HPL Aquatics – Returns & Refunds Policy

At HPL Aquatics, we pride ourselves on providing healthy, top-quality aquatic life and equipment. Every order is carefully inspected and packaged to ensure safe and secure delivery. However, due to the sensitive nature of live animals and corals, the following return and refund policies apply:

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Live Arrival Guarantee (DOA Policy)

• All live item purchases are final. No refunds will be issued unless a DOA (Dead on Arrival) claim is properly documented.

• DOA claims must be submitted within 10 minutes of delivery from overnight shipping.

• A clear, time-stamped photo of the item in its original, unopened shipping bag is required for verification.

• Purchaser must be home at the time of delivery to sign for the shipment. HPL Aquatics is not responsible for:

  • Missed deliveries

  • Shipments left unattended or exposed to temperature extremes

  • Any delay in retrieval of the package once it has been delivered

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Water Quality & Acclimation Responsibility

• HPL Aquatics is not liable for loss due to improper water parameters, inadequate tank setup, or poor acclimation procedures.

• It is the purchaser’s responsibility to understand the specific needs of any livestock being ordered and to ensure their aquarium meets those needs prior to purchase.

• Acclimation procedures are entirely the purchaser’s responsibility. Due to the wide variety of successful acclimation techniques, HPL Aquatics does not endorse a single method. We encourage you to research and implement an approach that fits your system and livestock.

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Returning DOA Items

• In the case of a verified DOA, the purchaser is responsible for returning the deceased item to HPL Aquatics.

• Upon receipt and verification, a replacement will be shipped at no additional cost (excluding shipping).

• No substitutions will be made unless the original item is out of stock. If that occurs, the value of the original item will be honored as credit toward a future purchase.

By placing an order with HPL Aquatics, you acknowledge and agree to these terms.

For any questions, DOA claims, or assistance, please contact us directly through the HPL Aquatics customer support line or email provided on your invoice.