Refund and Returns Policy

Overview

We offer a live arrival guarantee. Any fish, shrimp, plants, or snails we ship should arrive to you alive and ready to acclimate to their new homes. We do not offer refunds for live animals or plants if the below procedures are not followed. If there are any DOA (dead on arrival) you must follow the procedure below to receive credit.

• Take photos of the dead animal or plant still in the bag or shipping container within one hour of delivery. (Time it was delivered to your shipping address based on tracking information) Snails may take several days to come out of a hibernation like state after shipping.
• Take a photo of the dead animal or plant outside the bag.
• Email these photos to [email protected] within 24 hours of delivery.
• Refunds will not be offered on live plants or animals in your possession for more than 24 hours. Once you place them in your tank, you are responsible for their health and condition.
• Do not return dead animals or plants. Please dispose of them in an appropriate manner.

Merchandise, such as clothing, accessories, equipment, and hardgoods may be returned within 30 days of receipt. It must be in resalable condition and unopened/unworn. Customer is responsible for return shipping unless customer receives the incorrect item, item is damaged during delivery, or there is a manufacturing defect.

Non-returnable items:

• Gift cards
• Downloadable products
• Sale or clearance items

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery. Refunds granted outside of the normal policy will be offered as store credit or a gift card.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Gifted items may be returned for store credit or exchanged for an item equal to the original purchase price, as long as conditions above are met.

Late or missing refunds

Funds availability is determined by your bank or service provider. Once we initiate the refund, it is up to your bank or service provider to process and this can take several business days. If you haven’t received your refund yet, please check your account or contact your bank/credit card company for more information.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Shipping your returned items

Do not ship dead animals or plants to the returns address. Please dispose of them in an appropriate manner.

To return your product, send it to this address:

You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. If you receive a return label from us, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.