Returns & Refunds

We want you happy with every order, but live animals are not like other products. This policy explains what we can and cannot take back, and how refunds work.

Live animals are sold as-is

We do not accept returns of live fish, shrimp, snails, or plants. Once an animal leaves our care and enters your tank, its health depends on conditions we cannot control. Reshipping a live animal a second time is hard on it and rarely ends well. Livestock is final sale, covered only by the Live Arrival Guarantee below.

Live Arrival Guarantee

Every animal is guaranteed to arrive alive. If any arrive dead on arrival, photograph them in the unopened bag and file a claim within two hours of delivery, following our Shipping Information / DOA Policy. Approved claims are refunded for the value of the affected animals, or reshipped on the next ship day when stock allows. Shipping charges are not refundable.

Cancellations and changes

Need to change or cancel an order? Email help@jojoaquatics.com before it ships and we will do our best. Once an order is packed for a live shipment we cannot cancel it.

Refunds

Approved refunds go back to your original payment method. Banks vary, but most refunds post within five to ten business days. If a refund has not appeared after ten business days, write to us and we will track it down.

Questions

Anything unclear, ask first. Email help@jojoaquatics.com and we will walk you through it.