The Saltwaterfish.com Money Back Guarantee
Saltwaterfish.com offers a Money Back Guarantee if any item does not arrive
alive. If for some reason an item arrives DOA, you can either have the amount
of that item refunded to your card or we can issue the credit towards your
Saltwaterfish.com Online Account. An item that is part of a Reef Package will
be refunded based on its value as part of that particular package. We reserve
the right to re-ship DOA livestock. We will inform you if we decide to re-ship.
Money Back Guarantee Qualifications
We must be notified that something did not survive via the
online form within 5 hours of the FedEx delivery time by filling out the form
located in the My Account/Order Tracking area
of the website. This is a time sensitive document and it must be filled out
in 5 hours.
If for any reason any live fish, coral, or invertebrate is dead upon arrival
just attach a photograph of it by visiting the My
Account/Order Tracking area of the website and logging onto your account.
In your account area, next to the order, is a link which will allow you to
notify us of any dead animals, request a credit or refund, and determine the
amount of the refund due. Simply fill out the form, attach a photograph clearly
showing the deceased animal(s), and submit the form.
Like our 15 day guarantee period, you may return the animal to our facility
using the procedure outlined below if you choose not to attach a picture. A
print out of the form must be included when returning animals to receive credit
on any returns, and please note that the form is time sensitive. The form must
be filled out within 5 hours of FedEx delivery in order to receive a refund,
and 15 days of delivery to receive a store credit. This quick and easy procedure
will allow you to keep us informed of the status of your order, while not burdening
you with unnecessary paperwork and calculations.
If you choose to return an item rather than attach a picture:
It is very important that you cover the item in a generous amount of table
salt in order to preserve it in the return envelope. Send the item that didn't
survived in a zip locked bag (absolutely no water) inside an envelope. Place
the item into a zip lock, pour the salt, coat the item with the salt, close
the zip lock and then place that into another zip lock bag and close it. Then
place it in the envelope along with the printout of the form from the Order
Status area described above. If you do not follow these directions the US Postal
Service may throw out your envelope due to smell and we cannot issue you a
credit. Free Reef Rewards items are not guaranteed, and rewards points are not
re-issued.
Aquarium Supplies Return Policy
We cannot accept a return of any product that has been opened or used. We
highly suggest you review the information on the website for the particular
item you are ordering. When you receive your product you should check the packaging
and any labeling to ensure it is the product you wanted. If the item does not
meet your needs and you have not opened it or used it you can return it within
30 days of receipt. Any return shipping costs will be at the expense of the
customer. The item must be returned in its original shipping box with the original
packing material and any manuals. We cannot accept a return of an item that
has been used or opened.
By placing your order you agree to all terms and fees. Refunds are processed
within 72 business hours of receipt of the return merchandise. The customer
is responsible for insuring and tracking any return.
Prior to returning any item please contact our Customer Support Center at:
www.saltwaterfish.com/support
Broken Items: If you receive an item that has broken during shipping, please
contact us immediately at www.saltwaterfish.com/support
Defective Merchandise: In the unlikely event you receive defective merchandise,
please contact us immediately at www.saltwaterfish.com/support
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