Refund policy

Disclaimer: We are not unreasonable people, we wrote these policies pretty aggressively because we have unfortunately experienced a very small percentage of the population taking advantage of our “customer above all” outlook. 

Return Policy

Hard goods:

We do not offer a return policy on hard goods of any kind. No exceptions.

Live goods:

All live goods & animals are sold AS-IS however,

We offer an optional 60 day warranty on your fish at the time of purchase for in-store customers ONLY this is NOT available to online shoppers. If you choose to decline this warranty all live goods are sold AS-IS. All customers are offered warranty upon purchase as our point of sale will not allow you to pay for your pet until you have declined or accepted. If you declined your warranty and are claiming you were not offered a warranty after death of your animal we will still decline to cover your animal as it is impossible.

We take great care of our animals to ensure they are parasite & disease free, However we always recommend before you add any animal to your aquarium you quarantine that animal for 30 days to observe and ensure no parasites or disease spread to your other animals. When acclimating, we always recommend that you float the animal inside the delivery bag for 15 to 20 minutes, then pour the bag into a “drip acclimation” container and proceed to drip acclimate your animal for another 15 to 20 minutes at the rate of 1 drop per second, after that is done we always recommend you remove the animal from the bag with a net and discard the water the animal was shipped in. We are not responsible for any disease or parasites of any kind spreading and killing your other animals. It is YOUR responsibility to ensure anything you introduce into your aquarium is free of disease and parasites.

Warranty on Live Animals (Reefcare) :

All animals are sold AS-IS unless you purchase our optional warranty. Our policy covers your pet for 60 days. If your pet dies after 60 days of purchase date we will not be able to cover your pet.

To claim your warranty on your pet you must produce a body and a SEPERATE container NOT containing the pets body of aquarium water sample the deceased pet was residing in and physically bring it to a Fish Reef Associate at our Centennial, CO location during business hours within 24 hours of death occurring along with proof of purchase. If you cannot produce a body or proof of purchase within 24 hours of death we will not be able to cover the death of your pet.

Exclusions:

We will generally cover most kinds of death of your pet except for owner negligence such as but are not limited to: improper aquarium hygiene i.e. high ammonia, salinity, nitrates or nitrites, improper installation of aquarium such as overpowered filters sucking animals in and killing them, faulty heaters, filtration systems, existing disease in the aquarium spreading to your animal and aggressive tank mates killing your pet. We do everything we can to professionally advise you at the time of sale , however due to the thousands of variables that could kill your animal that we are unable to cover in a reasonable amount of time during a retail transaction makes it YOUR responsibility to ensure YOU have tested YOUR water YOURSELF prior to introducing any fish and properly conducting YOUR own research upon compatibility with any other breeds in your aquarium along with a proper diet of your new pet.

To claim your warranty on your pet you must produce a body and a SEPERATE container NOT containing the pets body of aquarium water sample the deceased pet was residing in and physically bring it to a Fish Reef Associate at our Centennial, CO location during business hours within 24 hours of death occurring along with proof of purchase. If you cannot produce a body or proof of purchase within 24 hours of death we will not be able to cover the death of your pet.

Shipping

 We strive for 100% live arrival on any shipping in the unforseen event of death on arrival we are here to make it right. An email with photos of your animal still inside the original shipping bag must be sent to sales@thefishreef.com within two hours of the carrier reporting the delivery. It is your responsbility to make sure you are present when your animal arrives. A resolution will be made on case by case basis at our discretion on either a replacement of the same fish/coral or store credit.