You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Arrive alive guarantee: If the fish is deceased upon arrival, we will refund the price of the fish or issue store credit for a future purchase. IN ORDER TO UTILIZE THIS GUARANTEE, YOU MUST MAKE A VIDEO OF YOURSELF OPENING THE BOX AND THE CLOSED BAGS IN ORIGINAL PACKAGING, WITH DATE AND TIME INDICATED IN THE VIDEO. Remove the dead fish from the water and place it on a piece of paper in the video. Box must be opened within 2 hours of delivery and we must be notified immediately. Do not discard the fish until you've been instructed by All Things Aquatic. Send the video to: firstname.lastname@example.org. If the fish dies after arrival or during acclimation, this warranty does not apply. Failure to accept delivery on the first attempt by carrier voids the Arrive Alive Guarantee.
For large fish such as Sharks & Rays we prefer to send via Airport Cargo. We will ship FedEx overnight, but there is no Arrive Alive Guarantee if FedEx does not deliver on-time.
If you'd like to send it via Airport Cargo, select store pick-up at checkout and we'll make the flight arrangements with you via phone or email. We will honor the Arrive Alive guarantee if the shark or ray is sent via Airport Cargo.