Dry Goods: must be returned within 14 days of purchase, with original receipt in new condition and with original packaging. A 20% restocking fee will be charged.
If the item you received has manufacturing defects, we will work with you and/or the manufacturer to make sure your item is repaired or replaced as needed. Defects are handled on a case-by-case basis, and may require you to collect photos or video of the problem. Sometimes the fastest resolution will come directly from the manufacturer.
Perishable Goods: We do not accept returns of perishable products.
Live Goods: No exchange or refunds on LIVESTOCK. Due to the nature of livestock and many factors beyond our control, we highly encourage everyone to do their own research or ask first about the livestock care and compatibility before purchasing.
Fish Health Guarantee
We quarantine our fish for 14 days, which gives us confidence that our fish are ready for a smooth transition to your home tank. We guarantee our fish to be healthy for a period of 24 hours from the day of purchase, when the following requirements are met:
Acclimation instructions were followed prior to introducing the fish to the home tank
We are notified immediately of the death
The fish body and a water sample are brought to us for testing
Water parameters must be within the following guidelines:
Ammonia and Nitrite 0ppm
Upon verification that the water sample meets the above criteria, at our discretion, we will either replace the fish or offer a store credit for the purchase amount.
Fish known to have high mortality rates in the hobby.
Fish sold prior to finishing our quarantine process.
Fish killed by tank mates, that have jumped or otherwise escaped the tank, or that “disappear.”
If you have viable, healthy livestock that you are looking to re-home, please give us a call to learn more about our program.
Livestock must be viable and healthy. Saltwater City reserves the right to decline trade-ins for any reason.