Cancellations & Refunds Policy
At My Aquarium Direct, we are proud to offer one of the most flexible return policies in the industry. You can cancel your order free of charge any time before it ships (certain exclusions may apply, such as custom orders – see below).
For any inquiries, feel free to reach out to us via email at support@myaquariumdirect.com or by phone at (978) 748-6248.
Cancellations (Before Shipment)
If you need to cancel your order, please get in touch with us as quickly as possible so we can process a full refund before your order departs from the warehouse. Our customer service agents are available during business hours at (978) 748-6248, via the chat option in the bottom right, or by emailing support@myaquariumdirect.com anytime.
Cancellations of Custom Orders
Custom-made or made-to-order products are non-refundable and cannot be canceled once the order is placed, as production begins immediately upon receipt of your order.
These products are made to your exact specifications or created once your order is received. Once your order is confirmed, we begin building your unit. Your warranty will ensure that the product you receive is fully functional and operational. If you are unsure whether your order is custom or made to order, please contact us for clarification.
Please note: All sales are final on custom-made and made-to-order products.
Refunds and Returns
If you wish to exchange a product, you may do so, though you will be responsible for any shipping charges associated with returns or exchanges.
Not all orders are eligible for return after shipment. Since we source many of our products directly from manufacturers, some may have policies that prevent returns. This can vary by case, so please contact us for information specific to your product or brand.
Due to rising LTL/freight shipping costs, returns will incur a 25% restocking fee, in addition to the return shipping costs. If you're exchanging for a different product, we may be able to assist with covering some costs depending on the item.
You have 30 days from receiving your order to request a return. However, please refer to the specific return policy on the product page, as manufacturer-specific return policies may override the general 30-day return window.
Shipping Times
We strive to process and ship orders promptly. Estimated shipping times are provided on product pages, based on information from our suppliers and freight companies. These times may change without notice due to factors like supply chain delays, manufacturing issues, or high shipping demand.
Order delays are sometimes unavoidable and outside of our control. We ask for your patience and understanding during these challenging times, and we appreciate your business.
Terms of Sale
By making a purchase from My Aquarium Direct, you agree to the following:
- You will inspect the package upon delivery and document any damage. Photos and a description of any damage should be submitted to support@myaquariumdirect.com within 24 hours of delivery.
- You are responsible for return shipping and the cost of shipping a replacement product in the event of a return or exchange.
- Products must be returned unused and unopened. A restocking fee may apply.
- If your order has already been shipped, a full refund is no longer possible.
- For returned items, you are responsible for the return shipping fees and a restocking fee, which typically ranges around 20%.
- Shipping date estimates on product pages are approximate and can change due to factors outside our control.
- You agree not to cancel an order or initiate a chargeback due to shipping delays or estimated shipping times that may change.
Damages
Please inspect your items upon delivery. If there is any damage, please take note of it when signing for the delivery. Should the item arrive damaged, send clear photos of the damage, box, and SKU, along with a brief description to support@myaquariumdirect.com. We will initiate an insurance claim for the damage. Freight damage claims must be reported within 24 hours of delivery. Any visible damage or punctures must also be reported within 24 hours.
Warranty
Warranties vary by manufacturer – please refer to individual product pages for specific warranty details. Damages that occur over time due to usage are typically not covered. If the item was damaged upon arrival and not reported within 30 days, it is not eligible for a warranty claim.
Return Shipping Costs
You, the customer, are generally responsible for return shipping fees in cases of customer error or returns, unless stated otherwise on the product page.
Most products are covered by a warranty, ensuring you receive a fully operational product with no additional costs. Please refer to the product page for specific warranty details.
BOGO Promotions
For Buy One, Get One (BOGO) promotions, both items must be returned for a full refund. If one item is returned, you will receive a replacement or store credit for the value of that item. If the order has already shipped, you will also be responsible for return shipping fees and any applicable restocking fees, depending on the manufacturer.
Refunds will be issued only to the original credit card used for the purchase.
Chargebacks
Our team is committed to helping you resolve any issues. We aim to provide fair and industry-leading policies to assist you. If you experience any issues, please contact us directly for resolution before filing a chargeback.
If a fraudulent chargeback is filed, the customer will be held criminally liable for theft. If you have not received your order or are facing an issue with the product, please contact us directly, and we will work to resolve it.
For any questions, please contact support@myaquariumdirect.com.
By using the site, you agree to these Terms of Use. If you do not agree, please refrain from using the site.