Refund policy

1. Live Animal Sales

Saltboxx USA sells live aquatic animals, including fish and coral. Due to the nature of live livestock, all sales are final except as expressly stated in our DOA policy.

2. Shipping & Delivery

  • Live animal orders are shipped using approved live-animal shipping methods.

  • Customers are responsible for providing a complete and accurate shipping address.

  • Someone must be available to receive the package on the first delivery attempt.

  • Saltboxx USA is not responsible for losses caused by:

    • Missed delivery attempts

    • Incorrect or incomplete addresses

    • Carrier delays

    • Weather conditions or acts of God

Shipping fees are non-refundable.

3. DOA (Dead on Arrival) Policy

Saltboxx USA guarantees live arrival at the time of delivery only.

DOA Claim Requirements

  • Claims must be submitted within 2 hours of delivery.

  • Customers must provide clear photos or video showing:

    • The deceased animal inside the sealed shipping bag

    • The animal unopened and not removed

    • The shipping label clearly visible

  • Failure to provide proper documentation voids the claim.

Approved Claims

  • Approved DOA claims will be resolved by:

    • Store credit, or

    • Replacement, if available

  • Resolution method is determined at Saltboxx USA’s discretion.

  • Shipping costs are not refundable.

4. DOA Exclusions

DOA claims will not be honored if:

  • The animal is removed from the bag before documentation

  • The shipment is delayed or rerouted

  • The animal dies after acclimation

  • Improper acclimation methods are used

  • Tank parameters are unsuitable (temperature, salinity, compatibility)

  • Heat or cold packs are removed or mishandled

5. Acclimation & Animal Care

Customers are solely responsible for:

  • Researching proper acclimation methods

  • Ensuring appropriate tank conditions

  • Confirming compatibility with existing livestock

Saltboxx USA is not responsible for losses due to improper acclimation or husbandry.

6. No Guarantee Beyond Delivery

Once an animal is delivered alive, all responsibility transfers to the customer. No guarantees are made beyond the time of delivery.

7. Limitation of Liability

Saltboxx USA shall not be liable for:

  • Indirect, incidental, or consequential damages

  • Losses exceeding the purchase price of the animal

  • Claims submitted outside the DOA claim window

8. Right to Refuse Service

Saltboxx USA reserves the right to:

  • Refuse service

  • Cancel orders

  • Deny claims due to policy abuse or suspected fraud

9. Policy Updates

Saltboxx USA reserves the right to modify these Terms & Conditions at any time. Continued use of the website constitutes acceptance of any changes.