Returns, Refunds & Claims

Returns, Refunds & Claims Policy – Cuboid Aquatics

At Cuboid Aquatics, customer satisfaction and animal welfare are our top priorities. This policy outlines how returns, refunds, and claims are handled.

 

100% Live Arrival Guarantee

We proudly offer a Live Arrival Guarantee on eligible shipments.

What We Guarantee:
  • Livestock and live plants will arrive alive and in healthy condition.

 

DOA (Dead on Arrival) Claims

To qualify for a claim:

Requirements
  • Claims must be submitted upon arrival of the package
  • Provide:
    • At least 2 clear photos of any DoA
    • DoA must be in the unopened, sealed bag
  • Submit via:
Important Conditions
  • Photos must clearly show the DoA inside the sealed bag
  • Opening the bag voids the claim
  • Late or unclear submissions will be denied


DOA Compensation

If approved:

  • Compensation will be issued as:
    • Store credit OR refund
  • Shipping costs are non-refundable 


Non-Guaranteed Situations

Claims will not be honored if:

  • Incorrect shipping address was provided
  • Customer failed to receive or retrieve package promptly
  • Claim submitted after time window
  • Fish removed from original bag before documentation


Post-Arrival Issues

Once fish are removed from shipping bags:

  • Responsibility transfers to the customer
  • We cannot guarantee health after release

Once fish are removed from their shipping bags, a number of environmental factors come into play that are outside of our control. These include water parameters such as temperature, pH, ammonia levels, acclimation methods, tank maturity, and compatibility with existing tank inhabitants.

Even with the healthiest fish and best shipping practices, the transition from transport water to a new aquarium environment can be stressful for aquatic life. Each aquarium setup is unique, and small differences in water chemistry or acclimation procedures can significantly impact how well fish adjust after arrival.

Because we are unable to monitor or control these conditions once the fish leave their sealed shipping bags, we cannot guarantee their health beyond the point of arrival. This policy ensures fairness while also encouraging proper preparation and care prior to delivery.

That said, we are always here to help. If you have questions about acclimation, tank setup, or notice any concerns after introducing your fish, we strongly encourage you to reach out. Our team is happy to provide guidance and support to give your fish the best possible chance to thrive in their new environment.


Claims for Damaged, Defective, or Missing Items

Damaged Items

Report within 24 hours of delivery with:

  • Order number
  • Photos of packaging and damage
  • Description of issue
Defective Products
  • Report within 24 hours
  • Include clear photos of the defect
Missing Items
  • Report immediately with order details
  • We will verify and send replacements or issue a refund


Returns (Dry Goods Only)

We accept returns within 30 days if items are:

  • Unused
  • Unopened
  • In original packaging with all components
Return Conditions
  • Must contact us before returning
  • Unauthorized returns will not be accepted


Refunds

  • Processed within 1–2 business days after inspection
  • Issued to original payment method
Important Notes
  • Shipping fees are non-refundable
  • Sale items are final sale
  • Refunds apply only to product cost unless error is ours


Return Shipping

  • Customers are responsible for return shipping costs
  • Exceptions:
    • If the wrong item is sent or you have a defective item, we will cover the return shipping cost and provide a free return shipping label.

We recommend using a trackable shipping method when returning an item, as we are not responsible for lost returns.


Order Issues Reporting Window

All order issues must be reported within:

  • Livestock and plants - upon arrival
  • Dry goods - 24 hours

Failure to report within this timeframe may result in denied claims.


Order Cancellations

  • Allowed within 24 hours of purchase
  • After processing/fulfilled:
    • Order cannot be canceled
    • Must follow return procedure


NOTE:
  • Fish size, color, and condition may vary due to natural and shipping-related factors


Contact Us

For claims, returns, or support:

Email: info@cuboidstore.com or submit a message here.