Exotic Aquatic Pets Store®

Welcome to Exotic Aquatic Pets Store. We take great pride in providing you with healthy, exotic aquatic fish delivered worldwide via USPS, FedEx, or DHL. Due to the live and delicate nature of our aquatic pets, our Return & Refund Policy is designed to be clear and fair, ensuring the wellbeing of the animals and your satisfaction.

1. Live Arrival Guarantee

We stand behind the quality and health of every aquatic pet we ship. Our 100% Live Arrival Guarantee means that your fish will arrive alive and in good condition when shipped via our recommended carriers and shipping methods. If your fish arrive dead on arrival (DOA) or in severely compromised condition, we will promptly work with you to resolve the issue through a refund or replacement.

Please note:

• Shipping fees are non-refundable unless your entire order arrives DOA.

• You are responsible for the shipping cost of any replacement fish.

• Once the fish has been introduced into your aquarium or acclimated, the guarantee is void.

• Proper care after delivery is the customer’s responsibility.

For detailed shipping schedules and methods that qualify for this guarantee, please visit our Shipping Policy and Daily Shipment page.

2. Eligibility for Returns and Refunds

• Live Fish: Returns or refunds are only accepted if the fish arrives dead, severely injured, or not as described on our website. Due to the nature of live animals, we cannot accept returns for reasons such as change of mind or improper care after delivery.

• You must notify us within 24 hours of receiving your order with clear photographic or video evidence showing the issue.

• Claims submitted after 24 hours or without sufficient evidence cannot be processed.

• All claims must be accompanied by your original receipt or proof of purchase.

3. Reporting a Problem and Documenting a Dead on Arrival (DOA) Claim

To ensure your DOA claim is processed smoothly and efficiently, please follow these steps precisely:

1. Immediate Inspection:
   Inspect your order immediately upon delivery before opening the bags or acclimating the fish.

2. Notify Us Within 2 Hours:
   Contact our Customer Service team within 2 hours of delivery to report any DOA fish. This prompt notification is crucial for claim eligibility.

3. Provide Detailed Documentation:
   Submit the following as part of your claim:

   • A detailed list of all DOA fish, including species and quantities.

   • At least two clear photos of the deceased fish inside the unopened original bags.

   • A short video showing the condition of the fish inside the sealed bags and the packaging.

   • A photo of the shipping label on the box with the delivery timestamp visible.

   • Your original order receipt or proof of purchase.

4. Do Not Acclimate or Remove Fish from Packaging:
   Keep the fish in the original sealed bags and packaging until the claim is resolved to maintain evidence integrity.

5. Submit Your Claim:
   Email all documentation to our customer service at [insert contact email]. Once submitted, you will receive a confirmation that your claim has been received.

4. Return Process

• Upon approval of your DOA claim, you will receive a Return Authorization Number and detailed instructions.

• You may be asked to return the deceased fish’s body and a water sample from the original shipment for inspection.

• Use the original packaging or equivalent protective packaging to ensure safe transit.

• Return shipping costs are the responsibility of the customer unless the return is due to our error or confirmed health issues upon delivery.

• We recommend using tracked and insured shipping services via USPS, FedEx, or DHL to avoid loss or damage during return transit.

5. Refunds and Replacements Timeline

• After receiving your documentation and/or returned items, our team will review and inspect the claim.

• Claim assessment and decision will be made within 48 hours of receiving all required evidence.

• If approved, you may choose either a

  • Full refund to your original payment method, or

  • Replacement fish shipped at no additional cost.

• Refunds are processed within 7 to 14 business days after claim approval.

• Shipping fees for the original order are non-refundable unless the return is due to our fault.

6. Non-Returnable Items

• Healthy fish delivered as described.

• Fish that have been acclimated or introduced into an aquarium.

• Custom or special order aquatic pets.

• Any live animal returned without prior approval and proper documentation.

7. Shipping and Delivery

• We ship live aquatic pets worldwide using USPS, FedEx, and DHL.

• Delivery times vary by destination; please refer to our Shipping Policy and Daily Shipment page for detailed schedules and carrier information.

• It is crucial that someone is available to receive the shipment promptly to avoid harm to the fish.

• We are not responsible for delays caused by customs or carriers beyond our control.

8. Cancellation Policy

• Orders can only be cancelled before shipment.

• Once shipped, cancellations are not accepted; please follow the return process if applicable.

Important Notes

• Please do not acclimate or release the fish if you suspect it is compromised upon arrival; this helps us assess the claim accurately.

• Keep all packaging materials until you are sure the fish is healthy.

• Our policy is designed to protect the health of the fish and ensure customer satisfaction with clear, fair procedures.

By shopping with Exotic Aquatic Pets Store, you agree to this Return & Refund Policy. For questions or assistance, please contact our customer service team.

Thank you for trusting us with your exotic aquatic pet needs. We are committed to delivering quality and care with every order.

We treat every fish and live animal under our care as if it were our personal pet. We only send healthy fish, so we reserve the right to delay a shipment for any reason if we consider it is in the best interest of the fish.

Exotic Aquatic Pet Store® ensures that all shipping fish, corals, invertebrates, and live plants will arrive alive. If a fish, coral, invertebrate, or live plant is lost during shipping, E.A.P.S. will grant a credit against future orders for the cost of the item only. There will be no credit or reimbursement for delivery charges.

Claims for credit must be submitted in writing via email, live chat, or phone  within 2 hours of arrival at the destination (the customer’s designated shipping location). The claim must include at least two pictures or a short video of the deceased animal in an unopened bag packed and shipped by Exotic Aquatic Pet Store®.

Exotic Aquatic Pet Store® will not be responsible nor liable for any loss of animal or plant due to circumstances beyond our control including but not limited to weather, carrier delays, strikes, labour disputes, governmental actions, or acts of terrorism. Exotic Aquatic Pet Store® does not guarantee compatibility.

In-Store Guarantee

All fish purchased from our store are guaranteed. Fish must be returned within seven days of purchase. For a replacement or refund, provide the fish’s body, a water sample, and your receipt. Exotic Aquatic Pet Store® makes no guarantees regarding compatibility.

Credits

Credits will be processed within 5 business days from receipt of a valid and accepted claim. Claims for a credit must be submitted in writing via email, live chat, or phone  within 2 hours of arrival at the destination (customer’s designated shipping location). The claim must include at least 2 pictures or a short video of the deceased fish or invertebrate in an unopened bag packed and shipped by Exotic Aquatic Pet Store®. Each claim will be reviewed on an individual case-by-case basis.

Online Refunds 

After your order is placed, our team will move quickly and mark the tank with the fish you ordered as “sold” along with your order number. Fish, inverts, and coral are marked on the tank so that the fish you bought online isn’t double-sold to a customer in store (aka will not be available for our employees to sell to anyone else). If you ordered a fish online and would like a cash refund, unfortunately, due to third-party fees and not being able to sell that fish to one of our in-store customers or other online customers, we cannot offer a full cash refund. There will be a 15% “restocking fee” deducted from any cash refunds. That being said, we will be more than happy to sub out the fish for any others of equal value at no additional cost, and we can also issue a gift card with no fees deducted from the credited fish, invert, or coral amount. If you have any questions about our online refund policies, do not hesitate to reach out via email, live chat, or phone 

ALL PRE-ORDERS ARE NON-REFUNDABLE!

Photo Disclaimer

Due to variations within species, your item may not look identical to the image provided. The approximate size range may also vary between individual specimens. Pictures are often taken of fully coloured adults, and the size and coloration may vary depending on the size purchased and the gender of the fish. That being said, our staff has made sure to choose photos that best represent the fish you will be receiving. If you ever have any questions or are interested in getting videos or pictures of the current fish we have in stock, the best thing to do is contact us on our Instagram social media account! @exoticaquaticpetstore

Let’s face it getting on a plane and traveling sucks even for us humans, Coral & Fish may take 24-48 hours to acclimate and get cozy in their new home after being added to a well established and stable environment. If you have any questions regarding the coral or fish health upon arrival, the stability of your tank, parameters we keep here at the farm don’t hesitate to reach out to our amazing support staff via email, live chat, or phone