Return Policy

Due to the sensitive nature of live fish, we do not accept returns or offer refunds for live fish purchases. However, if there is an issue with the condition of the fish upon arrival, please contact our customer service within 24 hours of delivery, and we will assess the situation on a case-by-case basis. Please see below for information to claim your credit.

LIVE FISH GUARANTEE:

a.  PLEASE DO NOT CALL OR TEXT TO REPORT A LOSS.

b.  Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees.

c.  Stillwater's Live Fish Guarantee covers the following: Dead On Arrival (DOA), please do not open the bag. The following information must be submitted for any covered livestock loss and emailed to Sales@StillwaterAquaria.com within 24 hours of delivery. Please submit clear and visible photos.

  i. Document the loss:

  1. Photo1: clear photo of the deceased specimen in unopened bag
  2. Use a white background and adequate lighting.
  3. Photo 2:  clear photo of the specimen in front of delivery box. 
  4. Order name and number.

  ii. Complete the ClaimForm:

  1. Submit a separate claim form for each deceased species type, if applicable.
  2. Provide all required information accurately and completely.

  iii. Submit Your Claim:

  1. 2 methods in which to send your claim form:
    • Email to Sales@StillwaterAquaria.com, all requested photos and information attached.   
    • Submit claim form and upload your photos on our website, see link below. All claims must be submitted within 24 hours of delivery.

      2. Attach the photos of the deceased specimen to the claim form.   

d.  If a delivery is refused for any reason, the customer will be held liable for the full invoice amount.

e.  Weather related delays, mechanical failures, etc, which result in loss will not be covered.

f.  If a claim is submitted and approved, client will be credited for those items in question.

g.  Livestock Care:

  1. StillwaterAquaria does not guarantee the health or survival of livestock beyond the day of purchase. Customers are responsible for researching the specific needs and care requirements of any animal they intend to acquire. This includes ensuring compatibility with existing tank mates, as compatibility issues are not the responsibility of StillwaterAquaria.
  2. Customer must follow the proper acclimation procedures and proper fish compatibility charts when introducing fish into their new environment. If you have any questions regarding your purchase or specific information needed for certain species, please email us at sales@stillwateraquaria.com and we will get you in contact with the right person. If a claim is submitted, we will open up an investigation to determine if credit will apply.  We will ask for the information previously mentioned as well as other standard questions relating to the claim.  A determination will be made at time all information is received.

h.  Water Parameters: Maintaining water parameters within normal limits is one of the most important responsibilities of fish-keeping. Do you know what the water parameters are for your home aquarium? Our freshwater fish purchased have been housed in the following water parameters:

  • Temperature: between 75-80 degrees F & constant
  • pH: 7.6     
  • Ammonia: 0.0 ppm
  • Nitrite: 0.0 ppm
  • Nitrate: 0.0 - 40 ppm-freshwater   0.0-20 ppm-saltwater

Upon successful verification of your claim, we will issue a store credit for the purchase price of the deceased specimen(s).

SUBMIT A CLAIM