Refund policy

Zan’s Aquatica – Return & Exchange Policy

At Zan’s Aquatica, we’re committed to making sure you love every product and creature you bring home. Below you’ll find our policies for returns, exchanges, and replacements.

🐟 Livestock Sales

All livestock purchases are final. Due to the sensitive nature of live animals and the packaging required to ship them safely, we do not accept returns on livestock.

For any issues related to live arrivals, please see our DOA Guarantee below.

📦 Dry Goods Return Policy

We accept returns on dry goods under the following conditions:

✅ Eligible for Return:

  • Unopened, unused products in original packaging (within 14 days of purchase)

  • Opened but unused items may be approved at our discretion

🚫 Not Eligible for Return:

  • Items that have been used or come into contact with water

  • Damaged or altered products

📸 To request a return:

  • Email a video clearly showing the product is unused to:
    info@zansaquatica.com

  • Include your order number in the email

Our team will review your request and respond with return instructions if approved.
Customers are responsible for return shipping costs. Original shipping charges are non-refundable.

💳 Refunds & Store Credit

If your product is defective or was sent in error, we will offer a refund or exchange, including shipping costs.

To qualify:

  • You must provide a video showing the defect and product condition

  • Email your video and order number to info@zansaquatica.com

All claims are reviewed on a case-by-case basis.

❄️ DOA (Dead on Arrival) Guarantee – Livestock Only

If your livestock arrives deceased, we’ve got your back. To be eligible for credit or replacement:

  1. Email clear photos or video of the livestock in its original, unopened packaging

  2. Must be sent within 2 hours of delivery confirmation

  3. Include your order number and a photo of the packing slip

  4. If temperatures are below 50°F, a heat pack must have been purchased to qualify

🚚 Shipping Issues

We are not responsible for delays, damages, or lost shipments caused by USPS, UPS, FedEx, or other carriers. However, we will assist in filing a claim if needed.

🛒 In-Store Purchases

In-store items follow the same return policies listed above. Just bring your receipt and product to the shop during normal business hours for assistance.

📧 Questions? Contact our team at info@zansaquatica.com or call 818-821-4432
📍 Visit us: 8905 Glenoaks Blvd Unit E, Sun Valley, CA 91352
🕒 Open Wed–Sun, 11AM–6PM