We want you to be completely satisfied with your purchase. Because we work with live animals, certain conditions apply to ensure ethical and responsible handling.

Returns on Live Animals

Due to the sensitive nature of aquatic livestock, we do not accept returns on live fish, shrimp, snails, or other animals.

However, we offer a Live Arrival Guarantee under these conditions:

• Email a clear photo of any deceased animal to

  support@blackwateraquatics.ca

• Must be received within 2 hours of delivery confirmation

• If approved, a full refund will be issued for the animal and shipping

See our [Shipping Policy] for full details.

Returns on Non-Live Products

You may return non-living products (e.g., food, decor, equipment, merchandise) if:

• The return is requested within 7 days of delivery

• The item is unused, unopened, and in original packaging

• You email support@blackwateraquatics.ca for authorization

If approved, we’ll provide return shipping instructions.

Refund Processing

• Refunds are issued to the original payment method

• Refunds are processed after returned items are received and inspected,

  or once DOA evidence is verified

• Please allow 5–10 business days depending on your payment provider

Refunds Will Not Be Issued For:

• Improper acclimation or care

• Incomplete or incorrect shipping address

• Missed deliveries or packages left outside

• DOA claims submitted after 2 hours

• Opened or used dry goods

Need Help?

If you have questions about your order or eligibility for a refund, contact us anytime:

support@blackwateraquatics.ca