We treat every fish and live animal under our care as if it were our personal pet. We only send healthy fish, so we reserve the right to delay a shipment for any reason if we consider it is in the best interest of the fish.

Exotic Aquatic Pet Store® ensures that all shipping fish, corals, invertebrates, and live plants will arrive alive. If a fish, coral, invertebrate, or live plant is lost during shipping, E.A.P.S. will grant a credit against future orders for the cost of the item only. There will be no credit or reimbursement for delivery charges.

Claims for credit must be submitted in writing via email, live chat, or phone  within 2 hours of arrival at the destination (the customer’s designated shipping location). The claim must include at least two pictures or a short video of the deceased animal in an unopened bag packed and shipped by Exotic Aquatic Pet Store®.

Exotic Aquatic Pet Store® will not be responsible nor liable for any loss of animal or plant due to circumstances beyond our control including but not limited to weather, carrier delays, strikes, labour disputes, governmental actions, or acts of terrorism. Exotic Aquatic Pet Store® does not guarantee compatibility.

In-Store Guarantee

All fish purchased from our store are guaranteed. Fish must be returned within seven days of purchase. For a replacement or refund, provide the fish’s body, a water sample, and your receipt. Exotic Aquatic Pet Store® makes no guarantees regarding compatibility.

Credits

Credits will be processed within 5 business days from receipt of a valid and accepted claim. Claims for a credit must be submitted in writing via email, live chat, or phone  within 2 hours of arrival at the destination (customer’s designated shipping location). The claim must include at least 2 pictures or a short video of the deceased fish or invertebrate in an unopened bag packed and shipped by Exotic Aquatic Pet Store®. Each claim will be reviewed on an individual case-by-case basis.

Online Refunds 

After your order is placed, our team will move quickly and mark the tank with the fish you ordered as “sold” along with your order number. Fish, inverts, and coral are marked on the tank so that the fish you bought online isn’t double-sold to a customer in store (aka will not be available for our employees to sell to anyone else). If you ordered a fish online and would like a cash refund, unfortunately, due to third-party fees and not being able to sell that fish to one of our in-store customers or other online customers, we cannot offer a full cash refund. There will be a 15% “restocking fee” deducted from any cash refunds. That being said, we will be more than happy to sub out the fish for any others of equal value at no additional cost, and we can also issue a gift card with no fees deducted from the credited fish, invert, or coral amount. If you have any questions about our online refund policies, do not hesitate to reach out via email, live chat, or phone 

ALL PRE-ORDERS ARE NON-REFUNDABLE!

Photo Disclaimer

Due to variations within species, your item may not look identical to the image provided. The approximate size range may also vary between individual specimens. Pictures are often taken of fully coloured adults, and the size and coloration may vary depending on the size purchased and the gender of the fish. That being said, our staff has made sure to choose photos that best represent the fish you will be receiving. If you ever have any questions or are interested in getting videos or pictures of the current fish we have in stock, the best thing to do is contact us on our Instagram social media account! @exoticaquaticpetstore

Let’s face it getting on a plane and traveling sucks even for us humans, Coral & Fish may take 24-48 hours to acclimate and get cozy in their new home after being added to a well established and stable environment. If you have any questions regarding the coral or fish health upon arrival, the stability of your tank, parameters we keep here at the farm don’t hesitate to reach out to our amazing support staff via email, live chat, or phone