Refund and Return Policy


Here at Anchor Aquarium every  livestock shipment we send out comes with our 100% Live Arrival Guarantee. This means that if your order arrives with any dead on arrival livestock we will offer a refund in the form of store credit for the exact cost of the item.  All forms of guarantees are up to our discretion.   Shipping costs will not be credited.

Anchor Aquarium does a practical quarantine that allows us to ensure the animals we ship are healthy and ready to deal with shipping stress.  We ship thousands of packages a week and can proudly say we have an extremely high success rate. However, that does not mean we are perfect and you won’t experience a shipping related issue, which is why we offer our Live Arrival Guarantee.

We do not guarantee livestock beyond the day of arrival. It is the customer’s responsibility to research any items they are interested in prior to purchase in order to ensure a suitable environment for the animal to thrive. Incompatibility with tank mates should not be overlooked and is not our responsibility. The quality of the water and a proper diet will help with the long term health of the animal you are purchasing. Inconsistent maintenance routines, poor water quality, and unhealthy diet is the responsibility of the hobbyist.

Conditions to Qualify for our Live Arrival Guarantee:

  • All claims must be brought to our attention within 2 hours of the package being delivered. (Please follow the instructions provided below)
  • A clear photograph of the damaged, sick, or dead fish, invertebrate, plant or dry good is required.
  • Please provide one photograph of the unopened bag that contains dead livestock with the bag tie facing down as well as a second photograph of the dead livestock on top of the styrofoam box top for easy counting purposes.
  • Livestock claims are void if the customer misses the first delivery attempt.
  • If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is the customer’s responsibility to check the tracking number for delivery. Tracking numbers can be found within the order shipment notification emails.
  • It is the responsibility of the customer to provide us with the correct shipping information. We can not be held responsible for deliveries made to the address that was provided to us if that address was incorrect.   Forwarding addresses will void guarantee.
  • The shipment must be sent to the correct delivery address, and not forwarded to another address. Forwarding of packages results in an extra day or more in transit.

Submitting Your Claim:

Please follow the instructions below to submit your claim

  1. Email [email protected] with your order number in the subject line.
  2. Please note what the issue is. Examples include: DOA (Dead on Arrival) livestock or damaged dry goods.
  3. For all livestock claims, please specify how many fish or inverts arrived DOA. For dry goods, please specify the issue or problem with the shipment.
  4. Please provide the following photographs in your email claims for livestock issues:
    1. A photograph of the unopened bag that contains the dead livestock with the bag tie facing down.
    2. A photograph of the dead livestock on top of the Styrofoam box for easy identification.
  5. If an item is missing from the shipment, please provide a clear photograph of the packing slip, as well as any of the items you did receive.

Offers for Claims:

  • Our customer service team will review your claim and get back to you as soon as possible. Also note, there is limited customer service hours on weekends.
  • We will offer you a refund for the cost of the item in the form of store credit.  No cash or credit card refunds will be issued.
  • Store credits are sent out via email in the form of an Anchor Aquarium gift card which will never expire.
  • All Shipping charges are non refundable.

 Return Policy:

  • We do not accept returns for any livestock, plant, or perishable items.
  • Refunds for dry goods are accepted for unopened and unused items only. The cost of shipping will be covered by the customer. Store credit will be given for the price of the item.
  • Shipping charges are non-refundable.

Please reach out to [email protected] if there is an issue with your purchase.