Dry goods Return/Exchange Policy
We provide 15 days from the purchase date on receipt as a return or exchange on products that are not used, opened or damaged. On items which are returned or exchanged within the 15 days of the purchase date on receipt and are an open package, a 20% restocking fee will be applied and an exchange credit is provided towards a new purchase. We will not take back damaged or opened unsellable items. We do not provide returns and exchanges for items over 30 days from receipt. In cases where there was a transaction fee such as but not limited to credit cards, the fee will be deducted from your total refund amount.
Live goods Return/Exchange Policy and DOA during Shipping
Here at Concrete Blonde Aquatics, there is pride taken for every part of our work. This includes the helpful customer service, excellent health of livestock and creating a happy customer. However with so many factors that could arise once your livestock is in your possession, we cannot provide any guarantees or warranties on the livestock. We do not return livestock or food.
During shipping, every fish/coral will be packed to ensure a minimize leaks or damage that may occur during shipping. We ship with styrofoam boxes utilizing hot or cold packs when necessary to protect them from the outdoor elements during shipping. All orders are shipped either overnight with FedEx where available. In some instances, same day with West Jet Cargo might be utilized.
In the rare event that we may take in livestock as a trade or return, a 30% value of retail price will be provided as an in store credit towards another purchase of livestock and will be subject to review.
Standard DOA Policies
- When your order ships, you will receive an e-mail containing your order confirmation and item number(s) and tracking number in order to make arrangements to sign for your order on arrival.
- In the rare event that you receive a damaged or dead (DOA) coral/fish, please send 1 clear picture while in the bag and 1 clear picture laid on a paper towel, within 2 hours of arrival/pickup time. We will review all of the information for determination. For validates DOA’s, we will issue a full credit for the original purchase price or will offer a replacement of the same variety and comparable size.
- Shipping costs will not be refunded or credited due to DOA corals. If a customer wishes to receive only the replacement coral(s), shipping will be at the expense of the customer.
- All livestock will require an “Direct Signature” for delivery. This means someone from your home must sign for the delivery. Packages WILL NOT be left on a doorstep without a signature. For packages that are not signed, signed for by a neighbour, or if there are any transport issues out of our control, the standard DOA policy will be void.
- When overnight shipping or West Jet Cargo same day shipping is not available or rejected, the customer can choose to ship 2 day. The DOA policy is not applicable and no guarantees are provided.
- We also suggest having your order shipped to your local facility for hold until pick-up. This prevents your animals from travelling around in the back of a hot/cold truck all day long. Should you choose this option, we require pick-up within 2 hours of arrival of your package. In order to have your package held at your local shipping depot, please make a note in the “comments” section of the checkout page or send us an email right after your purchase.
- Carrier delays due to mechanical failures, weather, or random acts of God which result in loss will not be covered under the guarantee.
- If a package is rejected for any reason, the customer will be responsible for the full cost of the shipping invoice.
- Special orders or “cut-to-order” frags will require an average of 2-weeks healing prior to shipment to ensure a healthy specimen. If customer chooses not to wait, DOA policy is not applicable and no guarantees are provided.
- Any orders which are cancelled must be done so within 24 hours and are subject to a 25% restocking fee.
*Make note that any other discounts or coupon codes cannot be used when receiving free shipping unless it is provided in a combined discount or coupon code.
Acclimation Guide
Fish, Corals and Invertebrates
Bag Method
- Float bag in aquarium or sump for 5-10 minutes
- Replace to ¼ of bagged water with aquarium water. Dispose of bagged water; do not add it to the aquarium. Repeat this process every 15-20 minutes
- Once the salinity in the bag matches aquarium salinity, use a net to remove fish from bag and place into aquarium; do not add bagged water into aquarium water
Drip method
- Place bagged water with livestock into a container
- Place a heater matching the temperature of aquarium into the container
- Add a drip line from aquarium to container, approximately 3-4 drops per second
- Once the salinity in the container matches aquarium salinity, use a net to remove fish from container and place into aquarium; do not add left over water into aquarium water
You can also use a combination of methods where as to add the livestock into a container and replacing ¼ of the volume with aquarium water every 10-15 minutes.
Once the salinity in the container matches aquarium salinity, use a net to remove fish from container and put into aquarium; do not add left over water into aquarium.
