Elementor #13152

Welcome to Aqua Scale Exotic Shop. We are dedicated to providing healthy aquatic animals, reptiles, and quality products while ensuring excellent customer service. Please carefully review our Return Policy before purchasing from our website. By placing an order with Aqua Scale Exotic Shop, you agree to the terms outlined below.

Live Animal Return Policy

Because live aquatic animals and reptiles are sensitive living creatures that require special care and handling, all live animal sales are generally considered final. For the safety, health, and welfare of the animals, we do not accept standard returns on live pets once they have been delivered.

Every live animal sold by Aqua Scale Exotic Shop is carefully inspected before shipment to ensure it is healthy and properly packaged for safe transportation. We work hard to provide the highest standards of care during preparation and delivery.

Live Arrival Guarantee

In rare situations where a live animal arrives deceased, injured, or in poor condition, customers must contact Aqua Scale Exotic Shop within 2 hours of delivery. To qualify for review, customers must provide:

• Clear photos of the animal
• Photos of the shipping box and packaging
• Photos of the shipping label
• A detailed description of the issue

Failure to contact us within the required timeframe may result in denial of replacement or refund requests.

If approved, Aqua Scale Exotic Shop may provide:

• A replacement animal
• Store credit
• Partial refund
• Full refund where appropriate

The final decision will depend on the condition of the shipment and the evidence provided.

Customer Responsibilities for Live Deliveries

Customers are responsible for ensuring that someone is available to receive live animal deliveries on the first delivery attempt. Aqua Scale Exotic Shop is not responsible for losses caused by:

• Missed deliveries
• Incorrect shipping addresses
• Delays caused by the customer
• Extreme weather conditions after delivery
• Improper handling after arrival
• Poor habitat conditions provided by the customer

Customers should prepare appropriate enclosures, water conditions, heating, lighting, and care requirements before receiving any live animal.

Non-Live Product Returns

We accept returns for eligible non-live items such as:

• Aquariums and tanks
• Filters and pumps
• Lighting equipment
• Decorations and accessories
• Reptile supplies
• Habitat equipment

Items may be returned within 14 days of delivery under the following conditions:

• The item must be unused
• The item must be in original condition
• Original packaging must be included
• Proof of purchase is required

Products showing signs of use, damage caused by customers, or missing packaging may not qualify for return approval.

Damaged Products

If you receive a damaged product, please contact Aqua Scale Exotic Shop immediately after delivery. Customers must provide clear photos of:

• The damaged item
• The shipping box
• Internal packaging materials
• Shipping labels

We will review the claim and determine whether a replacement, exchange, store credit, or refund is appropriate.

Incorrect Orders

If you receive an incorrect product or animal, please notify us as soon as possible. Aqua Scale Exotic Shop will work quickly to resolve the issue and provide the correct order where applicable.

Non-Returnable Items

The following items are non-returnable and non-refundable:

• Live aquatic animals
• Live reptiles
• Opened food products
• Used filters or equipment
• Custom orders
• Clearance or discounted items
• Gift cards
• Perishable products

Return Shipping

Customers are responsible for return shipping costs unless the return is caused by an error made by Aqua Scale Exotic Shop. We recommend using tracked and insured shipping services for all approved returns.

Aqua Scale Exotic Shop is not responsible for returned items lost or damaged during return transit.

Refund Processing

Approved refunds will be processed to the original payment method used during checkout. Refund processing times may vary depending on banks and payment providers.

Shipping fees are generally non-refundable unless the issue was caused directly by Aqua Scale Exotic Shop.

Order Cancellations

Orders may only be canceled before shipment preparation begins. Once an order has been packed or shipped, cancellation requests may no longer be accepted.

Live animal orders are often prepared quickly to ensure animal safety and health, so cancellation windows may be limited.

Refusal of Returns

Aqua Scale Exotic Shop reserves the right to refuse returns or refunds if:

• Policy conditions are not met
• False claims are suspected
• The product has been used or damaged by the customer
• Required evidence is not provided
• Return requests are submitted outside the allowed timeframe

Policy Updates

Aqua Scale Exotic Shop reserves the right to update or modify this Return Policy at any time without prior notice. Updated policies will be posted on this page.

Contact Information

If you have questions regarding returns, refunds, replacements, or exchanges, please contact Aqua Scale Exotic Shop through our official contact page or customer support channels. We are committed to helping our customers and ensuring a positive shopping experience.