Refund policy

1. Livestock Refund Policy

Due to the nature of live animals, we do not accept returns on fish or plants.

However, we offer the following guarantee:

Live Arrival Guarantee

We guarantee that your livestock will arrive alive. If a DOA (dead on arrival) occurs:

  • You must send clear photos or video within 2 hours of delivery.

  • The guarantee applies only if you are present to receive the package on the first delivery attempt.

  • Store credit will be issued for the value of the deceased item(s). Shipping fees are non‑refundable.

2. Dry Goods Return Policy

For non-livestock items (equipment, supplies, etc.):

  • Returns are accepted within 14 days of delivery.

  • Items must be unused and in original packaging.

  • Customers are responsible for return shipping costs.

  • Refunds are issued once the item is inspected and approved.

3. Order Cancellations

  • Orders for livestock can only be canceled before shipping.

  • Once livestock has been packed or shipped, the order cannot be canceled.

  • Dry goods can be canceled before fulfillment.

4. Shipping Issues

We are not responsible for delays, damages, or mishandling caused by carriers, weather, or incomplete/incorrect addresses.

5. Exchanges

We do not offer exchanges on livestock. Dry goods exchanges may be available if unused.

6. Contact

If you need support or want to file a DOA claim, contact us: Email: support@rayquatics.com