We aim to keep our return policy simple. When it comes to returns we try to do what's right and help you out. If it's our fault we fix it, if it's your fault we try to do what's right. If you are returning an item because you purchased the wrong size, changed your mind or didn't like your purchase, return shipping and/or restock fees may apply. If your returning an item because the product was damaged during shipping, doesn't work or something is wrong with the item we will send you a prepaid return label, refund your purchase 100% and/or replace the item at no cost to you.
Free Returns within 30 Days of Purchase*
You can buy most everything we sell and return it within 30 days for any reason. We will offer either a refund, replacement or store credit.
Specifics of Returns within 30 Days:
Customers have up to 30 days from the date of purchase to ask for a return or replacement.
Returns must be requested and pre-approved over e-mail via email@example.com
We will pay for any shipping involved (with exceptions*) for all returns within 30 days.
Refunds are credited back to customers credit/debit cards, PayPal or store credit.
All expedited shipping paid during purchase is not eligible to be refunded.
All Reward Points gained and/or used on returned purchases are considered null and void. We do not refund reward points.
*Aquariums, Salt, Sand & Rock are exempt from this Free Return Policy along with any product that has been opened or used. All used products that are returned will be charged a 15% restocking fee, because we will have to sell them as used going forward. Aquariums may be returned but the customer will be charged the full cost to return an aquarium including the original freight shipping cost plus a restocking fee. The cost often ranges from $50-$500 shipping each way depending on what you order and where the delivery address is.
Returns of Purchases Past the 30 Day Return Window
Returns of all brand new, unopened products over 30 days old are often accepted but require a 15% restocking fee. All return requests must be pre-approved over e-mail via firstname.lastname@example.org before returning. All refunds for any returns that are over 30 days old will be in the form of Store Credit. Brand New products must be returned unopened in the original packaging. All manufacturer seals must be intact. Any products damaged or altered packaging, missing packing material, warranty cards, manuals and/or accessories are not considered in Brand New condition.
Reward Points & Returns
All points earned for any order that is returned will be removed from you account upon returning an item. In the event that points are used to purchase an item that is returned, those points are considered used and are non refundable. In the event that points from a returned item were used before returning the item those point values will be deducted from the return credit before issue.
Products Damaged in Transit
Any items that are damaged in transit are refunded or replaced at no cost to you. We will cover 100% of the return shipping cost and expedite you a replacement.
Free Return Exceptions within 30 Days
Customers outside of the continental US will need to pay return shipping for all returns within 30 days if the reasoning for return is determined to be the customers choice.