Refund policy

My Aquarium Direct is a brand operated by Heaven Shops, LLC which is founded in Wyoming, USA.

We appreciate your business and want you to be confident when shopping with My Aquarium Direct. If you need to return an item, the following policy applies to all orders shipped within the USA.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible, items must be:

Unused
In original packaging
In the same condition as received

2. Non-Returnable Items

We cannot accept returns for:

Opened, used, or installed items
Aquariums, tanks, or large fragile items unless damaged on arrival
Opened food, supplements, or water treatments
Clearance or final-sale items
Items damaged due to customer misuse

3. Return Shipping Cost

Customers are responsible for the cost of return shipping.

We recommend using a trackable shipping service because we cannot guarantee receipt of the returned item.

4. Restocking Fee

All approved returns are subject to a 25% restocking fee.
This fee covers inspection, repackaging, and inventory handling.

5. Return Label

We do not provide return labels.
You must purchase your own label from your preferred courier.

6. Refund Processing Time

Once your return is received and inspected, refunds are processed within: 10 business days

Refunds are issued to the original payment method only.

Shipping fees are non-refundable.
The restocking fee will be deducted from your refund amount.

7. Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please contact us within 7 days of delivery.

Provide:

Order number
Photos or video of the issue
Description of the problem

We will replace or refund the item at no cost to you in these cases.

8. Order Cancellations

Orders may be canceled within 2 days of purchase, provided the order has not yet shipped.

If the order has shipped, cancellation is no longer possible. The return process must be followed.

9. Lost or Stolen Packages

If the tracking information shows the package delivered, but you did not receive it, please contact the courier to file a claim.

We are not responsible for:

Stolen packages
Packages delivered to the wrong address due to customer error

10. How to Start a Return

To request a return or report a problem, contact us:

Store Name: My Aquarium Direct
Registered Company: Heaven Shops, LLC
EIN: 37-2159692
Phone: +1 (978) 748-6248
Email: support@myaquariumdirect.com
Business Address: 30 N Gould St Ste R, Sheridan, WY 82801, USA.

Business Hours: Monday-Friday 9:00AM-5:00PM (GMT-07:00) Mountain Standard Time (Denver)
Response Time: We strive to respond to all inquiries within 24 hours.
Order Cut-Off Time: 5:00pm (GMT-07:00) Mountain Standard Time (Denver)