WE STRIVE TO GIVE YOU THE BEST EXPERIENCE WE CAN

At Aquatic Innovation, we take pride in the health and quality of our freshwater fish. However, we understand that unforeseen circumstances may occasionally lead to fish arriving deceased. To ensure customer satisfaction and a positive shopping experience, we have formulated a Dead on Arrival (DOA) refund policy. Please carefully review the following terms and conditions:

1. Eligibility:

   a. This policy applies to all freshwater fish purchased from Aquatic Innovation.

   b. The DOA refund policy is valid for fish shipments delivered within the United States only. International shipments are not covered.

2. Reporting a DOA:

   a. Upon receiving your fish shipment, please inspect the fish immediately and within 2 hours of delivery.

   b. In case of a DOA, take clear photographs of the deceased fish in its unopened shipping bag, clearly showing the fish's condition.

   c. Email the photographs to aquaticinnovationllc@gmail.com within 24 hours of the delivery time stamped by the carrier.

3. DOA Refund Process:

   a. Once we receive your email with the necessary photographs, our team will review your claim within 48 hours.

   b. If your claim is approved, a refund for the cost of the fish will be credited to your original form of payment within 7 business days.

   c. No additional compensation, including shipping charges, will be provided in DOA cases.

4. Terms and Conditions:

   a. Our DOA refund policy covers fish that are confirmed deceased upon arrival only. Any issues or complications arising after the initial inspection will not be eligible for a refund.

   b. It is essential to follow our acclimation guidelines during the introduction of your new fish to its new home. Failure to follow these guidelines may void your eligibility for a refund.

   c. In case of a DOA, it is crucial to provide accurate and detailed information, including the order number, date of delivery, and clear photographs, to process your refund request promptly.

   d. This DOA refund policy is not applicable if:

      - The fish was not properly acclimated to your tank or environment.

      - The fish was exposed to extreme temperatures or conditions after delivery.

      - Incorrect water conditions, incompatible tankmates, or improper maintenance caused the fish's demise.

Please note that our DOA refund policy is subject to change without notice. We reserve the right to modify or discontinue this policy at any time. By purchasing from Aquatic Innovation, you agree to adhere to the terms and conditions outlined above.

If you have any questions or require further assistance, please do not hesitate to reach out to our customer service team at 1-810-877-6738 or aquaticinnovationllc@gmail.com.