Shipping Information
Pacific Island Aquatics ships to the continental United States, Hawaii, and Alaska.
We offer flat rate shipping of $50 overnight in the lower 48 and FREE shipping for orders over $500. Please contact us directly for price quotes to ship to Hawaii or Alaska.
Orders cannot be held for more than 48 hours after purchase. We ship Monday, Tuesday, and Wednesday of each week.
We offer flat rate shipping of $50 overnight in the lower 48 and FREE shipping for orders over $500. Please contact us directly for price quotes to ship to Hawaii or Alaska.
Orders cannot be held for more than 48 hours after purchase. We ship Monday, Tuesday, and Wednesday of each week.
Arrive Alive Guarantee
Our 7 day arrive alive guarantee means that we offer a 100% guarantee of a live, healthy arrival of all your live items and that they are conditioned for a long life if you take care of them appropriately.
If the item dies within 7 days of arrival we will replace it if we have the same one still available or you will be given store credit of equal value. The credit may not be applied towards shipping expense. Customer pays replacement shipping expense.
For items marked as restricted guarantee, there is no 7 day alive guarantee, just an arrive alive guarantee. In addition to items marked as restricted guarantee, if the item exceeds $700 in individual price, it is also only covered under the arrive alive guarantee, not the 7 day guarantee. In the rare case of a DOA under the arrive alive guarantee, you must contact us within 1 hour of delivery and provide photos prior to opening the bag. This guarantee is void if later than 1 hour or if the bag has been opened.
Replacements given under the 7 day arrive guarantee will fall under the restricted guarantee the next time that we ship the replacement to you. If it doesn't arrive DOA, but dies within 7 days, at that point you might want to check your parameters and/or QT process. We cannot keep replacing items.
If you refuse delivery of the package for any reason, the 7 day guarantee and arrive alive guarantee is void.
If the item dies within 7 days of arrival we will replace it if we have the same one still available or you will be given store credit of equal value. The credit may not be applied towards shipping expense. Customer pays replacement shipping expense.
For items marked as restricted guarantee, there is no 7 day alive guarantee, just an arrive alive guarantee. In addition to items marked as restricted guarantee, if the item exceeds $700 in individual price, it is also only covered under the arrive alive guarantee, not the 7 day guarantee. In the rare case of a DOA under the arrive alive guarantee, you must contact us within 1 hour of delivery and provide photos prior to opening the bag. This guarantee is void if later than 1 hour or if the bag has been opened.
Replacements given under the 7 day arrive guarantee will fall under the restricted guarantee the next time that we ship the replacement to you. If it doesn't arrive DOA, but dies within 7 days, at that point you might want to check your parameters and/or QT process. We cannot keep replacing items.
If you refuse delivery of the package for any reason, the 7 day guarantee and arrive alive guarantee is void.
Pre-Order Policy
We have the ability to obtain just about any type of fish or coral that you may want. For those rare items that you've dreamed of having some day, if we don't have it, let us know what you want and we'll go out and get it. We also accept pre-orders to guarantee specific items for you once we receive them. If you wish to pre-order a specific item, we'll bill you for it and we'll guarantee that we can obtain it within 30 days of payment. If it's an item that we don't feel we can obtain within that time frame, we won't accept the pre-order, or offer and alternate time line that we agree upon before accepting payment. If the item doesn't come in within the 30 day time frame (or the alternate agreed upon time line), we'll offer back a full refund, along with an updated time line on when the item will be in. At that point, you can either take back the refund or decide if you want us to still obtain getting it for you if we know it's only a short time left before it'll come in.
Due to past problems with customers pre-ordering and then canceling the item after we put in the time and money to obtain it, we now have an additional policy to the above. If you pre-order, and we have the item ordered with one of our offshore vendors and will have it within the 30 day time frame agreed upon, we'll only give back a 50% refund. In the past, we'd issue back a 100% refund if a customer changed their mind, but there's a lot of time lost, and money on our end in certain situations.
So, just to clarify, if we can't obtain the item for you within 30 days (or the alternate agreed upon time line), we'll offer back the option of 100% refund or let you decide to wait a little longer if it's coming in soon after that point. If you decide to cancel and we'll have it within those 30 days (or the alternate agreed upon time line), you get either a 50% refund or wait for the item to come in and take it once we receive it, as originally agreed upon.
Due to past problems with customers pre-ordering and then canceling the item after we put in the time and money to obtain it, we now have an additional policy to the above. If you pre-order, and we have the item ordered with one of our offshore vendors and will have it within the 30 day time frame agreed upon, we'll only give back a 50% refund. In the past, we'd issue back a 100% refund if a customer changed their mind, but there's a lot of time lost, and money on our end in certain situations.
So, just to clarify, if we can't obtain the item for you within 30 days (or the alternate agreed upon time line), we'll offer back the option of 100% refund or let you decide to wait a little longer if it's coming in soon after that point. If you decide to cancel and we'll have it within those 30 days (or the alternate agreed upon time line), you get either a 50% refund or wait for the item to come in and take it once we receive it, as originally agreed upon.
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