Refund and Returns Policy
If you are not entirely satisfied with your purchase, we’re here to help.
Saltwater fish Guarantee
Duration: The 10-day guarantee begins from the date of acclimation, ensuring that your new saltwater fish adapt smoothly to your aquarium.
Coverage: This guarantee covers the health and liveliness of saltwater fish purchased from the Service Provider. Freshwater fish, Invertebrates, plants, and corals are excluded from this guarantee.
Exclusions: Please note that the guarantee does not extend to fish deaths resulting from the following:
- Power outages.
- Abuse or harassment by other ornamental fish, invertebrates, plants, or corals in your aquarium.
- Negligence or improper care.
- Unauthorized changes or alterations to your aquarium system.
- Adding livestock that has not been properly quarantined.
- Acts of God or natural disasters.
Notification: If a fish should pass away within the 10-day period, kindly remove the deceased fish from your aquarium immediately. (Failure to remove deceased animals immediately will result in a voided guarantee of other animals purchased from Service Provider and compromise the quality of aquarium water.)
Claim Process: To apply the guarantee, please take a clear photograph of the deceased saltwater fish and send it to [email protected] within 10 days from the date of purchase.
Resolution: Upon verification of your claim and compliance with the terms of this guarantee, we will work with you to find an appropriate resolution, which may include a replacement fish, a store credit, or a refund, as determined by Reef Route Aquatics LLC.
We provide you with top-quality saltwater fish and ensure their well-being. While we cannot control all variables once an animal leaves our care, we are committed to delivering exceptional service and support within the framework of this guarantee.
Live Arrival Guarantee (if applicable)
Live arrival guarantee for online fish orders. If your online fish order is dead on arrival, or DOA. You must send an email to [email protected] with a photo, within 4 hours of delivery to receive store credit. Shipping Fees are not refundable.
Online Fish Orders are Guaranteed for 24 Hours, A digital photo of the deceased specimen must be submitted within the same day of delivery to receive store credit. Shipping Fees are not refundable.
Coral sales are final, no exchanges or returns on corals.
Delays due to weather, mechanical failures, mistakes made by the shipping carrier or recipient etc. which result in loss may not be covered under our guarantee.
Unused Dry Goods can be exchanged or returned within 14 days with receipt. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some special care items
To complete your return, we require a receipt or proof of purchase.
Check to see if you item is warrantied by the manufacturer before sending back to us.
There are certain situations where only partial refunds are granted (if applicable)
Items with obvious signs of use
or packaging that has been opened and damaged.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 15 days after delivery
Refund Policy on Custom Installations.
Custom Equipment Deposits: The Client acknowledges and agrees that all deposits made towards custom equipment, including but not limited to aquariums, aquarium stands, sumps, or any other customized item or device, are not available for refund due to the customized nature of said device or item.
Returns of Purchased Items:
- The Client agrees that all other items that have been purchased and can be returned shall be subject to a 35% restocking fee, in addition to the cost of shipping.
- The Client understands that items missing their original manufacturer box or contents are not eligible for refunds.
- The Client acknowledges that all items that have not been purchased can be fully refunded at no additional cost.
The Client hereby accepts and agrees to abide by the terms and conditions outlined in this Refund Policy.
Refunds on Shipped Products (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] for further instructions.
Used equipment and tanks are sold as-is and not eligible for return or exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.
Shipping
To return your product, please send us an email at [email protected] for further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
