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Returns policy

Returns, refunds & exchanges. The clear version.

Live livestock is non-returnable but covered by the 4-hour DOA window. Hardware, food, and equipment are returnable within 14 days unopened. Below: the actual policy by category, with no hidden conditions.

Live livestock

Not returnable. Once shipped, live aquatic specimens cannot be returned for refund or exchange. The reason: the stress of two transit cycles dramatically increases mortality, and re-introducing previously-shipped livestock to a vendor's system creates disease risk for the rest of the inventory.

What IS covered:

• 4-hour DOA window from carrier-reported delivery. Submit photo evidence (sealed bag with specimen, closeup of specimen, label visible on box) and we mediate. Approved claims pay full refund or replacement on the next available shipment.
• Living Guarantee (optional) - 1, 3, 6, or 12-month coverage purchased at checkout. Covers natural-cause mortality during the policy window.

Full Buyer Protection policy →

Hardware (tanks, lights, pumps, controllers)

• 14 days from delivery for unopened, unused items in original packaging.
• Customer pays return shipping (we cover it if the item shipped is wrong or arrived damaged).
• 15% restocking fee on opened-but-unused items.
• Used hardware (DOA outlet) - sold as-is unless explicitly tagged "tested working" by the vendor.

Food & supplements

• 14 days from delivery for unopened items in original packaging.
• Frozen food, live foods, and opened bottles - non-returnable.
• Within best-by date; expired-on-arrival is fully refundable.

Aquariums & large items

• 30 days from delivery for unopened, undamaged display tanks.
• Customer pays return freight (typically $80-300 depending on size).
• Open-box / used display tanks - sold as-is.

How to start a return

1. Sign in to your account.
2. Find the order; click "Request return".
3. Select reason; upload photos if applicable; submit.
4. Vendor responds within 24 hours (48 on weekends). Fast Aquatics auto-mediates if the response window is missed.
5. Once approved, you'll get a return shipping label (or carry-the-cost notice) by email.