Nu Aqua Livestock Guarantee & Return Policy

Nu Aqua Livestock Guarantee Policy

We guarantee live arrival on all overnight shipments, provided they arrive on the projected day of delivery. Only overnight deliveries come with this guarantee. We do not guarantee live arrival on shipments sent via slower shipping methods. Shipping charges of any kind are not covered by our Live Arrival Guarantee. Guaranteed livestock determined to have arrived DOA will be refunded equal to the value of the item lost. Instructions for submissions are as follows:

• At least two clear photographs of DOA livestock inside the unopened bag are required to receive credit.
• Images must clearly show the deceased livestock in the unopened bag. These images must be received within four hours of package delivery.
•  Please email photos of the livestock and include order number with a brief explanation.

Late photographs or those depicting livestock outside of the shipping bag (e.g. in a bucket or tank; out of water) can not be accepted and will not result in a refund.

Opening the shipping bag(s) ends the ‘arrival’ period and, without appropriate photographs, indicates that the livestock is acceptable in the condition they arrived.

Nu Aqua Return Policy:

We do not accept returns for any livestock, plant, or perishable items. Hard goods (NOT including wood and rock) can be returned up to 30 days after purchase for a full refund if the product is unused, new, and sealed in its box. All sales of wood and rock are final. We offer store credit for items that have been opened and used, but please note this is on a case-by-case basis and Nu Aqua reserves the right to provide solutions deemed fit pertaining to each inquiry. A 30% restocking fee will apply to refunds that are issued for open or used items or items that do not get returned with their original packaging. Customers will have to pay return shipping fees and shipping is non-refundable.