New Customer Satisfaction Guarantee

Satisfaction Guaranteed, or Your Money Back

We understand it can be daunting to order live animals from a new supplier for the first time, sight-unseen. It can be hard to fathom how we could possibly ship live fish across the country and to your doorstep safely.

Lately, we've also heard so many horror stories from customers who purchased from other online retailers, causing them to nearly lose faith in ordering online at all.

From sending unhealthy fish to improper packaging, and horrible/non-existent customer service, we are disappointed to hear that other stores have been giving online ordering a bad rep. We understand your frustration!

And with our low prices and 15-day guarantee, we regularly get asked if we are a scam, or if we are too good to be true.

At the same time, we understand our guarantee policy is for store credit only, and that you may be concerned that your money will be tied up with a store you know nothing about.

If you are a new customer, have confidence in giving us a try with the only money-back guarantee in the industry.

If you are unhappy with the livestock you received or with the service provided, you may request a full refund (up to $200).

We wish that we could make this a no-questions-asked policy, but sadly we have been dealing with an incredibly shocking amount of fraud, so we suspect that there will be some individuals looking to get $200 worth of free fish, and we won't fall for it.

We also cannot issue refunds due to improper care, not being present to receive and acclimate the fish upon delivery, refusal to provide photos of fish you claimed were deceased, or other breaches of policy. Refunds will be issued at our sole discretion.

How to Request a Refund

If you are a new customer and are indeed unhappy with your order, please send us an email with your order number, and a detailed description of why you were unhappy with your order. We hope to have the opportunity to resolve the issue and try again on a future order, but if you are still unhappy and do not plan on ordering again, we will issue a refund.

Please communicate any issues you have with EXPERT (live arrival guarantee only) items upon arrival, as due to their sensitivity to environments we still cannot guarantee they will do well in your tank beyond that without a proper environment for them. EXPERT items will not qualify for the money back guarantee beyond live arrival. 

A one-sentence description will frankly appear fraudulent to us, but genuine and reasonable reasons why you were unhappy with the products or service we provided will of course be honored, and used to improve what we do, no questions asked. 

Please send any photos of deceased items, current photos of your tank as well, along with another photo with your packing slip in the same photo, so that we can qualify that this is not a fraudulent claim. Please understand that this will be a bare minimum requirement in order to qualify.

As long as you cooperate in providing this information, we will NOT give you the runaround with your refund!