Política de reembolso

100% Live Guarantee

We offer a 100% live guarantee on all live fish, shrimp and snails.  You must be home to receive your package and any dead on arrival (DOA) plants, fish, shrimp or snails must be photographed and sent within 2 hours of receiving your shipment.  You must immediately open the shipment and place it into a cycled aquarium.  Please email clear photos with your order number and details to orders@tailsandsnailsaquatics.

We are not responsible and will not refund or replace any live items that do not meet the above guidelines. 

All DOA fish, shrimp and snails will be replaced or refunded, but the 

Returns
We do not offer returns on any live fish, live plants, shrimp, snails or any other perishable product. 

Refunds (if applicable)

You may return any non-perishable product for a full or partial refund.  We do not refund shipping and you must pay shipping to return the item to us. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at orders@tailsandsnailsaquatics.com 

Sale / Clearance items (if applicable)
Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ORDERS@TAILSANDSNAILSAQUATICS.COM 


Shipping
To return your product, you should mail your product to: Tails and Snails Aquatics, 1105 Chase Trail, New Lenox IL 60451, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.