Refund policy

Supplies and merchandise online may be returned within 15 days for a full product refund. In store purchases may only apply for exchanges. Due to the nature of livestock, we can not accept returns. If there are any issues upon arrival, please send us an email at misssissaugaaquariumcenter@gmail.com within 24 hours of purchase.

• We accept online supplies and merchandise returns within 15 days of delivery date
• Returned products must be in new, unopened, and unused condition
• Products that arrive unsealed must have all original content included
• You will be responsible for return shipping costs
  



Dead on Arrival (DOA) Guarantee

Every shipment we send comes with our 100% Dead on Arrival Guarantee, free of any extra charge (excluding shipping). This means that if your order arrives with any issues that are out of your control, we will replace the order at no charge excluding shipping fees (depending on our remaining stock), or offer store credit in the amount of the loss up to the amount ordered (Our guarantee does not cover any extra livestock that are sent).  That is, 100% of the AFFECTED fish will be covered by us. In special circumstances or if it does not appear that we can send more animals to you without significant risk to their lives, we can offer you a refund. If these conditions are not met by the customer the guarantee is voided. All forms of guarantees are up to our discretion.

There are four conditions to our Dead on Arrival Guarantee.

1. The shipment must be received on the first delivery attempt, or be picked up within 4 hours of the first delivery attempt. If you miss the delivery and the package is delayed a 4 hours or more because of it, we cannot accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if Fedex does not leave a "pink slip" notifying you they tried to deliver the package.

2. The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit. NOTE: If Fedex forwards your shipment in error, we do cover that type of mistake. However, if we call your local Fedex and there is a mail forward on file, our Dead on Arrival Guarantee is voided.

3. In the event of a DOA plant or animal, we REQUIRE a clear digital picture/video of the fish in question before replacement/store credit/refund is issued. This picture/video can be sent to us by replying to the tracking email you received, or by sending it as an attachment in a new email. Also provide proof that this is your video (hold or place a paper with your full name in the video).

4. All claims must be made and or brought to our attention via email at shipping@missaquarium.ca within 4 hours of the package being delivered.

5. Claims submitted over 8 hours after delivery will not be considered DOA and if approved, will be refunded for up to 50% of the value of the affected fish.