Refund policy & livestock guarantee

Last updated: 10 September 2026

1. Our 7-day livestock guarantee

Fish are delicate and mistakes happen. We guarantee fish for 7 days from the date of purchase, provided both of the following are true:

• The fish completed our quarantine process, and
• The fish had been in our store for at least one week before you bought it.

If you run into a problem within that window, bring us a photo of the fish and a water sample from your tank. We will test the water with you, work out what went wrong, and put it right — normally by replacing the animal or issuing store credit.

What the guarantee does not cover

• Losses caused by water parameters outside the range the species needs, including un-cycled tanks, ammonia or nitrite spikes, and salinity or temperature swings.
• Aggression, predation or incompatible tankmates.
• Equipment failure, power loss, or medication and treatment dosed incorrectly.
• Coral, invertebrates, plants and live rock, which are sold as-is unless we tell you otherwise in writing at the time of sale.
• Animals we advised against for your setup, where you chose to buy anyway.

We would rather talk you out of a bad purchase than process a claim. Ask us first — that is what the floor staff are there for.

2. Livestock Guarantee Program — $30/month

Maintenance customers can add our Livestock Guarantee Program for $30 per month. Under the program, livestock in your system is guaranteed: if a fish is lost, we replace it at no additional cost.

The program is available only to Under The Sea service customers, and requires that all fish in the system are purchased through us. That is not an upsell — it is the only way we can stand behind every animal, because we know our own quarantine and medication process and exactly what has gone into your tank.

Adding livestock from another source ends the guarantee for that system. The program can be cancelled at any time and stops at the end of the billing month; it is not refundable for a partial month.

3. Dry goods returns

Unopened, unused dry goods in their original packaging may be returned within 30 days with proof of purchase, for a refund to the original payment method or store credit.

• Opened or used equipment may be exchanged or credited at our discretion, depending on condition.
• Food, medications, test kits, supplements, salt, RO/DI water and pre-mixed saltwater are not returnable once opened, for health and safety reasons.
• Items showing water damage, missing parts or missing packaging may be refused or subject to a restocking fee.

4. Special orders & custom builds

Special-order livestock and equipment, and custom aquariums built to your specification, are non-refundable once the order is placed with the manufacturer or supplier. Deposits on custom builds are non-refundable once fabrication begins.

If a special-order item arrives damaged or is not what was agreed, tell us within 48 hours of collection and we will replace it or refund it in full.

5. Maintenance services

Scheduled maintenance visits are billed as agreed in your service arrangement. Parts, livestock, media, filter socks, salt mix, RO/DI water and specialty equipment are billed separately from the visit itself.

If you are not happy with a visit, tell us within 7 days and we will return and put it right at no charge. Cancellations with less than 24 hours' notice may be charged, since the van and the route are already committed.

6. How to make a claim

Call or text 980-328-0000, email undertheseanc@gmail.com, or come into the store at 3816 Sardis Church Rd, Suite 107, Monroe, NC 28110.

For livestock claims, bring a photo of the animal and a water sample. For dry goods, bring the item, its packaging and your receipt. Refunds are issued to the original payment method where possible; otherwise as store credit.

Questions

If anything here is unclear, ask before you buy. We would always rather have the conversation up front.

Contact us