labelled, cancellation may not be possible.
Subscriptions: You can pause/skip/cancel before the next billing date; charges already processed are not refundable but future cycles can be stopped.
6) Refund Method
Livestock DOA:Store credit for the affected item(s).
Dry goods returns (approved):Store credit for item price after inspection.
