Shipping & DOA Policy

Last updated: May 27, 2024

1. Shipping Schedule: Orders will be shipped only on Tuesdays and Wednesdays. Once we ship your order, you will receive an email notification with the FedEx tracking number, so you can track your shipment.

2. Order Processing: Orders will be prepared after all payments have cleared and may take up to 3 days to process. Payments received after 12 pm EST on Wednesday, Thursday, and Friday will ship on the following Tuesday. Payments received on Saturday and Sunday will ship on Tuesday of the upcoming week.

3. Transit Responsibility: Source Aquatics is not responsible for misplaced, lost, or stolen packages during transit. Under all circumstances, FedEx, UPS, or Purolator is responsible for your package during transit. We will do our best to assist customers regarding missing packages.

4. Shipping Delays: Source Aquatics has no control over delays in the shipping process. Customers are encouraged to contact FedEx, UPS, or Purolator customer service to track orders and answer questions regarding shipping times.

5. Shipping Address: Orders will be shipped to the address provided at checkout. Source Aquatics does not ship to P.O. Box addresses.

6. Address Accuracy: Source Aquatics will not refund orders that were provided with insufficient, inaccurate, or invalid addresses.

7. Shipping Costs: No refunds on shipping costs for any reason.

Sales Policy

1. Final Sale: All sales are final.

2. No Exchanges: No exchanges will be accepted.

3. Death During Acclimation: No refund will be issued for any deaths that occur during or after your acclimation process.

4. Health Concerns: In rare occasions, if a fish's health is not satisfactory, we will not ship the fish. We will offer the customer the option to purchase a different fish or provide a refund.

DOA (Dead on Arrival) Policy

1. Unboxing Video: All orders must include a video of the unopened box being cut open and the unopened bag showing the DOA (Dead on Arrival).

2. Notification Period: The video of any DOAs must be sent to us within 2 hours of delivery confirmation by the carrier. After receiving the video, we will advise you on what to do with the DOAs. Do not discard until instructed.

3. Guarantee Void: Failure to notify us within the 2-hour time period will void any guarantees.

4. Store Credit: All authorized DOAs will be issued as store credit that can be applied to any future livestock purchase. No refunds will be provided.

5. Carrier Delays: We are not responsible for DOAs due to carrier delays.