DOA Refund Policy
We guarantee live arrival of everything we sell. We honor this guarantee for the first 3 days of them arriving at your home.(The day you receive your order is Day 1). Simply send us an email with a picture of the fish purchased displayed on a piece of paper or paper towel and we will issue a refund for their purchase price.
Our email address is firstname.lastname@example.org
Please provide your name and order number when contacting us.
Refunds can not be processed unless we have your order number and DOA Photos as proof. Sending us multiple emails will result in a delay in getting your refund processed, as each message is processed separately, so please try to send all your information in one message.
In order to avoid any delays, please submit your Refund Request in the following format:
1. Your Name
2. Your Order Number
3. The name and quantity of DOA you are reporting
4. Attach a photo of any DOA you are wanting a refund for (item needs to be on a piece of paper or paper towel and outside of the bag and water) .If more than one item, please try to make sure all items are in one photo. If photo is not clear enough for us to see we will not be able to issue you a refund. Please do not send videos or links to photo files. In order to prevent computer viruses, we are unable to open these types of files.
(Please make sure all information is sent in one email. Sending the information in multiple emails will cause a delay in your refund getting processed.)
Please allow a few days for your refund request to be processed.
Shipping costs are non-refundable.
If we have issued you a refund and you haven’t received the refund yet, there may be a few days before your refund is officially posted to your bank account. Refunds are returned to the original payment source. If you received the item as a gift, the refund will go back to the person that purchased the item.
If you need to file a USPS claim regarding a lost shipment, our shipping address is: Aqua Huna, 127 SW 153rd ST, Suite B, Burien WA 98166, United States. You will need this information to file a claim. USPS usually processes claims in 5 to 10 days.
Please Note: We are currently in the process of moving to a new location between now and February 2023. During this time there may delays in the processing of your refund due to limited staff available to answer emails. Thank you in advance for your understanding and patience as we move to a new, bigger warehouse!