Refund policy

Return and Refund Policy

Thank you for shopping at AquaReefNY. We take great care in packaging and shipping live aquatic organisms — copepods and phytoplankton. Because these are perishable, living products, our return and refund policy differs from standard merchandise. Please read this policy carefully before making a purchase.

1. Live Arrival Guarantee (Our Promise to You)

We stand behind the quality of our live copepods and phytoplankton. If your product arrives dead, inactive, or spoiled, we offer a free replacement or full refund under the following conditions:

  • Report within 2 hours of delivery: You must contact us within 2 hours of the USPS/UPS/FedEx tracking timestamp showing "Delivered."
  • Provide evidence: Send clear photos or a short video (10-15 seconds) showing the bottle against a white background or the bag contents. For copepods, use a flashlight against the glass to show movement (or lack thereof). For phytoplankton, show the color (should be green, not brown/clear).
  • No tampering: The bottle or bag must be unopened when you inspect it for the initial claim. Once opened, we cannot guarantee that environmental factors (temperature, contamination) didn't affect the culture.

What we will do:

  • Free replacement: We will ship a new bottle at no cost on our next shipping day (Monday–Wednesday).
  • Full refund: If you prefer not to receive a replacement, we will refund the full purchase price (including shipping) within 3-5 business days.

2. When the Live Arrival Guarantee Does NOT Apply

Because we ship living organisms, certain situations are beyond our control. The guarantee is void if:

  • Delivery delay caused by carrier: If USPS/UPS/FedEx delays your package beyond the estimated delivery window due to weather, holidays, or logistical issues, we cannot offer refunds (though we will work with you on a partial credit). We strongly recommend choosing expedited shipping during extreme weather months.
  • Package left in extreme conditions: If the package is delivered to a mailbox, porch, or apartment lobby in freezing (<40°F) or hot (>85°F) conditions and not retrieved within 2 hours, the guarantee is void. Please track your package and bring it inside immediately.
  • Incorrect address provided: If you enter an incorrect shipping address at checkout and the package is delayed or returned, you are responsible for reshipment costs.
  • Failure to follow acclimation instructions: If you add copepods directly to a tank with an active UV sterilizer or protein skimmer without turning them off, or if you pour them into high-flow pumps, we cannot offer replacements.
  • Opened bottle not used within recommended window: Once opened, copepods should be added to your tank within 24-48 hours. Phytoplankton should be refrigerated and used within 3-4 months. We do not refund for natural die-off after opening.

3. Standard Returns (Non-Live Items)

If you purchased non-live accessories (t-shirts, stickers, feeding tools, etc.) and wish to return them:

  • Eligibility: Unused, in original packaging, within 30 days of delivery.
  • Return shipping: Customer pays return shipping unless the item arrived damaged or defective.
  • Refund method: Original payment method, minus any shipping fees we incurred to send the item to you.
  • How to initiate: Email support@[yourstore].com with your order number and reason for return. We will provide a return address.

4. Cancellations & Order Changes

  • Before shipping: You may cancel or modify your order within 2 hours of placing it — free of charge. After 2 hours, your order may already be packed for next-day shipping.
  • After shipping: Once the package is with the carrier, we cannot cancel or refund until the package is returned to us. If you refuse delivery, we will refund the product cost minus original shipping fees once the package arrives back.

5. Damaged in Transit (Packaging Issues)

If your bottle arrives leaking, cracked, or visibly damaged due to rough handling:

  • Take photos of the damaged bottle AND the shipping box (showing the label).
  • Contact us within 24 hours of delivery.
  • We will ship a replacement immediately at no cost or issue a full refund.

6. Refund Processing Time

Approved refunds are processed within 3-5 business days to your original payment method. Depending on your bank or credit card issuer, it may take an additional 3-7 days to appear on your statement.

If you paid with PayPal or Shop Pay, refunds are typically instant once we approve them.

7. How to Submit a Claim (Step by Step)

To request a replacement or refund under our Live Arrival Guarantee:

  1. Email us within 2 hours of delivery timestamp: support@[yourstore].com
  2. Subject line: "Live Arrival Claim – Order #[YourOrderNumber]"
  3. Include in your email:
    • Your order number
    • Clear photo or video of the product (use flashlight for pods)
    • Your preference: replacement or refund
  4. Do not discard the bottle or bag until we confirm your claim. We may ask for additional photos.
  5. We will respond within 12 business hours (usually faster).

8. International Orders

We currently ship only within the contiguous United States. For shipments to Alaska, Hawaii, or international addresses (if offered), the Live Arrival Guarantee is not available due to extended transit times and customs clearance. International sales are final.

9. Contact Information

For all return, refund, or live arrival claims:

Email: support@aquareefny.com
Response time: Within 12 hours (M-F), 24 hours (weekends)

By placing an order with AquaReefNY, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.