At Fish Supplies, we’re dedicated to providing aquarium enthusiasts worldwide with premium aquatic products and exceptional service. Whether you’re setting up your first aquarium or expanding your underwater ecosystem, we want your shopping experience to be smooth and worry-free.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods
We offer two convenient shipping options to meet your needs:
- Standard Shipping ($12.95) – Delivered via DHL or FedEx within 10-15 business days after shipment
- Free Shipping – Available for orders over $50 via EMS with delivery in 15-25 business days after shipment
Note: We currently ship worldwide except to certain Asian countries and remote locations. Shipping times may vary depending on customs processing in your country.
Returns & Exchanges
We stand behind our aquarium products and want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.
Return Eligibility
You may return most aquarium products within 15 days of receiving your order if they meet these conditions:
- In original, unopened packaging
- In new, unused condition
- Accompanied by original receipt or order confirmation
Non-Returnable Aquarium Products
For health and safety reasons, we cannot accept returns on:
- Opened Aquarium Test Kits (due to potential contamination risk)
- Used Aquarium Filter Media (biological contamination concerns)
- Custom or special-order Aquariums and Cabinets
How to Return an Item
- Initiate Your Return
Email us at [email protected] within 15 days with:- Your order number
- Item(s) you wish to return
- Reason for return
- Whether you prefer a refund or exchange
- Receive Authorization
We’ll email you a Return Merchandise Authorization (RMA) number and instructions within 2 business days. - Package Your Items
Securely pack items in their original packaging with the RMA number clearly visible. - Ship Your Return
Send 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 processed within 3-5 business days
- Method: Funds 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):
- Follow the standard return process above
- Clearly indicate in your email that you wish an exchange and specify the replacement item
- We’ll process the exchange once we receive your return
- 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
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 shipping or return questions. Contact us at [email protected] and we’ll respond within 24 hours.
Thank you for choosing Fish Supplies for your aquatic needs!