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The Saltwaterfish.com 15 Day Guarantee
If the live fish, coral, or invertebrate you've received doesn't survive during the 15 Day Guarantee period you can receive store credit by visiting the Order Status 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 credit due. Simply fill out this form, attach a photograph clearly showing the deceased animal and submit the form. Our customer service representatives work Monday through Friday and will quickly issue you the appropriate credit. Please note that this form is time sensitive, so fill it out and submit it during the appropriate guarantee period.
If you choose not to attach a photograph of the deceased animal, you may send the animal back to us for credit. 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.
We also offer a Money Back Guarantee for any item that does not arrive alive. Instructions for the Money Back Guarantee can be found at the bottom of this page.
Credits can be applied on the final checkout page when placing an order. Instructions are also supplied in the email you receive when we issue your credit. Your available credit can be viewed through the Order Status button or on the final checkout page. Free items do not qualify for the guarantee. Any item returned from a Reef Package will be issued a credit based on its value as part of that particular package. Credits do not count toward the minimum live goods order requirement and all applicable shipping related charges. Credits cannot be applied towards live rock, live sand, or aquarium supplies.
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 ziplocked bag (absolutely no water) inside an envelope. Place the item into a ziplock, pour the salt, coat the item with the salt, close the ziplock and then place that into another ziplock 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.
Return item to:
Saltwaterfish.com Returns
920 Valley Lane
Fort Pierce, FL 34946
Saltwaterfish.com goes to great lengths to ensure that you receive the highest possible quality of live fish, corals, and invertebrates. Our fish go through a specialized acclimation and quarantine process that allows them to be in peak health when they are ready to be shipped to our customers. We use the top fish collectors and suppliers from around the world who play an important role in providing our customers with nothing but the best. We are very serious about the live fish, corals, and invertebrates we offer and we know that our customers are just as serious about the investment of time and money they have in their aquarium. We take every step possible to provide our customers with the best possible livestock beginning at the collection process all the way to the time your order arrives at your front door. Every fish, invertebrate, and coral is closely inspected by our experienced Live Goods Managers so they arrive to you in peak condition.
Saltwaterfish.com has been shipping live saltwater fish and corals with FedEx since 1999. We use high-priced bag clipping machines to ensure that the oxygenated bags you receive retain the oxygen that was placed in them at time of shipping. Each item is packed with its own requirements and specifications based on experience from years of shipping live goods overnight. Each order is then placed inside a thick styrofoam cooler that insulates the contents from any damage or extreme temperatures. This secure box is then placed into a corrugated box that further secures the safety of your new purchase.
If you follow Saltwaterfish.com's detailed Acclimation Procedure (available through the button on the left side of the page) you will find your success in keeping marine life will increase dramatically. This method allows for the fish, coral, or invertebrate to adjust to your aquarium parameters at a pace that is acceptable for that particular animal. Please note that animals must be acclimated for salinity, temperature and Ph. Fish, coral and invertebrates are often sent at different salinity levels. Please acclimate all livestock slowly. The recommended acclimation time for every item Saltwaterfish.com offers is listed on the description page for that item but use three hours as a guide. We want you to have a great experience with both Saltwaterfish.com and the hobby in general. Saltwaterfish.com takes great pride in providing its customers with nothing but the best.
Our guarantee has been in place since 1999 and we can make this guarantee because 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. These important topics can be discussed or searched for on the 45,000+ member Message Board Saltwaterfish.com provides as a free service. While we take extra steps to ensure the items you receive are the best you've ever experienced, they are still live creatures and as with any live animal they are susceptible to disease or can even perish. If this occurs during the guarantee period we have developed this easy-to-follow process.
Saltwaterfish.com ships year round at all temperature ranges. Destination temperatures for each individual package are determined daily and cool packs or heat packs are included for free when necessary. Saltwaterfish.com has been shipping with FedEx during all temperature ranges since 1999, including to Alaska in the dead of winter. The Saltwaterfish.com Guarantee is valid for all temperatures.
Money Back Guarantee
Saltwaterfish.com also offers a Money Back Guarantee if any item does not arrive alive. The only live goods items that don't qualify for the Money Back Guarantee (although they still qualify for the 15 Day Guarantee) are invertebrates that live in a connecting shell (Hermits, Snails, Conchs). 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 the DOA livestock at our own discretion.
To qualify for the Money Back Guarantee:
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 Order Status 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 Order Status 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 this form, attach a photograph clearly showing the deceased animal, and submit the form. Like our 15 day guarantee period, you may return the animal to our facility using the procedure outlined above if you choose not to attach a picture. 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.
Saltwaterfish.com Price Protection Guarantee
Saltwaterfish.com guarantees that you will not find a better price on your entire order during the 15 day guarantee period. If, after placing your order, you find a lower overall price (the same livestock and size, adding all shipping and handling charges) on any competing site during the 15 day period, simply email or fax a record of the charges from that site to us and we will put 110% of the difference into your account as credit for a future order. Please note, this guarantee does not apply to individual items. It is based on the complete order from a single retailer. We are confident that when you compare everything that goes into an order, we are not only the best place for great quality livestock, we are also the best value for all your livestock needs. Please email us at www.saltwaterfish.com/support, or fax us at 772-462-0205.
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Aquarium Supplies Return Policy:
Aquarium Supplies Returns: 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. There is a 10% restocking fee for all returned items. 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
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