At Fish Supplies, we take pride in providing quality aquarium products to fishkeeping enthusiasts worldwide. While we carefully inspect all items before shipment, we understand that sometimes returns or exchanges are necessary. Please review our policy below to ensure a smooth process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange, provided they are:

  • In original, unopened packaging
  • In new, unused condition
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items

For health and safety reasons, the following aquarium products cannot be returned:

  • Opened Aquarium Test Kits (potential contamination risk)
  • Used Aquarium Filter Media (biological contamination concerns)
  • Custom or special-order Aquariums and Cabinets

Return Process

  1. Initiate Your Return: Email us at [email protected] within 15 days of receiving your order with:
    • Your order number
    • Item(s) you wish to return
    • Reason for return
    • Whether you prefer a refund or exchange
  2. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
  3. Package Your Items: Securely pack the items in their original packaging with the RMA number clearly visible on the outside.
  4. Ship Your Return: Send the package to:
    Fish Supplies Returns
    16 Conway Street
    Shelburne Falls, MA 01370
    USA

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Please allow 5-10 business days for the refund to appear on your credit card statement, depending on your financial institution.

Exchange Process

For exchanges of aquarium products (where available):

  1. Follow the standard return process above
  2. Clearly indicate in your email that you wish an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Incorrect Items

If you receive damaged or incorrect aquarium supplies:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damaged item(s) and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number]

Dear Fish Supplies Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for [Product Name]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Questions?

Our aquarium experts are happy to help with any return questions. Contact us at [email protected] and we’ll respond within 24 hours.

Thank you for choosing Fish Supplies for your aquatic needs!