Refund policy

REFUNDS: Cash refunds will only be applied to DOA Animals. All other refunds, for ANY other reason, will be issued in store credit.

SUPPLIES & DRY GOODS

Unused or defective supplies can be returned within 30 days of purchase for a full refund. Buyer is responsible for all shipping costs on replacements/exchanges.

LIVE REPTILE AND AMPHIBIAN

We offer a 7 day live reptile and amphibian guarantee. Any issues must be reported within the introductory 7 day period. We reserve the right to request a certified veterinarian report if the said illness is inconclusive.  

LIVE FISH AND AQUATICS

We offer a 7 day live fish and aquatics guarantee. Any issues must be reported within the introductory 7 day period. We reserve the right to request an aquarium water sample in a clean container separate from the container the dead fish is in. Should our water tests disclose excess ammonia, nitrite, or chlorine, improper pH levels, or inadequate dissolved oxygen, the live fish and guarantee is null and void. Should you Fin, tail or scale damage indicate that death was caused by an aggressor.

SHIPPING

Buyer is responsible for all shipping costs on replacements/exchanges We cannot be held responsible for shipping charges incurred for upholding our guarantee; they are the responsibility of you, the buyer. We do not offer credits or refunds on shipping for replacement animals. If your live animal arrives deceased, is visibly unhealthy or is damaged in any way upon arrival, the customer must notify SATOO of the deceased or unhealthy animal immediately upon receiving the animal(s). An email with a photo attached of the contents of the shipment may be requested to be emailed for verification.