- Orders may take up to 3 days to process after payments have been cleared.
- Shipping takes place on Tuesdays! Contact us for alternative shipping days. No packages will be shipped out Friday through Sunday.
- Shipping may be rescheduled at any time due to inclement weather. In such extreme cases, a team member will contact you via email in order to reschedule shipment
- Customers are responsible for providing a safe and accurate shipping address to deliver, please double check your address in your order confirmation.
- We will not give refunds for orders where FedEx has determined there is no safe location to leave package.
- Saburai Aquatics is not responsible for unfortunate events such as misplaced, lost, or stolen packages during the time of transit. Under all circumstances, FedEx is responsible. We will do our best to assist all customers regarding missing packages.
- Saburai Aquatics has no control over delays of package during the shipping process. You would need to contact FedEx customer service to help answer any questions and track your order. We will do our best to assist all customers with obtaining transit information for your order.
- All claims will be thoroughly reviewed case by case; claims may take up to 3 weeks to process. Once FedEx responds to your claim, we will be able to take further proper actions to resolve this mishap. Until then, your patience is much appreciated as we work with the shipping carrier(s).
- Filing a claim does not guarantee FedEx will partially, or fully, compensate/reimburse you for your lost/stolen package, but we will do our best to assist you throughout the process.
- Orders will be shipped to the address given at checkout.
- Saburai Aquatics DOES NOT ship to P.O. Box address.
- Livestock WILL NOT be shipped to APO/FPO addresses.
- Saburai Aquatics WILL NOT refund orders that were given insufficient, inaccurate, or invalid address.
- NO REFUND on shipping cost for any reasons.
DOMESTIC SHIPPING AND HANDLING
- Shipping In State in North Carolina is flat $25 via Overnight FedEx.
- Out of State rates may vary.
- Free shipping on orders over $299.
- Saburai Aquatics does not ship to military bases, Hawaii, Alaska, Puerto Rico, or Virgin Islands.
- All sales are final.
- No exchanges.
- No guarantees on color accuracy for colors may slightly vary due to your light fixtures, settings, and tank environment.
- No refund for any deaths that occurs during or after your acclimation process.
- Photos of any DOAs must be sent to us via email within 2 hours of delivery confirmation by carrier. After receiving photos we will advise what to do with the DOAs, do not discard until instructed. If DOAs are confirmed by us and photos sent within 2 hours, we will issue a store credit for the total purchase price minus any shipping charges. Often, we are able to replace the DOAs with the same or similar items plus shipping costs. Failure to notify us within the 2 hour time period will void any guarantees. No refunds will be given, only store credit.
- All fish orders must have video of the unopened box being cut open and the unopened bag showing the DOA fish.
- Saburai Aquatics is not responsible for DOAs due to carrier delay.
- No refunds of shipping charges will be issued.
- If Saburai Aquatics is unable to replace your DOA with a comparable item, we will credit your account for the full purchase price of the item as a credit on our website.
- Please ASK any questions about our DOA policy before ordering.
*DOA = Dead On Arrival