Refund policy

Refund Policy

Live Animal Sales

Due to the nature of live fish and aquatic animals, all sales are final once an order has shipped, except as outlined under our Live Arrival Guarantee below.

We do not offer refunds for:

  • Buyer’s remorse

  • Compatibility issues

  • Size, color, or behavior variations

  • Delays caused by the carrier

  • Missed or refused deliveries

  • Orders shipped using methods longer than Next Day Air

99.9% Live Arrival Guarantee

Robs Aquatics proudly maintains a 99.9% Live Arrival Guarantee on eligible shipments.

This guarantee applies only when all of the following conditions are met:

  • The order is shipped via Next Day Air

  • The first delivery attempt is successful

  • Someone is present to receive the package

  • Clear photos or video are provided within the required timeframe

  • All acclimation instructions are followed

Details and requirements are outlined fully on our Live Arrival Guarantee page.

Exclusions From Live Arrival Guarantee

The Live Arrival Guarantee does not apply to:

  • Orders shipped using 2nd Day Air or any shipping method longer than Next Day Air

  • Delays caused by weather, carrier routing, or carrier error

  • Incorrect or incomplete shipping addresses

  • Missed delivery attempts

  • Refused packages

  • Orders left unattended after delivery

By selecting a shipping method longer than Next Day Air, the customer accepts all risk associated with extended transit time.

Resolution Method

If a claim qualifies under the Live Arrival Guarantee, resolution will be provided as store credit or replacement, at Robs Aquatics’ discretion.

Cash refunds are not issued for live animal losses.

Store credit:

  • Does not expire

  • Can be used toward future livestock or products

  • Cannot be exchanged for cash

Shipping Fees

Shipping charges are non-refundable under all circumstances.

Shipping costs include live animal handling, professional packing materials, oxygenation, insulation, and carrier fees, which cannot be recovered once an order ships.

Restocking Fee

A $100 restocking fee applies to:

  • Canceled orders after fulfillment has begun

  • Refused deliveries

  • Returns caused by customer error

Returned livestock must pass health inspection and quarantine before any credit is issued.

Chargebacks & Disputes

Customers are encouraged to contact us directly before filing any chargeback or payment dispute.

Orders placed with Robs Aquatics constitute acceptance of this Refund Policy, the Shipping Policy, and the Live Arrival Guarantee. These policies are used as supporting documentation in dispute resolution.

Agreement to Terms

By placing an order, the customer confirms they have read, understand, and agree to:

  • This Refund Policy

  • The Shipping Policy

  • The Live Arrival Guarantee

  • All checkout disclosures