Refund policy

Livestock Return Policy

For livestock, all sales are final. We do not accept returns for any reason.

Live Arrival Guarantee

For Live Arrival Guarantee information, please see our Live Arrival Guarantee page. 

Non-Livestock Return Policy

For non-livestock items we have a 14-day return policy, which means you have 14 days after receiving your item to request a return. A 20% restocking fee will be assessed on the return, based on the original price paid on the item.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

There are some Non-returnable items, please read further below for details.

To start a return, you can contact us at sales@aquaticcollection.com. 

If we agree to accept your return, you will need to return the item(s), at your cost, to the following address: Aquatic Collection 1212 W Winton Ave. Hayward, CA 94545. Please note that it is your responsibility to get the items back to us in good condition. Adequate packaging materials are a must and insurance is a good idea to protect yourself. 

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at sales@aquaticcollection.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like livestock items(All sales are final on livestock), any items that are liquid or are perishable, or any items that may include a liquid component(such as testing kits). Aquariums are also not returnable. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If not approved, you will have the option of having your item shipped back to you at your cost, or you may surrender the item.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@aquaticcollection.com.