Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at tracie@mamatsaquatics.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at tracie@mamatsaquatics.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable & Final Sale Items

Certain items cannot be returned under any circumstances. All live livestock (fish, snails, invertebrates), live aquatic plants, sale items, and customized goods are strictly Final Sale. We cannot accept returns or offer refunds on live animals or plants once they have shipped.

Express Shipping Fees

Express Shipping Fees & Order Cancellations

Express shipping charges (such as UPS Next Day Air) are calculated and displayed at checkout prior to order confirmation.

  • Before Processing: If you request an order cancellation before a shipping label has been generated, your order will be canceled and refunded minus any non-refundable payment processing fees (e.g., Shopify/credit card fees).

  • After Processing / Label Creation: Once a shipping label is purchased or the order is packed, shipping charges are 100% non-refundable.

  • Buyer Responsibility: Please review your cart total, items, and shipping selection carefully before completing your purchase.


Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tracie@mamatsaquatics.com.

Returns only on Dry goods that have not been opened and are still sealed. Customer is responsible for shipping cost of return. Once received the customer will be refunded the cost of the item.
Customer options on DOA is as follows:
  • Picture of DOA in bag that is not opened.
  • Has to be within 24 hours.
  • Tank must be a cycled tank and not a new tank, meaning the tank has been up and running for at least 4 weeks before trying to add fish or invertebrates, especially due to sensitivity. Check parameters of your tank with a Master API Liquid Test kit before ordering any animals.
  • Ways to tell DOA on a snail is to smell the snail. If the snail does not smell deceased, it is because of shipping and new habitat, Place the snail in a corner of the tank this assures that the snail is able to be noticed it has moved.
  • Please follow instructions included in the package to allow the most success in adding the fish, snails, or shrimp to your tank by drip acclimation.
I am fully committed to helping as much as possible to have success in you enjoying your livestock.


The Live Arrival Guarantee is void if:

The shipping bag has been opened
The customer failed to select the appropriate shipping method (e.g., Overnight for sensitive species) as recommended during checkout.
The package was delayed by the carrier due to weather or unforeseen events (carrier delays are outside our control).
While we are not responsible for carrier delays, we understand the frustration. If a carrier delay occurs, Mama T’s Aquatics will assist you in filing a claim. Any credits issued are at the carrier's discretion; however, we will work with you to ensure a fair outcome.