FAQs and general information

🧾 Return Policy — Supplies

We want you to be fully satisfied with your purchase. If you receive a supply item that is defective, damaged, or incorrect, please contact us within 7 days of delivery to initiate a return or exchange.

Eligibility

  • Item must be unused and in original packaging

  • Returns must be requested within 7 days of delivery

  • Custom or made-to-order items (e.g. printed frag racks, branded tags) are non-returnable unless defective

Process

  1. Email us at CopperCoastAquatics@gmail.com with your order number and a brief description of the issue

  2. Include clear photos of the item and packaging

  3. Once approved, we’ll provide return instructions or issue a replacement/refund

Refunds

  • Refunds are issued to the original payment method within 5–7 business days of receiving the returned item

  • Shipping costs are non-refundable unless the return is due to our error

⚠️ DOA (Dead on Arrival) Policy — Livestock

We take every precaution to ensure your livestock arrives healthy and safely. In the rare event of a DOA (Dead on Arrival), we offer a refund or credit under the following conditions:

Documentation Requirements

  • Notify us within 2 hours of delivery (based on carrier timestamp)

  • It is the buyer’s responsibility to receive the delivery in a good timely matter.*

  • Send clear photos or video of the DOA item in its original, unopened packaging

  • Include your order number, delivery timestamp, and any relevant notes

What’s Covered

  • Livestock that arrives deceased or fatally injured

  • Only items shipped via approved overnight methods with proper acclimation instructions followed

What’s Not Covered

  • Livestock that perishes due to delayed acclimation, improper tank conditions, or missed delivery

  • Orders shipped outside of recommended temperature windows or held by carriers

Refunds & Credits

  • Once documentation is reviewed and approved, we’ll issue a refund or store credit for the affected item

  • Refunds are processed within 3–5 business days

  • Partial refunds may be issued for multi-item shipments

⚠️ DOA Policy — Livestock (Customer-Paid Shipping)

If the customer paid for overnight or priority shipping:

  • Shipping costs are not refunded in DOA cases where the product was mishandled by the customer, delivery window was missed, or if one or more other livestock was shipped with the DOA item.

  • Refunds or credits apply only to the livestock item(s) that arrived DOA.

  • Refunds of shipping may be issued in cases product was mishandled or mispacked by Copper Coast Aquatics staff.

📸 Documentation still applies:

  • Photos/video of the DOA item in original packaging

  • Timestamped delivery confirmation

  • Claim submitted within 2 hours of delivery