退款政策
This Refund & Returns Policy explains how {{ shop_name }} handles returns, refunds, and our live arrival guarantee. Because we sell living animals and plants alongside dry goods, different rules apply to each. By placing an order you agree to the terms below.
Live Animals & Plants — Final Sale
For the welfare of the animals, all live livestock (fish, invertebrates, corals, reptiles, amphibians) and live aquatic plants are final sale. Once an animal or plant has left our store, or has been delivered to and accepted by you, it cannot be returned, refunded, or exchanged. This is standard practice in the aquatic trade and protects both the animals and our other customers. The only exception is our Live Arrival Guarantee below.
Live Arrival Guarantee (DOA)
If an animal arrives deceased (dead on arrival, DOA), we will replace or refund it, provided all of the following are met:
- You report the issue within 2 hours of delivery or pickup, contacting us at {{ email }}{% if phone != blank %} or {{ phone }}{% endif %}.
- You provide a clear, continuous unboxing/unbagging video (started before opening the bag) plus photographs of the affected animal in its sealed bag.
- The animal was not removed from its transport bag, acclimated, or placed into your system before the claim.
- Any acclimation and care guidance we provided was followed.
Claims not meeting these conditions cannot be honored. Replacements are subject to availability; where unavailable we issue a refund or store credit for the affected animal. The guarantee covers the animal only, not delivery fees.
Equipment, Dry Feed & Accessories — 14-Day Returns
Non-living products (aquariums, filtration, lighting, hardware, accessories, and sealed dry feed) may be returned within 14 days of receipt, provided they are unused, in their original undamaged packaging and resalable condition, and accompanied by proof of purchase. Contact {{ email }} before sending anything back. Return delivery costs are the customer’s responsibility unless the item is faulty or was sent in error. Once we receive and inspect the item, we will notify you whether the refund is approved.
Non-Returnable Items
- Live animals and live plants (except under the Live Arrival Guarantee);
- Opened or used feed, medications, water treatments, and other consumables;
- Custom, special-order, or made-to-order items;
- Gift cards;
- Items marked final sale or clearance.
Faulty or Incorrect Items
If a product arrives damaged, defective, or is not what you ordered, contact us within 48 hours of receipt with photos. We will arrange a repair, replacement, or refund at no extra cost to you.
Refunds
Approved refunds are issued to your original payment method within a reasonable period after inspection. Depending on your bank or card issuer, it may take additional time to appear. Original delivery fees are non-refundable except where the item was faulty or incorrect.
Contact
Questions about a return or refund? Email {{ email }}{% if phone != blank %} or call {{ phone }}{% endif %}{% if address != blank %}, or reach us at {{ address }}{% endif %}.