Refund policy

Return & Refund Policy

At Kaimana Reefworks, we want every order to arrive in good condition and every customer to feel taken care of. Because we sell live marine animals, live feeds, and specialty aquarium products, our policy varies by product type.

By placing an order with Kaimana Reefworks, you agree to the policy below.

Live Fish

All live fish sales are final. We do not accept returns on live fish.

We do offer an Arrive Alive Guarantee for fish that are dead on arrival.

To qualify for a claim, you must contact us within 2 hours of the recorded delivery time and provide:

your order number
clear photos of the shipping box and packaging
a clear, well-lit video showing the fish and its condition

If your claim is approved:

your first approved claim will receive a replacement with shipping covered by Kaimana Reefworks
for a second approved claim, a replacement will be provided, but the customer is responsible for shipping
if the exact item is unavailable, we will issue store credit

We do not offer cash refunds on live fish.

Claims are not eligible for coverage when loss or decline is related to:

poor water quality
incompatible livestock or unsafe tankmates
delayed unpacking after delivery
packages left outside for an extended period after delivery
issues occurring after arrival that are not dead-on-arrival cases
an incorrect shipping address provided at checkout

Copepods, Phytoplankton, and Rotifers

All live feed sales are final. We do not accept returns on live feeds.

We will provide a replacement or store credit only if the product arrives:

leaking
incorrect
clearly nonviable on arrival

To qualify for a claim, you must contact us within 2 hours of the recorded delivery time and provide:

your order number
clear photos of the package and product
a clear, well-lit video showing the issue

If a replacement is not available, store credit will be issued.

Live Goods Delivery Requirements

Someone must be present to receive all live goods deliveries on the first delivery attempt.

We cannot guarantee live arrival for packages that are:

missed on the first delivery attempt
delayed because no one was available to receive them
left unattended after delivery
left outside for an extended period after delivery

Dry Goods

All dry goods sales are final unless the item arrives damaged, defective, or incorrect.

Claims for damaged, defective, or incorrect dry goods must be submitted within 24 hours of delivery and include:

your order number
clear photos of the item and packaging
video if needed to verify the issue

For approved claims, we may provide:

a replacement item, or
store credit

We do not cover damage caused by misuse, improper installation, modification, or normal wear.

Custom Items

All custom, personalized, and made-to-order items are final sale and are not eligible for return, refund, or exchange.

Order Cancellations

Orders may be canceled only if they have not already entered processing.

Once an order has been prepared, packed, labeled, or staged for shipment, it can no longer be canceled.

Approved cancellations will be issued as store credit.

Weather Delays and Shipment Holds

The health of live products comes first.

Kaimana Reefworks may delay or hold live shipments when weather conditions, carrier disruptions, or transit risks make safe delivery unlikely. This may include extreme heat, extreme cold, storms, or anticipated carrier delays.

We reserve the right to postpone shipment in order to protect livestock and live-product viability.

Shipping and Guarantee Notes

Our live-arrival coverage applies to shipped orders only.

We may decline coverage for losses caused by severe carrier delays, weather-related transit disruptions, or other delivery issues outside our control.

We also reserve the right to decline a claim if the documentation is incomplete, submitted outside the claim window, or if available information shows the receiving system was not in suitable condition for the animal or product.