Livestock — corals, fish and inverts
All sales are final. We don’t accept returns or offer cash refunds on living animals.
What we do offer is a Live Arrival Guarantee: if a specimen arrives dead, send us a photo of it in the sealed, unopened bag within 4 hours of the delivery scan and we’ll make it right with a replacement or store credit. Full details are on our Shipping & Live Arrival Guarantee page — please read it before ordering.
Cancellations before shipping are issued as store credit less a 20% restocking fee. Once an order ships it can’t be cancelled.
Equipment and dry goods
All sales are final. We don’t offer returns, refunds or store credit on equipment, additives, food, or any other dry goods.
Here’s the reason, plainly: we’re a retail store, not the manufacturer. We didn’t build the pump and we can’t warranty it. What we can tell you is that every piece of equipment we sell carries the manufacturer’s own warranty, and the manufacturer is who can actually replace or credit a faulty unit — usually faster, and more completely, than a shop could.
Two things to do the day your order arrives:
- Register the product with the manufacturer. Most warranties require registration, and a lot of claims fall over because it was never done. It takes a couple of minutes.
- Keep your receipt and order confirmation. That’s your proof of purchase if you ever need to make a claim.
If something fails later and you’re not sure who to contact or how to start a warranty claim, call us. We’ll point you to the right manufacturer, tell you what they’ll ask for, and help you get the claim moving. We can’t take the item back — but we’re not going to leave you to work it out alone either.
If we made the mistake
Separate from any of the above: if we sent the wrong item, or something arrived damaged in transit, that’s on us. Email us within 48 hours with photos and we’ll sort it out.
Questions before you order? jamie@theunderwatergardener.com · (305) 850-9949