Policies
When you place an order for supplements or aquarium equipment, our system will automatically calculate the shipping cost based on the items in your order and the shipping address. This shipping cost will be included in your order confirmation, so you can see exactly how much you will be charged for shipping.
Dry good and hardware shipping :
Supplements and aquarium equipment do not need to be shipped with our express shipping service, as they are not live animals and do not require special handling during transit. Instead, we offer a range of shipping options for these products that are calculated based on the weight and dimensions of the items, as well as the destination address.
Livestock shipping :
At our company, we want to ensure that all our live stocks are delivered to our customers in the best possible condition. Therefore, we require all live stocks to be shipped using our express shipping service.
Our express shipping service is designed to provide the fastest and most reliable delivery possible for our live stocks. This allows us to minimize the time that our live stocks spend in transit, which helps to reduce the risk of stress or harm to the animals.
Shipping & DOA (Dead on Arrival) Term :
In the unfortunate event that you receive a dead-on-arrival (DOA) item, we kindly ask that you send us an email with a photo within one hour of the carrier's delivery confirmation. Please do not dispose of the DOA until we have provided further instructions. Once we have received the photos and confirmed the DOA, we will issue a store credit for a replacement in a future order. We will do our best to replace the DOA with the same or similar item, and cover the shipping costs as well.
Please note that failure to notify us within the hour of delivery confirmation will result in the voiding of any warranty for the DOA.
Please keep in mind that live orders are final and non-exchangeable/refundable, unless the item is confirmed as a DOA within the specified timeframe.
To ensure the best possible outcome for your live order, we kindly ask that you provide us with a video of the unopened box being cut and the unopened bag showing any deceased animals within. Please note that we are not responsible for mortality due to carrier delay, and no refunds of shipping charges will be issued.
If we are unable to replace a DOA item with a comparable one, we will credit your account for the full purchase price (NOT THE SHIPPING FEES) of the item as a credit on our website. Please keep in mind that colors may differ due to your fixtures, settings, and environment, so we cannot guarantee color accuracy. Unfortunately, we cannot offer refunds for deaths that occur during or after the acclimation process.
In rare cases where an animal's health is deemed to be poor, we reserve the right not to send the animal. In this instance, we will offer the customer the option to purchase or be refunded.
At our company, we prioritize the safe and timely delivery of all orders. To minimize the risk of DOA due to weather conditions or theft, we offer shipping to a postal office near your location. Please note that it is your responsibility to go and collect your order from the designated postal office.
We strive to provide the best possible service and delivery experience for our customers, and we believe that this shipping policy will help ensure the highest level of satisfaction for all parties involved. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us. We are always available to help and are committed to providing the best possible service to our valued customers.
If you experience delays during the shipping process, please contact the carrier's customer service for further assistance. We will do our best to help you obtain transit information for your order. Please note that filing a claim does not guarantee compensation or a refund for lost or stolen packages. However, we will do our best to assist you throughout the process.
Finally, we kindly request that you do not charge back an order without first working with us to resolve the issue. We are committed to providing the best possible service to our customers and will do everything we can to help you in any way possible.