Shipping Policy
Domestic Shipping: We currently offer shipping exclusively within the United States. We do not provide international shipping services.
Shipping Restrictions: Please note that certain products may be subject to shipping restrictions due to their size, weight, or contents. These restrictions will be noted on the product page.
Order Processing: Orders take 24-48 business hours to process.
Shipping Time: After processing, orders can take another 24-48 business hours to ship. You will receive a shipping confirmation email with tracking information once your order has been dispatched. Most packages ship via FedEx, UPS, or USPS and will be delivered in 3-7 business days. For orders shipping to Alaska, Hawaii, Puerto Rico, & the Virgin Islands, please contact us for shipping rates.
Freight Shipments: Orders that ship via freight may be subject to longer shipping times.
Seasonal Delays: Due to a high volume of orders at seasonal peaks, there may be additional delays with your order. We will strive to keep you informed of any delays that may arise.
Return Policy
Eligibility for Returns: Most new, unopened items are eligible for a return within 15 days from the date of delivery. To be eligible, the item must be in its original packaging and in the same condition that you received it.
Non-Returnable Items:
- Special order items
- Liner
- Hose
- Fish Food
- Liquids
- Used items
- Open products not in their original box
- Products being returned after 30 days
Restocking Fee: A 20% restocking fee will be applied to all eligible returns of new, unopened items. This fee helps cover the costs associated with inspecting, repackaging, and restocking the returned product.
Return Shipping Costs:
- Company Error: If the return is a result of our error (e.g., you received an incorrect or defective item), we will cover the cost of return shipping.
- Customer Responsibility: In all other cases, the customer is responsible for the cost of return shipping.
How to Initiate a Return:
- To begin the return process, please contact our customer service team with your order number and details about the product you wish to return.
- Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.
- Securely package the item and send it back to us using the provided instructions.
Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Refund Timeline: Please allow approximately four weeks for your refund to be processed and credited. This timeframe includes:
- Transit time for the return package to reach us (5-10 business days).
- Processing and inspection time by our returns department (3-5 business days).
- Processing time by your bank or credit card company (5-10 business days).
Please note that this is an estimated timeline, and the actual time may vary depending on your bank's policies.
Ordering Policies:
All orders are subject to approval. We reserve the right to limit quantities or cancel any order at our discretion. While we aim for accuracy, we cannot be held responsible for any typographical or illustrative errors.
Images of items may not match what you order exactly. This is due to product updates and at times, inadequate photos available from manufacturers. If you are unsure, please don't hesitate to email us with your questions so we can get you the most accurate information we can.
Customer-initiated cancellations after an order has been placed will incur a 5% processing fee. Cancellations made after shipment are subject to our return policy outlined above.
Backordered Items:
We aim to keep all items in stock, but sometimes backorders occur. If an item you ordered is on backorder, we'll notify you by phone or email about the delay. Any in-stock items from your order will be shipped to you as usual. Your card will be charged for all items at the time of purchase, and any backordered items will be shipped to you as soon as they arrive at our warehouse.