Refund policy

Last Updated 1/10/2025

Live Arrival Guarantee:
Our live arrival guarantee applies to direct flights (non-transfer flights), for losses above 3% of the product value of your shipment and a minimum shipment value of $500.00.  The following are exceptions to the live arrival guarantee:

Shipments with a value less than $500 are not guaranteed.

Modified packing requests made by the customer voids our live arrival Guarantee.

All DOA claims must be reported to your sales representative within 12 hours of the arrival time to your airport or delivery to your business (door-to-door shipments), or your claim may be denied.  Your prompt feedback is very important to our ongoing efforts to maintain our husbandry and our customer service. This includes any animals that are DOA (dead on arrival) or DNR (items you were billed for but did not receive)  All credits are issued on your next order and are valid for up to 60 days from the original shipment date, or your claim may be forfeited.  Product selected in-person by your company representative, is not guaranteed.  ALL DOA claims of 10% or greater must be accompanied by a photograph or your claim may be denied.
 

Marine Exotics is not responsible in any way for damages suffered to merchandise during transit via land, air, sea, courier, or any other form of transportation.  Accordingly, Marine Exotics is not liable or responsible for any loss or damage suffered as a result of mishandling and/or delay due to the transporting entity.

Your claim must be sent on the original Marine Exotics invoice with DOA & DNR marked on the line in which they appear on the invoice.

.  All invoices must be paid in full, regardless of the claim or circumstances.

.  All credits are subject to approval by Marine Exotics, Inc. Orders that have been packed, and are then canceled for any reason, are subject to a 15% restocking fee. 

Never discard your dead animals without proper authorization by us: 

after taking a photograph of the items you would like to claim, simply place it in a plastic bag and freeze the animal until further notice. We reserve the right to have all dead specimens returned to us via US Mail or UPS. Should this be required, we will authorize you promptly via email upon receipt of your loss notification to return the dead animal.  Simply mail the dead specimen back to us via US Priority Mail ALONG WITH THE AUTHORIZATION LETTER EMAILED TO YOU.  

Please ensure that all dead specimens are properly and completely sealed inside a plastic bag within the mailing envelope. Also, your return envelope must be postmarked within 24 hours from our return authorization and MOST IMPORTANTLY your name and shipping address must appear on the outside of the envelope.