Refund & Guarantee Policy

Last Updated: September 30, 2026

This page explains Aqua SD’s Live Arrival Guarantee, shipping policies, free shipping thresholds, holding rules, replacements, refunds, and order conditions. By placing an order with Aqua SD, you agree to the applicable policies below.

Approved DOA claims are generally resolved by replacement or store credit. Replacement shipping is not included. Shipping charges are generally non-refundable.

Live Arrival Guarantee

Aqua SD guarantees the live arrival of eligible corals and other livestock when the shipment and customer comply with this policy.

In the event of a Dead on Arrival (“DOA”) claim:

• Clear digital photographs of the affected livestock must be submitted within 2 hours of confirmed delivery.
• Claims should be sent to aquasandiego@gmail.com.
• Approved DOA claims are resolved by replacement or Aqua SD store credit.
• Cash refunds are not automatically provided under the Live Arrival Guarantee.
• Shipping costs for replacement livestock are not covered.

Customers should retain the affected livestock, shipping container, bags, and packaging until Aqua SD has completed its review of the claim.

Conditions That May Void the Live Arrival Guarantee

The Live Arrival Guarantee may be void where:

1. The customer refuses the shipment.
2. No one is available to receive the shipment when delivery is attempted.
3. The package is left unattended for an unreasonable period after delivery.
4. A customer-requested carrier hold results in the package remaining at a carrier facility for more than 6 hours after availability for pickup.
5. The customer provides an incorrect, incomplete, or undeliverable shipping address.
6. The customer redirects, reroutes, or modifies delivery without Aqua SD’s approval.
7. The customer fails to submit the required DOA photographs within the stated claim period.

Carrier Delays

Aqua SD is not responsible for delays, service interruptions, routing errors, weather disruptions, mechanical delays, or other circumstances caused by a carrier or other third-party interruption.

If a carrier advises Aqua SD before shipment that expected delivery may take longer than approximately 24 hours, Aqua SD may postpone or reschedule shipment when we believe doing so is in the best interest of the livestock.

Free Shipping Policy

Free shipping eligibility is based on the qualifying merchandise total and the sales platform or combination of platforms through which the merchandise was purchased.

Taxes, paid shipping charges, gift certificates, store credit, service charges, and other non-merchandise amounts do not necessarily count toward a free-shipping merchandise threshold.

Aqua SD reserves the right to verify combined-order totals and free-shipping eligibility based on Aqua SD’s internal order records.

Whatnot, Palmstreet & Other Third-Party Platform Orders

Purchases made through Whatnot, Palmstreet, or another approved third-party sales platform remain subject to Aqua SD’s applicable livestock shipping, holding, combining, and delivery policies.

A purchase appearing as “free shipping” on a third-party platform does not necessarily mean that Aqua SD overnight livestock shipping has already been purchased or scheduled.

Where required, the customer must purchase the appropriate Aqua SD shipping module before the combined livestock order will be scheduled, unless the order has otherwise qualified for free shipping.

Unless otherwise stated, only one applicable Aqua SD shipping module is required for a properly combined shipment.

Aqua SD may combine eligible purchases from AquaSD.com, Whatnot, and Palmstreet when customer information can reasonably be matched and the orders remain within the applicable hold period.

Customers are responsible for providing sufficient information for Aqua SD to identify and combine third-party platform orders, including platform username, name, email address, and order numbers when requested.

Minimum Shipped Order

Aqua SD generally requires a minimum of $100 in qualifying merchandise for a shipped livestock order unless otherwise approved by Aqua SD.

Saturday Delivery

Saturday delivery may be available in eligible locations for an additional $25 charge. Availability varies by destination and carrier service.

Holding Policy

Unless Aqua SD agrees otherwise, livestock may be held for up to 3 weeks.

1. After 3 weeks, Aqua SD is no longer responsible for deterioration, loss, or changes in condition of livestock being held.
2. The same general holding requirement applies to local pickup orders and orders with unpaid shipping balances unless Aqua SD agrees otherwise.
3. If no arrangements are made, Aqua SD may issue a 50% store credit after 30 days at its discretion.
4. After 60 days, no compensation will be issued for abandoned or unclaimed livestock unless Aqua SD has expressly agreed otherwise in writing.

Livestock Not Suitable for Shipment

If Aqua SD determines that livestock is not in suitable condition to ship, we may delay shipment, contact the customer, or offer a substitute of equal or comparable value.

If we cannot reach the customer or the customer declines a substitution, Aqua SD may issue store credit for the unshipped item.

Shipping Cut-Off

The standard order cut-off for a requested ship-out date is 12:00 PM Pacific Time.

Meeting the cut-off time does not guarantee same-day shipment. Livestock condition, order volume, weather, carrier service, and other operational circumstances may require the shipment to move to another date.

Weather & Livestock Safety

Aqua SD may postpone a shipment when weather conditions, temperature, storms, carrier delays, or other circumstances create an unreasonable risk to livestock.

Livestock safety takes priority over a requested shipment date.

Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address. Aqua SD is not responsible for delay, loss, livestock mortality, additional carrier fees, or other consequences caused by an incorrect or incomplete address supplied by the customer.

Cancellations

A 10% cancellation fee may apply to canceled orders or unwanted items.

Orders that have already been prepared, packed, fulfilled, transferred to a carrier, or otherwise substantially processed may not be eligible for cancellation.

Shipping Charges

Shipping charges are non-refundable except where Aqua SD expressly agrees otherwise or where required by applicable law.

Replacement Items

Aqua SD does not guarantee an exact replacement for livestock because individual corals, fish, and invertebrates may be unique.

Where a replacement is approved, Aqua SD may provide a comparable specimen or store credit when an exact replacement is unavailable.

Unless Aqua SD expressly agrees otherwise, a replacement item that has already been issued as resolution of a prior claim is not eligible for an additional replacement under the same claim.

Local Pickup

The shipped Live Arrival Guarantee does not apply in the same manner to local pickup orders, because the customer takes possession of the livestock directly.

Customers should inspect local pickup livestock before leaving Aqua SD whenever reasonably possible.

Photographs, WYSIWYG & Livestock Appearance

WYSIWYG means “What You See Is What You Get” and generally refers to the individual specimen photographed for the listing.

Coral appearance may vary based on lighting spectrum, aquarium conditions, camera settings, viewing device, stress, shipping, acclimation, and natural biological changes.

Differences in perceived color alone do not necessarily establish that the wrong livestock was delivered or that a claim is valid.

Aquarium Conditions After Delivery

Aqua SD is not responsible for livestock loss, bleaching, stress, tissue recession, disease, predation, aggression, incompatibility, or mortality occurring after successful delivery where the condition may result from aquarium parameters, acclimation, lighting, flow, temperature, salinity, pests, disease, tankmates, handling, or other conditions outside Aqua SD’s control.

The Live Arrival Guarantee is not an ongoing livestock warranty.

Missing or Incorrect Items

Missing or incorrect items should be reported promptly after delivery with the applicable order number and supporting photographs or information.

Aqua SD may review packing records, inventory records, order records, photographs, shipping records, internal notes, and other available information when investigating a claim.

Fraudulent, False or Abusive Claims

Customers must provide truthful and accurate information when submitting a claim, requesting a refund, requesting store credit, disputing a transaction, or communicating with Aqua SD.

Aqua SD reserves the right to deny claims where submitted information is materially false, misleading, altered, incomplete, inconsistent with available records, or otherwise insufficient to establish eligibility under this policy.

Aqua SD may preserve and review order records, photographs, packing documentation, timestamps, tracking information, communications, account history, transaction records, and other relevant evidence for the purpose of investigating claims and protecting against fraud or abuse.

Repeated abuse of claims, promotions, credits, replacements, or payment disputes may result in restrictions on future orders or refusal of service to the extent permitted by law.

Chargebacks & Payment Disputes

Customers are encouraged to contact Aqua SD before initiating a payment dispute so that we have an opportunity to investigate and resolve legitimate order concerns.

If a chargeback or payment dispute is filed, Aqua SD may provide relevant transaction information, order records, customer communications, photographs, shipping documentation, tracking records, delivery confirmation, policy acceptance records, and other supporting evidence to the payment processor, bank, marketplace, or other appropriate party.

Filing a payment dispute does not automatically establish that a refund is owed. The applicable financial institution or payment provider determines the outcome of a chargeback according to its own procedures.

Policy Acceptance

By placing an order with Aqua SD, requesting Aqua SD to hold livestock, purchasing through an Aqua SD sales channel, or requesting shipment of an order, the customer acknowledges the applicable policies posted by Aqua SD at the time of the transaction.

Terms of Service

23. General Overview

This website is operated by Aqua SD. Throughout the website, the terms “we,” “us,” and “our” refer to Aqua SD.

Aqua SD provides this website, including the information, tools, products, and services made available through it, subject to these Terms of Service and other Aqua SD policies.

By using the website or purchasing products or services from Aqua SD, you agree to the applicable terms and policies governing your transaction.

24. Online Store Terms

You must have legal capacity to enter into a transaction under the laws applicable to you. Aqua SD products and services may not be used for unlawful or unauthorized purposes.

25. General Conditions

Aqua SD reserves the right to refuse or limit service, orders, quantities, promotions, account access, or transactions where reasonably necessary for operational, safety, legal, fraud-prevention, or policy-enforcement purposes.

No portion of the Aqua SD website or services may be copied, reproduced, resold, exploited, or commercially used without permission except as permitted by law.

26. Accuracy, Completeness & Timeliness

Aqua SD attempts to provide accurate information but does not guarantee that every description, photograph, price, inventory amount, specification, availability statement, or other website information will always be complete or error-free.

Aqua SD may correct errors or update information when discovered.

27. Prices & Service Changes

Prices, promotions, inventory, availability, shipping terms, and services may change without prior notice.

Aqua SD may modify, suspend, or discontinue products, promotions, website features, or services to the extent permitted by law.

28. Products & Livestock

Certain products may be available exclusively online or in limited quantities.

Aqua SD may limit product quantities, customer purchases, geographic availability, or sales where reasonably necessary.

Because livestock is biological and individually variable, Aqua SD cannot guarantee that every living specimen will remain identical in size, coloration, appearance, extension, or condition over time.

29. Billing & Account Information

Customers must provide accurate, current, and complete information when placing orders.

Aqua SD may refuse, hold, verify, limit, or cancel an order when reasonably necessary, including where fraud, payment risk, pricing error, inventory error, duplicate transactions, policy abuse, or inaccurate customer information is suspected.

30. Customer Submissions

Customers are responsible for the accuracy and lawfulness of information, photographs, reviews, comments, claims, messages, and other material submitted to Aqua SD.

31. Personal Information

Personal information collected through the Aqua SD website and services is handled in accordance with the Aqua SD Privacy Policy.

32. Errors & Omissions

Aqua SD may correct typographical errors, inaccuracies, omissions, pricing mistakes, inventory errors, shipping information, promotions, or product descriptions when discovered, including after an order has been submitted where permitted by law.

33. Prohibited Uses

You may not use Aqua SD’s website or services to:

• Violate applicable law.
• Commit or attempt fraud.
• Submit knowingly false claims or transaction information.
• Upload malicious code, malware, or harmful material.
• Attempt unauthorized access to systems, accounts, or data.
• Harass, threaten, impersonate, or unlawfully target another person.
• Scrape or collect personal information unlawfully.
• Abuse promotions, discounts, store credits, refunds, or replacement programs.

34. Disclaimer of Warranties

Except for any express guarantees specifically stated by Aqua SD and except where prohibited by law, Aqua SD does not make additional warranties regarding the website, services, livestock, or products beyond those expressly stated in the applicable written policy.

35. Limitation of Liability

To the fullest extent permitted by applicable law, Aqua SD will not be responsible for indirect, incidental, special, consequential, or similar damages arising from use of the website, carrier performance, customer aquarium conditions, misuse of products, or circumstances outside Aqua SD’s reasonable control.

Nothing in these terms excludes liability that cannot lawfully be excluded.

36. Indemnification

To the extent permitted by law, customers agree to indemnify and hold harmless Aqua SD from third-party claims resulting from the customer’s unlawful use of the website, violation of these Terms, or infringement of another person’s rights.

37. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.

38. Termination & Refusal of Service

Aqua SD may restrict or terminate access to services or decline future transactions where a customer materially violates these Terms, engages in fraud or abuse, threatens employees or customers, or otherwise creates a legitimate legal, safety, or business risk, subject to applicable law.

39. Entire Agreement

These Terms, together with applicable Aqua SD policies and transaction-specific terms, constitute the agreement governing use of Aqua SD’s website and applicable purchases, except where a separate written agreement applies.

40. Governing Law

These Terms are governed by the laws of the State of California, without regard to conflict-of-law principles, except where another law must apply.

41. Changes to These Terms

Aqua SD may update these policies or Terms from time to time. Changes apply prospectively to the extent required by law.

The version posted on Aqua SD’s website at the applicable time will govern to the extent permitted by law.

42. Contact Information

Questions regarding these policies or Terms may be sent to:

Aqua SD
Email: aquasandiego@gmail.com

By placing an order with Aqua SD, you acknowledge that livestock purchases are subject to the applicable shipping, Live Arrival, holding, claim, refund, and order policies described above.