Return/Refund/Store Credit Policy
Please read our store policy carefully before placing an order. If you have any questions, please ask us and we will explain clearly.
Store Policy
At Violet Aquarium we deal with live animals and our job is to deliver your product alive, we provide an arrive alive guarantee.
Occasionally your purchase may arrive dead, we consider this Dead on Arrival or DOA. Once we have confirmed your product was DOA, we issue store credit for the cost of the product.
To make a DOA claim we require that the customer send a short video (10-15 seconds) of the deceased fish on a white background (a paper towel works) to our email aquarium@violetaquarium.com.
For a DOA claim to be honored: the video of the fish must be taken outside of the bag and out of water, and the claim must be filed within 3 hours of the arrival time as stated by UPS.
The DOA policy only applies to fish that arrived dead. It does not apply to fish that died during acclimation, or fish that die for any other reason after their arrival.
For DOA claims regarding purchases made involving store credit: further store credit will only be issued for cost of product beyond credit usage. We do not issue credit for credit.
Occasionally orders will leak a small amount of water, this is normal and should not cause alarm unless the fish have died.
Do not refuse shipment. Once an order has been fulfilled, even if you suspect an issue with the order, do not refuse shipment or you will not be eligible for DOA credit.
No store credit is issued for corals and invertebrates.
Orders are shipped using UPS Next Day Air and should arrive before noon the day after fulfillment. There is a small chance that an order will be delayed by UPS. We do not assume responsibility for UPS delays.
Walk-in Customers
All sales are final. When you select a fish from our store it is assumed that you have taken the time to inspect it and verify that it is in healthy condition. Once you purchase the fish and leave the store, we are no longer responsible for its condition and do not provide any warranty or offer any exchanges or returns.
When you visit the store there is no guarantee that the entire store will be open to customers.
We are primarily an online business. For this reason, employees may not be able to spend time assisting you during your visit. We provide terminals where you can access our online store and see which fish are available. Once you know what you would like to order an employee will be made available to help you finalize your purchase.