DOA, Shipping, Returns, & Refund Policy
DOA POLICY
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If your fish, snails, or plants arrived DOA (Dead On Arrival), please provide a clear picture of the live good sealed in its original packaging within 2 hours of delivery.
- Refund will be issued for the dead animal only. Shipping fees are not covered by our DOA policy.
SHIPPING
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All orders are usually shipped within 3 or 5 business days once the order is placed.
SHIPPING POLICY
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We ship fish and snails though FedEx 2nd day or Overnight upon request.
Shipping FedEx is a flat rate of $17.99.
Damaged packages, lost packages, and/or any mishandling by the United States Postal Service (USPS) or other shipping carriers is not our responsibility. However, we will make sure to take the proper steps to resolve the situation by filing a claim on your behalf. This process can take some time (14+ business days depending on the courier service), so please bear with us as we fix any issues that may arise.
RETURNS
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as plants and livestock.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@puzzleaquatic.com.
Shipping
To return your product, contact us first at support@aquascapingcanvas.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
REFUND
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Refund will be a case by case scenario.