Refund & Return Policy
At Fish Keepers Kingdom, our goal is to provide exceptional products and service to fellow fishkeeping enthusiasts. We understand that sometimes things don’t go as planned, and we want to make sure you feel completely supported with every purchase. Whether you’re just starting out with your aquarium or adding to your aquatic collection, we’re here to ensure your experience is as smooth and satisfying as possible.
Return & Refund Eligibility
We want you to love your new aquatic additions. You have 30 days from the date of purchase to request a return or refund, with the following conditions:
- The item must be unused and in its original packaging to ensure it’s in perfect condition for resale or reprocessing.
- Live animals: Because of the delicate nature of live animals, we do not accept returns. However, we stand behind our commitment to their health and safety and offer our Live-Arrival Guarantee (explained below) to ensure your satisfaction.
- Proof of purchase (order number or receipt) is required to proceed with your return or refund request.
- Certain items, like perishable goods or customized products, may not be eligible for return. If you’re unsure, please reach out—we're happy to clarify.
How to Initiate a Return or Refund
To start a return or request a refund, please email us at sales@fishkeeperskingdom.com with the following details:
- Your order number.
- The item(s) you wish to return.
- Your reason for the return.
For returns involving live animals, please refer to our Live-Arrival Guarantee to ensure your satisfaction.
Live-Arrival Guarantee for Live Animals
At Fish Keepers Kingdom, we prioritize the health and safety of every aquatic creature we ship. We know how important your new fish, invertebrates, axolotl, or other aquatic life is to you, and we take extra care to ensure they arrive safely. If an animal arrives deceased (Dead On Arrival or DOA), we offer a live-arrival guarantee, with the following conditions:
Eligibility for Live-Arrival Guarantee:
- The recipient must be present to receive the package at the first delivery attempt to ensure live animals are not exposed to temperature extremes or extended transit time.
- DOA incidents must be reported within one hour of delivery. Prompt reporting helps us act quickly to remedy the situation.
- You must send clear photographs of the deceased animal while still in its original packaging. This helps us process your claim accurately and quickly.
- Photos of the shipping box are also required to assess any potential shipping-related issues.
If all requirements are met, we’ll promptly replace the animal at no additional cost to you.
Replacement Policy:
- If the identical animal is unavailable, we’ll offer a replacement of equal value.
- You can choose to wait for the original animal to become available again, substitute with a different animal, or opt for store credit.
- If the replacement animal costs less than the original, we will issue a refund for the difference. If the replacement costs more, the difference will be your responsibility.
We cover shipping costs for replacement animals.
Limitations:
- The live-arrival guarantee is void if:
- The recipient misses the first delivery attempt.
- The shipping address provided is incorrect.
- The packaging is opened before reporting the DOA.
- We are not responsible for delays or damage caused by the shipping carrier.
Refund Processing
Once we’ve received your return or evaluated your live animal replacement request, we’ll notify you via email regarding your return status. If approved, we’ll process your refund to your original payment method. Please note, it may take 5-7 business days for the refund to reflect in your account.
Exchanges
If you'd like to exchange an item, we kindly ask that you follow the return procedure. You will need to place a new order for the item you wish to exchange for. We do not process direct exchanges for live animals due to the nature of their shipping and availability.
Contact Information
If you have any questions or need assistance, please reach out to our customer care team at sales@fishkeeperskingdom.com. We’re here to provide you with the best support possible for your aquatic needs.
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