Refund & Returns Policy – S&H Aquatics

At S&H Aquatics, we take great care in ensuring all animals and products are healthy, accurately described, and safely packaged before leaving our facility. Because we deal with live animals, our refund and return policy is designed to protect the well-being of our livestock while maintaining fairness for our customers.

Live Animal Sales (Axolotls & Fish)

Due to the sensitive nature of live aquatic animals, all live animal sales are final.

We do not accept returns or offer refunds for change of mind once an animal has been shipped or collected.

However, we do offer support in the following situations:

Live Arrival Guarantee

We guarantee that all animals are healthy and alive upon arrival when shipped using our approved shipping methods.

If a live animal arrives DOA (dead on arrival), you must:

Notify us within 1 hour of delivery
Provide clear photo or video evidence in the unopened packaging

Once verified, we will offer:

A replacement (if available), OR
Store credit, OR
Refund (case-dependent)

Shipping Conditions

We are not responsible for issues caused by:

Incorrect shipping information provided by the customer
Delays caused by courier services
Failure to receive the package on delivery day
Improper acclimation after arrival

We only ship live animals Monday–Wednesday, weather permitting. We may delay shipment for the animal’s safety. Buyer must be available for delivery or pickup at carrier facility. Live arrival guarantee requires clear photos/video within 1 hour of delivery.

Proper care and acclimation instructions are provided with every shipment.

Dry Goods & Accessories (if applicable)

Non-living items such as food, equipment, or tank accessories may be returned within 14 days of delivery, provided that:

Items are unused
Original packaging is intact
Customer covers return shipping costs

Refunds will be processed once items are inspected.

Health & Responsibility

All animals are:

Fed and conditioned prior to shipping
Inspected for health and activity
Packaged using safe and temperature-conscious methods

Once the animal leaves our care, proper husbandry is the responsibility of the customer.

Contact for Issues

If you experience any issues with your order, please contact us immediately:

By purchasing from S&H Aquatics, you agree to this refund and returns policy.