Returns

Livestock Returns


What to do if an Item is DOA/DAA:

  • Please DO NOT discard the deceased specimen as you may be asked to return it.
  • Please place the deceased livestock (no water) in at least two ziplock bags, cover thoroughly with salt and place it in your freezer until you receive further instructions and/or you are authorized to discard it.
  • For Dead On Arrival (DOA) items, we must be notified within one hour of delivery time posted by FedEx, for Dead After Arrival (DAA) items within the 7-Day allowance.
  • In the event of a loss, we prefer that you email us at support@cteaquatics.com for notification, but if you do not have access to email, please contact us to make a report by phone within the required time frames.
  • If you have a digital camera, it is recommended that you take a few photos of the deceased item(s) before freezing. Please save and send these with your notification email.

How to obtain Livestock Credit:

  • In the event of a covered livestock loss, please email support@cteaquatics.com within the required time frame to make a report.
  • Please allow one to two business days for our staff to review your claim and notify you of approval or denial.
  • Upon approval of a DOA/DAA claim you may be asked to return your deceased livestock item.
  • If you are asked to return the deceased item, please mail it in a padded envelope via USPS to CTE Aquatics business address.
  • We will notify you via email with the amount of the credit issued once your claim has been settled.

How to Use Your Livestock Credit:

  • The next order you place with CTE Aquatics for livestock notify us via telephone that you have a credit on file.
  • Livestock credits must be used in their entirety at the time they are entered.
  • Credits, coupons and/or other offers cannot be combined.
  • You can use your credit to replace a lost item or for any livestock offered.

How to Return Aquarium Supplies:

We accept returns of aquarium supplies and will give a refund on the purchase price minus a restocking fee of 20%. Before returning an item, please contact us so that we may assign a Return Authorization Number (RA Number). This number will help speed up the return process and is valid for 15 days from being issued. All returns must meet the following criteria:

  • Item(s) are unused
  • Item(s) must be in the original packaging which must also be in new condition
  • Include all parts, warranty and registration cards, instructions, special packaging, etc.
  • Item(s) must have an RA Number referenced in or on the return package
  • Item(s) must be received by CTE Aquatics before the RA Number expires
  • Item(s) must be received by CTE Aquatics no later than 30 days from the original ship date
  • Customer is responsible for any return postage

You can expect to receive your refund within four weeks from the day you ship your return to us, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).