Return Policy
Return any new, unused product in its original manufacturer's packaging within 30 days of delivery and receive a full money back reimbursement, minus shipping cost and a 20% restocking fee. Product over 30 days old is not returnable for credit.
All returns must have an RA# (Return Authorization Number). This lets us know what is coming back and what to do with it (i.e. credit your account, replace product, etc.). Packages sent to us without an RA# written on them will be refused! All products, including warranty items, must be returned to us shipping prepaid. We will pay the shipping charges on warranty items back to you, but not from you to us.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
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
Defective, Damaged, or Incorrect Products
We strive to ensure all of the items we send out of our warehouse are sent secured in their package and that each order is correct. Should something happen, please follow these steps to ensure success in your return process.
- Defective Products
To return a product that was defective from the manufacturer, please contact our customer service department within 7 days of your delivery. We will send you a prepaid return shipping label and ship you a replacement order for the affected item(s). - Damaged Products
To return a product that was damaged upon receiving your delivery, please contact our customer service department within 24 hours of your delivery. We will send you a prepaid return shipping label and ship you a replacement order for the affected item(s). - Incorrect Products
To return a product that was incorrect on your order, please contact our customer service department within 24 days of your delivery. We will send you a prepaid return shipping label, and once we receive the item, you will be issued a replacement. We will immediately ship the incorrect item to you, free of charge
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.