Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at schalkxaquatics@gmail.com.

You can always contact us for any return question at schalkxaquatics@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, fish, or plants).  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Dead on Arrival (DOA) Guarantee

At Schalkx Aquatics, we take great care in selecting, conditioning, and packaging our livestock to ensure they arrive healthy and in excellent condition. While DOA incidents are rare, we understand that live animal shipping carries inherent risks. For this reason, we offer the following Live Arrival Guarantee.

Live Arrival Guarantee

We guarantee that all livestock shipped by Schalkx Aquatics will arrive alive and in good condition when shipped using our recommended shipping methods and delivered on the first delivery attempt.

In the unlikely event of a Dead on Arrival (DOA), eligible claims will receive either:

  • Store credit equal to the value of the affected livestock

  • A replacement animal (subject to availability)

  • Refund to method of payment

The method of compensation will be determined at the discretion of Schalkx Aquatics.

Shipping charges are non-refundable.

DOA Claim Requirements

To qualify for our DOA Guarantee, ALL of the following conditions must be met:

  1. Claims must be submitted within 2 hours of the courier's recorded delivery time.

  2. Clear photographs of the deceased livestock must be provided:

    • Inside the original unopened shipping bag.

    • Outside the bag after removal.

  3. A short video may be requested to verify the claim.

  4. The original packaging must be retained until the claim is resolved.

  5. The shipment must have been received on the first delivery attempt.

Failure to meet any of the above requirements may result in denial of the claim.

Exclusions

The DOA Guarantee is void if:

  • The package is left unattended after delivery.

  • Delivery is delayed due to incorrect shipping information provided by the customer.

  • The customer is unavailable for the first delivery attempt.

  • Livestock is damaged or dies after acclimation or introduction into the aquarium.

  • The customer chooses a shipping method not recommended by Schalkx Aquatics.

  • The claim is submitted after the 2-hour claim window.

Weather and Shipping Holds

To protect the health and welfare of our livestock, Schalkx Aquatics reserves the right to delay shipments due to extreme weather conditions, transportation disruptions, or other circumstances that may compromise safe arrival.

Customer Responsibility

Customers are responsible for:

  • Monitoring tracking information.

  • Being available to receive their shipment upon delivery.

  • Ensuring their aquarium is fully cycled and suitable for the livestock ordered.

  • Following proper acclimation procedures upon arrival.

Limitation of Liability

Live animals are sensitive to transportation stress and environmental conditions. Schalkx Aquatics' liability is limited solely to the replacement or store credit value of approved DOA livestock. We are not responsible for losses occurring after livestock has been acclimated or introduced into the customer's aquarium.

By placing an order with Schalkx Aquatics, the customer acknowledges and agrees to these terms.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at schalkxaquatics@gmail.com.