Policies & Contact Form
General policies and return info is listed below. For more details or specifics, please contact us at firstname.lastname@example.org or fill out the form below!
In-Store Livestock Guarantee
Freshwater fish purchased in-store are covered under a 24-hour guarantee. To be eligible, the fish and a water sample must be brought to the store in separate containers. Once we confirm water parameters are fit for the species, a credit will be issued for equal or less value fish.
Failure to bring a water sample and the fish within the 24-hour time period will void any guarantees. No refunds will be given, only store credit.
Invertebrates, saltwater fish, and corals are not covered under our 24-hour guarantee.
Shipping Livestock Guarantee
Freshwater fish have an arrive alive guarantee when shipped with Maritime Bus, FedEx, or UPS. Photos of any DOAs must be sent to us via email within two hours of delivery confirmation by the courier.
After receiving the photos, we will advise what to do with the DOAs. DO NOT DISCARD UNTIL INSTRUCTED. If DOAs are confirmed by us and photos are sent within the two-hour period, we will issue store credit for the total purchase price minus any shipping charges. Often we are able to replace the DOAs with the same or similar items. Failure to notify us within the two-hour time period will void any guarantees. No refunds will be given, only store credit.
Plants shipped via Canada Post are not covered under any guarantee.
Dry Good Returns
We have a 30-day return policy on dry goods. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags and in its original packaging. Your original receipt will be needed to start the return process.
To start a return from an online order, email email@example.com with your order number and details on the reason for the return and which items. We’ll send you a return shipping label when your request is accepted. Restocking fees may be applied and taken from the refund amount. Items returned to us without first requesting a return will not be accepted.
Pet Food Guarantee
Our manufacturers offer a satisfaction guarantee on any pet food purchased through an authorized retailer.
If you are not satisfied with your purchase or your pet does not like the recipe, you can receive a full refund. Simply retain the itemized purchase receipt (credit card receipt not valid) and the UPC/Proof-of-purchase. First and last name, phone number, and mailing address may be required and follow up from the manufacturer may be made for quality control.