Returns & refunds
Live animals can’t travel twice, so our guarantee covers how they arrive. Here is what we refund and how to ask.
Last updated: October 25, 2026
Live animals can’t be returned
Shipping is hard on living animals, so we can’t accept returns of fish, corals or invertebrates. Instead, our live arrival guarantee covers every animal on the trip to you.
Live arrival guarantee
If an animal arrives dead, email a photo of it in the unopened bag within 2 hours of the carrier’s delivery time and we will refund or replace it. To qualify:
- Someone must be home to accept the first delivery attempt.
- The photo must show the animal in its shipping bag.
- Shipping is not refunded, and the guarantee covers arrival only.
The full terms, with how we pack and how to acclimate your animals, are on our shipping & live arrival page.
How to make a claim
- Photograph the animal in its unopened shipping bag.
- Within 2 hours of delivery, email the photo and your order number to support@aquafrenzy.com.
- Tell us whether you would like a refund or a replacement.
What the guarantee doesn’t cover
- Shipping charges.
- Animals that die after arrival, once they are in your aquarium.
- Claims sent more than 2 hours after delivery, or without a photo of the animal in its bag.
- Deliveries where nobody was home for the first attempt.
- Losses caused by UPS delays, a hold at a UPS location you asked for, or a wrong or incomplete delivery address.
Refunds
Refunds go back to the card you paid with, through Stripe. We issue them within a week, depending on the case. Your bank may take a few more days to show the refund on your statement.
Replacements
A replacement ships on our next shipping day. Shipping for a replacement is charged at our normal rate. If that species is sold out, we give you store credit for the price of the animal instead.
Cancelling an order
- If we cancel an order (for example, an animal isn’t healthy enough to ship, sells out, or the weather is unsafe), we refund it in full, shipping included.
- You can cancel your order at any time before it moves to processing: send us a message or email support@aquafrenzy.com. Once your order is being processed, please call us at +1 (256) 469-8078.
Wrong or missing animals
If we packed the wrong animal or left one out, tell us within 2 hours of delivery, with a photo of what arrived. We refund the missing animal, or send the right one on our next shipping day with free shipping, since the mistake was ours.
Questions
Email support@aquafrenzy.com or send us a message.