Refund, Returns & Live Arrival Policy

Live Animal Policy

All live animal sales are final. We do not accept returns or exchanges on fish, shrimp, snails, or live food cultures.

Live Arrival Guarantee (DOA)

We offer a Live Arrival Guarantee on fish and shrimp only if all conditions are met:

• Photo of unopened bag in original packaging
• Photo of deceased animal in bag
• Submitted within 2 hours of delivery scan
• Email sent to support@blackwateraquatics.ca

Scuds and live food cultures are not covered under DOA.

What You Receive

• Store credit only
• Partial losses credited individually
• Shipping is non-refundable

Claims Are Void If:

• Package left outside
• Missed delivery
• Wrong address entered
• Submitted after 2 hours
• Bag opened before proof
• Customer requested unsafe shipping timing

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Shipping Responsibility

Blackwater Aquatics is responsible for proper packing only.

We are not responsible for:

• Carrier delays
• Weather delays
• Lost packages
• Customer availability at delivery

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Returns (Dry Goods Only)

• Must be requested within 7 days
• Item must be unused and sealed
• Customer pays return shipping

Refunds are issued after inspection and may take 5–10 business days.

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Winter Shipping

Winter orders follow strict safety rules including temperature holds and heat pack usage.

See full Winter Shipping Policy for details.

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Contact

Email: support@blackwateraquatics.ca