Shipping , Returns, and DoA

Returns & Refunds policy:

Live good and botanicals are not covered under our return policy, all sales are final.

For select dry goods, you are entitled to return your order within 7 days without giving any reason for doing so. The deadline for canceling an order is 7 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement. You can inform us of your decision by e-mail contact us We will reimburse you no later than 70 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 7 days

• The goods are in the original packaging

The following goods cannot be returned:

• All live goods

• Mulberry leaves, and botanicals

• Alxyon Liquids Remineralizer sizes 2000ml and up.

• Gift Cards

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

Returns are not accepted for live good of any kind.

Select dry goods have 7 day return policy. Please contact us to return your item, keep in mind:

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Dead on Arrival (DoA) policy:

In the rare chance that your live good(s) perish in shipping, we offer a 100% DoA money back guarantee. All order are backed by our years of experience.

Please check all bags of livestock that come in your order for DoAs before opening the bag. A sealed bag is required for our DoA guarantee.

If you stumble across a DoA livestock, you have 1 hour (no exceptions) after delivery (as shown on tracking #) to contact us. That's it. We want to prevent livestock sitting on freezing cold/burning hot porches.

Action to take if you find DoA(s):

• Contact us with clear pictures and/or videos of DoA livestock in a sealed bag to quality for the guarantee

• Contact us within the 1 hour deadline

Conditions for guarantee voids:

• If your shipment of livestock is damaged (to the point of burst/crushed bags), delayed and or lost in the mail (for more than 2 days) our policy is voided, but still reach out to us as we may be able to arrange some sort of free livestock / store credit, etc.

  (to our customer service representatives discretion this isn't guaranteed, but likely)

• If you have severe weather events upcoming in your area you must contact us before the shipment.

• Free additional shrimp sent in the orders, such as (+1,2,3 for DoA) isn't covered by our policy, and is in place so that if one dies in shipment, you still have your order covered.

Orders will be reimbursed with store credit, or free live stock. Please note, shipping cost is non-refundable (if you choose free live stock, you must cover shipping in some cases.

We reserve the right to refuse guarantee of any merchandise that does not meet the above return conditions at our sole discretion.

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