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LiveAquaria® Returns Policy

All items purchased from LiveAquaria.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier. Please Note: Shipping charges and Box fees are non-refundable.

Aquatic Life Returns

At LiveAquaria®, the health and wellbeing of all species we offer is our primary concern. Because of the complex procedures involved in properly packaging and shipping aquatic life, we cannot accept the return of any aquatic life. Please make your selections carefully.

Aquatic Life Guarantee

To qualify for our guarantee and to ensure optimal, responsible care of your aquatic life order you must be available to sign for your package at the first delivery attempt. Refusal of order delivery will void any guarantee. The shipping container you receive will include a packing slip which contains the size and quantity of aquatic life that has been billed to your account. If this packing slip differs from what was received, please notify us by phone at (800-334-3699) or e-mail (CustomerService@LiveAquaria.com). This is not an invoice and does not contain pricing and billing info. Always follow the acclimation procedure even if your new arrival appears to be dead. In the rare event of a loss, please contact our Customer Service Department as soon as the loss occurs (including any loss upon arrival). To take advantage of our guarantee, follow the steps outlined below within your guarantee timeframe:

  • Live Arrival Guarantee (Expert Only aquatic life) - If your aquatic life does not arrive alive upon delivery, please contact us within the same day of delivery to qualify for your Live Arrival Guarantee.
  • Attach a digital photo of the loss. The specimen should be photographed out of the shipping bag or aquarium and on a white background.
  • Include your name, order number, and item number of deceased specimens.

Please preserve the deceased specimen by placing it in a plastic bag, sprinkling a teaspoon of salt over it, and then freezing, in the event we would ask for the return of your specimen. You may discard the remains after we have processed your claim and sent you a verification email. Store credit* for the purchase price of the qualifying item(s) will be applied to your account.

Aquarium Supplies Returns

We are committed to ensuring enjoyment of your purchase and experience with LiveAquaria®. If you are not 100% satisfied with your aquarium supply purchase, you can return it within 60 days for store credit* for the purchase price of the returned item(s).

Please Note: The return of electrical equipment and light bulbs to LiveAquaria® for refund is limited to 30 days from the date of purchase. Beyond 30 days, please contact the manufacturer for repair or replacement as covered by the manufacturer's warranty.

Protect your Aquatic Life Deliveries

Ship your aquatic life order to your local shipping location. Keep your aquatic life order protected from potential inclement weather and extreme temperatures in a secure, enclosed area when you ship directly to your local shipping location nearest you for pickup. Learn More.

World-Class Customer Service Department

USA-Based Customer Support located in Rhinelander, WI

If you need any assistance, our friendly experts are here to answer your questions. We pride ourselves on our service and do all we can to make ordering from LiveAquaria® convenient, easy, and enjoyable. If you have any questions, please contact us here.

*Store credit expires one year after date of issue.

Revised August 9, 2019

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