Thank you for shopping with BZ Aquarium at brineshrimphatchery.com. We hope you are delighted with your purchase. However, if you need to return or exchange an item, we’re here to help! Please read our policy carefully to ensure a smooth and hassle-free process.

Return and Exchange Eligibility

1. Time Frame: Items must be returned or exchanged within 14 days from the date of receipt.
2. Condition: Items must be unused, in the same condition that you received them, and in the original packaging.
3. Proof of Purchase: A valid proof of purchase, such as an order confirmation email or receipt, is required.

 

Non-Returnable Items

Certain items are non-returnable, including but not limited to:

• Items that have been used or damaged by the customer
• Custom-made or personalized items

 

Return Process

1. Initiate a Return: Contact our customer service team at CS@brineshrimphatchery.com with your order number and reason for return.
2. Return Authorization: Once your return is approved, you will receive a Return Authorization (RA) number and return instructions.
3. Shipping: Pack the item securely and include the RA number inside the package. Ship the item back to us at the address provided in the return instructions.

• • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • We recommend using a trackable shipping service or purchasing shipping insurance for items of high value.

 

Exchanges

1. Initiate an Exchange: Follow the same process as returns to contact our customer service team.
2. Availability: Exchanges are subject to product availability. If the requested item is not available, a refund will be processed.
3. Shipping Costs: Customers are responsible for shipping costs associated with exchanges unless the item is defective or incorrect.

 

Refunds

1. Inspection: Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria.
2. Processing Time: Refunds will be processed within 2-5 business days after the inspection is complete.
3. Refund Method: Refunds will be issued to the original payment method. Please note that it may take additional time for the refund to appear on your statement depending on your payment provider.

 

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at CS@brineshrimphatchery.com. We will arrange for a replacement or refund, including shipping costs.

 

Need Help with Product Use?

If you’re unsure how to use a product, please don’t hesitate to contact our friendly and knowledgeable customer service team. We are passionate about helping you succeed with your brine shrimp hatchery and will gladly guide you through the process to ensure you hatch healthy brine shrimp.

 

Customs and Duties

Please note that return shipping costs, customs fees, and duties are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance for items of high value.

 

Contact Us

If you have any questions or need assistance with your return or exchange, please contact our customer service team at:

• Email:CS@brineshrimphatchery.com
• Phone:(302)481-6656 (Text Only)
• Live Chat:IM tools in the lower right corner

Thank you for shopping with BZ Aquarium at brineshrimphatchery.com. We appreciate your business and are committed to providing you with the best customer service experience.