Limited Guarantees

Refund, Return, and Limited Guarantees on Live Products

Because these are pet related items, no returns are accepted unless authorized on a per case basis. 

Non-live Items:

Contact us within 2 days pf package delivery if there is an issue. Supply 3 photos or more of packaging and item/s. Reasonable claims will be offered the option of a replacement. Additional options will be offered on a per case basis.

Most Aquatic Animals:

Limited guarantee on animals. This product must be shipped USPS Priority Mail. No guarantee on animals shipped below 40 degrees F low or above 90 degrees F high. If there is a problem with the shipment you must contact us within an hour of package delivery. Do not remove from bag, 3 photos of unopened bag required for any replacement of stock. Extra stock included in most orders. Extra stock is to cover any losses in shipping and are not covered by guarantee. A hot or cold pack can be included for an extra charge, see "Shop All" product listings to add this option. 

Specialty Animals: (based on price per animal)

This product must be shipped USPS Priority Mail. No guarantee on animals shipped below 40 degrees F low or above 90 degrees F high. If there is a problem with the shipment you must contact us within an hour of package delivery. Do not remove from bag, 3 photos of unopened bag required for any replacement of stock. Extra stock included in most orders. Extra stock is to cover any losses in shipping and are not covered by guarantee. A hot or cold pack can be included for an extra charge, see "Shop All" product listings to add this option. 

Most Aquatic Plants:

Limited Guarantee: If there is a problem with this item, notify us within an hour of package delivery. Do not open the bag. Three photos of the moss in an unopened bag are required for any replacement plants. Extra plants have been included in most orders. The extra plants are not covered under the guarantee. A hot or cold pack can be included for an extra charge, see "Shop All" product listings to add this option.

Insects:

Limited guarantee on animals. This product must be shipped USPS Priority Mail. No guarantee on animals shipped below 40 degrees F or above 90 degrees F. If there is a problem with the shipment you must contact us within an hour of package arrival. Do not remove from inner container, 3 photos of container with stock inside required for any replacement of stock. Extra stock included in most orders. Extra stock is to cover any losses in shipping and are not covered by guarantee. A hot or cold pack can be included for an extra charge, see "Shop All" product listings to add this option.