Refund policy

Return, Refund & Cancellation Policy

Refund Policy
Any DOA within our requirements can be refunded/replaced. Additionally, shipping will have to be satisfied for any replacements. We do not offer refunds on shipping. However, shipping may be reimbursed by contacting the shipping company. REQUIREMENTS- Multiple pictures of dead fish in unopened bag and fish out of bag, as well as, if any, damage on the box. Must be sent within 2 hours after receiving package. Please contact us as soon as possible.

Order Cancellation Policy
At Underground Aquaticz, we strive to process orders as quickly as possible. As we deal with live animals, orders are processed quickly and scheduled for shipping. Please review our cancellation policy before placing an order.

Orders canceled at the customer's request before shipment are subject to a 10% cancellation fee (minimum $10) to cover payment processing and administrative costs. Orders canceled due to state or local restrictions, customer error, or a change of mind are also subject to this fee.

Once an order has shipped, it cannot be canceled. Once tracking has been provided, it is the customer's sole responsibility to monitor their shipment and be available to accept the package. Underground Aquaticz is not responsible for any losses resulting from a customer's failure to track or receive their order.

If Underground Aquaticz must cancel an order due to inventory availability or an issue on our end, the customer will receive a full refund with no cancellation fee.

State Legality
Customers are solely responsible for ensuring the livestock they purchase is legal to own in their state, county, and municipality.

Incorrect Shipping Address
Customers are responsible for providing a correct shipping address. Orders returned or delayed due to an incorrect address may incur additional shipping charges.

Refused or Missed Deliveries
Orders that are refused or not received on the first delivery attempt are not covered under our Live Arrival Guarantee.

Chargebacks & Payment Disputes
Filing a chargeback or payment dispute without first contacting Underground Aquaticz to resolve the issue will result in a permanent ban from our store and all future purchases. We take fraudulent chargebacks seriously and will dispute all illegitimate claims. Please reach out to us directly — we are always willing to work with our customers to find a fair resolution.

By placing an order, you acknowledge that you have read and agree to this policy.