Moe’s Aquatics takes the best care to ensure that your aquatic animal arrives alive and in good condition, excluding stress from shipping. On the rare case that the animal does not make the trip we will provide you with one of the following, so long as the shipping policy is followed.
You will receive a refund for the deceased fish, excluding extras provided as DOA, based its portion of the shipping fee (when charged) and the price of the fish at the time of purchase.
You may…
- Choose store credit. If you place a new order within 30 days, and for the same type of fish that arrived DOA, the lowest (sale) price will be honored. You will be responsible for the shipping fee.
- Receive a refund via PayPal, Zelle or Venmo
To file a DOA claim, you must contact Moe’s Aquatics at MoesFishroom@gmail.com within 2 hours of delivery for fish, shrimp or plants, or 24 hours for snails.
Provide clear pictures from multiple angles of the dead animal or unsatisfactory plant while still in the sealed bag. If shipped in a deli container, provide video proof that the animal is deceased.
Feeder snails (bladder, ramshorns):
Feeder snails are sold in groups of 100 and contain 20 extra snails per purchase. If you have more than 20 snails that arrive deceased (shells are clear) or are still floating after acclimating for 12 hours, then reimbursement will be as follows:
- More than 10-25 snails (above the DOA allotment): 25% of the snail cost and 25% of the shipping fee will be refunded.
- More than 25 snails (above the DOA allotment) will receive 100% refund for snails and shipping.
Other Items:
If you purchase an item that is not living (it could be argued that rock is alive, but lets not worry about semantics here). We are talking about not fish, snails, shrimp or plants; the item can be returned without explanation given so long as it’s in its original packaging, or if not packaged it has not been submerged in water. The expectation is the returned item can be resold at a discounted rate. If the item arrives to you damaged or defective, we will replace the item at no cost to you and will provide you with return shipping label for you to return the item to us.
Care Policy:
It is important that the animal that is being sent to you is in the best health of its life so Moe's Aquatics always quarantines all snails, fish, and shrimp (further known as "fish") for a minimum of two weeks before they are able to be shipped. Sometimes, this means that a new fish may not be ready as anticipated. Also, we sometimes miss signs and although we try our best there is a slight chance that your fish may contain a disease or genetic abnormality that wasn't caught prior to shipping. We will always make it right.
Plants:
Know that all plants may contain snails. This was stated in the original listing of the plant, and is being stated here. It is your responsibility to dip the plant appropriately for snails or parasites before adding it to your aquatic environment. Refunds will not be provided for snails or parasites that make their way into your tank from our plants.
Fish “Get Along” Shirts Not Available (aka not happy with animal)/Customer Service Policy
Our goal is to make sure you are a satisfied customer. Sometimes, that means we will go above and beyond our refund and return policy for the right situation. I know, how dare us... right? We get it. Stuff happens and sometimes the fish you thought would go great in your community tank turns into Rambo taking out fish left and right... or the other way around!
If you are not completely satisfied with your purchase we will provide you with store credit for the value of the fish you purchased (not shipping) within 30 days of purchase. Even if you decide to keep the fish, however we do recommend that you rehome it. Note: we reserve the right to revoke this portion of the policy at any time if we suspect that there is intentional abuse of our customer service policy. It is not our intention, nor responsibility to police this policy or police your tanks, so be good little minnows and do the right thing.
For the Horde! I mean... for the benefit of the shoal.
In addition, we assume that you have done your due diligence at the time of purchase to ensure your environment will be a healthy and happy one for your new fish. However - if you are local to Moe’s you can return the fish to us within the 30 day timeframe, no questions asked. Well, I’ll probably have questions but we won’t deny it… even if the reason is that the fish gives you the stank eye on day and now you are worried it will try to eat you in the middle of the night. Remember - if it fits, it eats. We will take the fish back even if it’s a little beat up (but not sick due to parasites, please). If we do not have an adequate fish at the time, we can give you store credit to be used at any time, or a cash refund. If you do not return the fish it will be store credit only.
Before You Give Us a Bad Review…
Remember. We are human. The use of “we” here, is really just me unless the family helps and even then, they do not pick-out or handle the fish like I do. So, when you leave a bad review, you are leaving a little old lady in Seattle a bad review. No, I do not have a rocking chair, but I do knit... and truth be told I'm not all that little, nor old, and some could argue I am not very lady like. But, I DIGRESS. If anything, it can be argued that I have a horrible sense of humor, a little too sarcastic and sometimes have RBF... but i'm still chill, ya know?
Sometimes we can't resolve the issue and Unhappy Customer (≠) happy me. There may be circumstances where you cannot receive a refund or store credit because you did not follow the policy (and even then, I’m pretty forgiving). Please know that we will do everything we can to find a fair and reasonable resolution to situations that do not fit within our DOA and Shipping policy. We ask our customers to also give us an opportunity to find a reasonable resolution prior to giving us a bad review. That way, if you choose to provide a bad review, you are also able to provide information about the resolution we offered and why it did not work for you.
I'll be honest though... we love bad reviews as much as we love good reviews. I see them as a good way to grow, I'm not infallible but I do want to serve my customer the best way possible.