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Home > Returns & Guarantee

Returns & Guarantee
Money Back Guarantee 
If within 5 hours of FedEx delivery your marine life dies, Saltwaterfish.com will refund your purchase price.  You must fill out the Guarantee Request Form within 5 hours of FedEx delivery to qualify. Saltwaterfish.com reserves the right to reship an order at our discretion.  Shipping charges are not refunded.
 
15 Day Guarantee 
Saltwaterfish.com is happy to offer you a 15 Day Live Guarantee on your Marine Life purchases. If your marine life purchase dies within 15 days of the shipping date, Saltwaterfish.com will issue you a store credit for a future marine life purchase. Please note that store credit is issued in the form of a coupon code good for future marine life purchases. 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 by Saltwaterfish.com at its sole discretion. Store credit is good for marine life only and expires 18 months after issue.
 
 How Do I Make a Guarantee Request? 
The process is the same for refund or store credit: 
  1. Take a picture of the livestock in question. The picture should show the animal out of its bag, preferably on a white background. 
  2. Go to the My Account part of the website, and find the appropriate order in the ďTrack Your Recent OrdersĒ section 
  3. 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.
  4. 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.
What About Parts of a Reef Package? 
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. 

What About Aquarium Supplies
We canít accept any aquarium supply returns on anything that has been opened or used. If your item is defective, e-mail us at support@saltwaterfish.com. 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.
All sizes listed are only approximate representations. All pictures and descriptions are generalizations and cannot be exact representations.