Refund policy

Refund Availability Depends On The Stage Of Your Order.

Due to the nature of live marine livestock, refunds are not available once livestock has been shipped or delivered. Orders already in transit are covered separately under our Arrive Alive Guarantee and applicable Healthy Fish Guarantee policies. 

Before Your Order Ships:

You may request to cancel your order before it ships.

Orders cancelled before packing begins are eligible for a full refund.

Orders cancelled after livestock has been reserved or quarantined for your shipment may be subject to a cancellation fee to cover handling and preparation costs.

Once your shipment has left our facility, orders cannot be cancelled or refunded.

To request a cancellation, contact us as soon as possible at reefshieldaquatics@gmail.com.

After Your Order Ships:

Because marine livestock are living animals, we cannot accept returns once your order has shipped.

Please do not ship live animals back to us without prior written authorization.

All shipments are instead covered by our Arrive Alive Guarantee & Healthy Fish Guarantee (where applicable).

Please refer to those policies for complete details.

Damages, Incorrect Orders & Shipping Issues:

Inspect your shipment immediately upon arrival.

If you receive the wrong livestock, missing livestock, damaged packaging that affected your order, or another shipping issue contact us immediately at reefshieldaquatics@gmail.com. Please provide your order number, clear photographs, and a description of the issue.

We will review each case individually and work to make it right.

Dry Goods Returns:

Unused dry goods may be returned within 30 days of delivery if they are unopened, unused, in the original packaging, and accompanied by proof of purchase.

Customers are responsible for return shipping unless the item arrived damaged or incorrect.

Contact reefshieldaquatics@gmail.com before sending any return.

Exchanges:

Because livestock availability changes daily, exchanges are generally not available for live animals.

If an issue is covered under one of our livestock guarantees, we will issue the appropriate refund, replacement, or store credit according to that policy.

Dry goods may be exchanged when inventory is available.

Refund Processing

If a refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days for ReefShield Aquatics to process the refund after approval, and additional time for your bank or credit card provider to post the funds.

If more than 15 business days have passed since your refund was approved, please contact us at reefshieldaquatics@gmail.com.