Refund policy

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.

REFUND POLICY-LIVE FISH GUARANTEE:
a. PLEASE DO NOT CALL OR TEXT TO REPORT A LOSS.
b. Please DO NOT discard the deceased item without authorization or providing pictures as described below. Doing so will void all guarantees.
c. Stillwater’s Live arrival 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, & emailed to Sales@StillwaterAquaria.com within 24 hrs of delivery. Please submit clear & visible photos.
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Document the loss :
1.
Photo1: clear photo of the deceased specimen in unopened bag
2.
Use a white background and adequate lighting for picture.
3.
Photo 2: clear photo of the specimen in front of delivery box.
4.
Fill out and include as much information as possible for a smooth claim process
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Complete the Claim Form:
1. Submit a separate claim form for each deceased species type, if applicable.
2. Provide all required information accurately and completely.
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Submit Your Claim:
1. 2 methods in which to send your claim form
a. Emailed to Sales@StillwaterAquaria.com, all requested photos & information attached.
b. Submit claim form & upload your photos on our website, see link below. All claims must be submitted within 24 hrs of delivery.

2. Attach the photos of the deceased specimen to the claim form and send.
3. QUALIFYING CONDITIONS of Live Arrival Guarantee
d. Claims will be invalid if the customer misses the first delivery attempt. We are not liable for any losses caused by delayed packages due to missed deliveries.
e. If you miss the delivery and the package is delayed as a result, we cannot be held responsible for any losses. Please refer to your tracking number for updates on your delivery.
f. Verify that your shipping details are accurate, as we are not liable for issues caused by incorrect addresses. Tracking numbers are sent in the order shipment confirmation emails. We process most orders the night before shipping, giving customers sufficient time to make any necessary corrections.
g. The shipment must be sent to the correct delivery address and not redirected to another address unless it arrives the same day. Forwarding packages may add an extra day or more to transit time.
h. For the Live Arrival Guarantee to apply, packages held at the post office or a UPS facility must be picked up by the customer on the same day they arrive. This applies to packages held either at the customer's request or by USPS/UPS discretion.
i. Any additional items included with your shipment are not covered under our guarantee. 

www.StillwaterAquaria.com
Customer Support Email: sales@stillwateraquaria.com