Live Arrival Money Back Guarantee
If within 5 hours of FedEx delivery
you report via the online guarantee request system that your marine life did not survive, Saltwaterfish.com will refund the purchase price
of the deceased item, provided you fill out the guarantee request form
in your account and upload a photo through the provided photo uploader.
Photos must show deceased items out of the bag, out of water, and on a
white background for guarantee activation.
15 Day Guarantee
Saltwaterfish.com is happy to offer you a 15 day live guarantee on your marine life
purchases! If your marine life does not survive 15 days after delivery, Saltwaterfish.com will issue you a store credit for a future marine life purchase, provided you fill out the guarantee request form in your
account and upload a photo through the provided photo uploader. Photos
must show deceased items out of the bag, out of water, and on a white
background for guarantee activation. Store credit is not cash, can only
be used for marine life purchases, and does not count towards reduced
shipping charges. Store credit cannot be combined with other coupon
code related offers. Use the offer that is best for you. Accounts and
store credit can be refused and removed by Saltwaterfish.com at its sole
discretion. Store credit is good for marine life only and expires 18
months after issue.
Phone messages and emails can not be accepted
for money back or store credit claims. You must use the automated
guarantee request system. The online quarantee request system is our
sole method to track and record all guarantee request claims. This
system allows us to credit your account most efficiently, and creates a
database so we can analyze trends to improve species selection and
shipping techniques for future orders. Some smartphones cannot access
the guarantee request system. If this is the case for you, please
submit your claim using a computer. A claim is not considered submitted
until the guarantee request is made and a picture is provided. We
appreciate your support and cooperation.
Saltwaterfish.com reserves the right to reship at our discretion. Shipping charges are not
covered by the guarantee and are not refunded.
How Do I Make a Guarantee Request?
The process is the same for refund or store credit:
What About Parts of a Reef Package?
- Take a picture of the livestock in question. The picture should show the animal out of its bag, preferably on a white background.
- Go to the My Account part of the website, and find the appropriate order in the ďTrack Your Recent OrdersĒ section
- Fill out the form and upload the picture (and it must be within 5 hours of delivery for refund or 15 days of delivery for credit). Guarantee requests that do not have photos (or we have not received the deceased item in our facility) will be closed after 30 days. We have every confidence that our live goods will thrive in your system if they are provided the proper saltwater environment including water chemistry, compatibility, and tank setup, all of which are the hobbyist's responsibility. We reserve the right to request the actual animal be returned to our facility and request a water sample. Deaths due to compatibility are not covered under the guarantee.
- We will review your submission and issue the appropriate refund or credit (usually within 3 business days) Please note that we do not re-issue credits for product purchased with store credit. If you place an order that is paid for using both store credits and cash, the system will calculate the percentage of the Marine Life order that was purchased with cash and apply that percentage for any animals that do not live during the 15 day guarantee. For instance, if a $100 Marine Life purchase is made with $90 cash and a $10 credit, you will be entitled to 90% of the value of any livestock that does not stay alive during the 15 day guarantee period in store credit. We apologize in advance that we do not re-issue store credits.
If part of a Reef Package
dies, we will credit you a prorated amount of the price of your reef package.
What If I Donít Have a Camera?
If you donít have a camera, please click here
. Guarantee requests that do not have photos ( or we have not received the deceased item in our facility) will be closed after 30 days. we have every confidence that our live goods will thrive in your system...if they are provided the proper saltwater environment including water chemistry, compatibility, and tank setup, all of which are the hobbyist's responsibility. Deaths due to compatibility are not covered under the guarantee.
What About Reef Rewards Items?
Reef Rewards items do not have any guarantee.
How Do I Use My Credits?
You will receive a unique code that has your credit in it. On your next purchase, simply use that unique code during checkout and your credit will be applied. Store credits can only be used with the issuing account. Your credit applies to marine life orders only and does not include the cost of shipping. And remember, your credit expires 18 months after your original purchase date.
We canít accept any aquarium supply returns on anything that has been opened or used. If your item is defective, e-mail us at firstname.lastname@example.org
. If you are returning a new, unused aquarium supply product, please ship it at your expense to us within 15 days of your receipt and we will issue you a refund for your original purchase price less a 15% restocking fee.