Refund policy
RETURN & REFUND POLICY
Tide N Tails LLC — Return & Refund Policy
Effective Date: October 7, 2026
At Tide N Tails, we take the health and safe arrival of our livestock seriously. Because we sell live aquatic animals, our return and refund policies are different from those for ordinary merchandise.
Live Animal DOA Guarantee
Tide N Tails provides a 2-hour live-arrival guarantee on eligible live livestock.
If an animal arrives deceased, you must contact us within 2 hours of the carrier’s recorded delivery time.
For a DOA claim:
- Take clear photographs of the unopened shipping bags before opening them.
- Take clear photographs or video of the deceased animal(s).
- Photograph the shipping label if requested.
- Provide your order number.
- Tell us the number and type of deceased animals.
- Email all required documentation to tidentails@yahoo.com within the 2-hour claim period.
Do not dispose of deceased animals before documenting the claim.
Do not pour shipping water into your aquarium before documenting a DOA claim.
Claims submitted after the 2-hour period or without sufficient documentation may be denied.
DOA Resolution
If a DOA claim is approved, Tide N Tails may provide:
- Replacement livestock
- Store credit
- A refund for eligible deceased livestock
- Another mutually agreed-upon resolution
Replacement animals may not be identical in size, sex, grade, color, or appearance if the original livestock is unavailable.
Shipping Charges
Original shipping charges are generally non-refundable. Shipping charges cover the cost of transporting the order and are generally not refunded when a DOA claim is approved.
Livestock After Delivery
Our live-arrival guarantee covers the condition of eligible livestock upon delivery. It does not guarantee long-term survival.
Tide N Tails is not responsible for losses resulting from:
- Improper acclimation
- Poor water quality
- Ammonia or nitrite
- Improper GH/KH or pH
- Temperature problems
- Uncycled or unstable aquariums
- Copper or other contaminants
- Medications or chemicals
- Predation
- Aggressive tank mates
- Improper husbandry
- Molting complications
- Disease or parasites
- Other conditions outside our control
Shrimp Color
Shrimp can temporarily lose coloration during shipping due to stress. Pale or translucent shrimp, hiding, and reduced activity after transportation are not considered DOA conditions.
Plants
Plant-related claims must be submitted within 24 hours of delivery with photographs.
Minor melting, yellowing, leaf loss, or temporary deterioration does not automatically qualify for a refund or replacement.
Non-Live Products
Unused non-live merchandise may be eligible for return depending on the product. Damaged or defective merchandise should be reported as soon as possible with photographs.
Certain products may be final sale because of hygiene, biological, or product-specific considerations.
Order Cancellations
Live-animal cancellation requests must be made as soon as possible.
Once a live-animal order has been packed or shipped, cancellation may no longer be possible.
Non-live orders must be cancelled before shipment.
For questions or claims:
Email: tidentails@yahoo.com