At Source Aquatics LLC, your satisfaction and the health of our fish are our top priorities. We stand behind the quality of every order and are committed to making things right in the rare case an issue arises. Please read the following carefully, as these policies govern all purchases made through our website.
1. DOA Guarantee (Dead on Arrival)
We take every precaution to ensure your fish arrive healthy and safe. However, in the unlikely event of a DOA (dead on arrival), the following applies.
Photos Required
- You must send clear photos of the fish in its sealed bag within 2 hours of the delivery timestamp.
- Afterward, place the fish on a napkin or paper towel and take an additional photo.
- Photos must be sent to info@sourceaquatics.com with your order number in the subject line.
Refund Terms
- The DOA guarantee covers the fish only, not shipping costs.
- Approved DOA claims are resolved with store credit for the value of the affected fish plus a 10% bonus. Store credit never expires.
- Missing items, or fish we do not ship because they are not healthy enough, are refunded to your original payment method.
Important: failure to provide photos within the required timeframe may void the DOA guarantee. Full claim details are on our Shipping & Live Arrival Guarantee page.
2. Out of Stock and Missing Items
Occasionally, an item may become unavailable after your order is placed, or a fish may not be healthy enough to ship on the day. If this happens, we ship the rest of your order on schedule and refund the missing item to your original payment method.
We value transparency and will always work with you to make it right.
3. General Conditions
- Refunds do not apply to shipping charges, except in cases where we are at fault (for example, a shipment error).
- Any refunds or credits will be processed only after verification of eligibility under this policy.
- Source Aquatics LLC reserves the right to deny claims that do not meet the above requirements.
4. Contact Us
For refund requests or questions, email info@sourceaquatics.com.