Store Policy
CANCELLATION
Orders should be canceled within 12 hours of the original order to receive a full refund.
After the 12-hour DELIVERED REPORT period has elapsed, ALL SALES ARE FINAL. Any refunds may incur a 50% restocking fee to cover non-refundable service fees and to compensate for holding an order that could otherwise have been sold to another customer. Full credit will be provided to be used for future purchases. Refunds could take up to a week to process.
There is always a slight possibility that a fish and/or plant from your order might not be shipped due to health concerns and/or may exhibit a minor color variation. To ensure our biosecurity and timely delivery of your order, we do not hold orders because of a fish that cannot be shipped. The entire purchase amount will be refunded for any fish that cannot be sent.
Once fish and/or plants are added to your aquarium, we cannot take responsibility for sudden deaths or illnesses. We ship healthy specimens; once they are in your care, their ongoing health becomes your responsibility. To exercise your right to cancel, you must notify us of your decision with a clear statement.
You can notify us of your decision via email cs@cmxpets.com
We will reimburse you no later than 30 days from the date we receive the returned goods. We will use the same payment method that you used for the original order, and you will not incur any fees for this reimbursement.
PAYMENT AND SHIPPING
We accept all major credit cards.
We ship from Monday to Wednesday. Orders typically take up to ten business days to ship. However, depending on your selection, it may ship as early as the next day. We do not ship larger pets (e.g., dogs or cats). Please use direct delivery options for larger orders.
The following shipping services are used:
USPS Priority: Transit time is 2-3 days to arrival.
UPS Next Day: Transit time is 1 day to arrival.
UPS 2 DAY: Transit time is 2 days to arrival.
GLS/UPS GROUND: Transit time is 1-3 days to arrival.
NO SHIPPING: There are certain areas we do not ship to. Please review our shipping options..
We do not ship on the following holidays:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day After Thanksgiving
Christmas
New Year's Eve
How to Submit a DOA Claim
You must complete the following two tasks for each claim within 2 hours of confirmed delivery, or the guarantee will be automatically voided.
Please take a short video or clear photo of any deceased or incorrect order in an UNOPENED BAG.
Email us at cs@cmxpets.com with a brief description of your issue and attach photographs. Please include your full name, order number, and phone number.
All DOA claims will be reviewed within 72 business hours. As long as you’ve sent the photos within two hours, we will try to honor the claim. We will not accept responsibility for mishaps resulting from the customer not being available to receive the delivery on the first attempt. You must be home to accept your package upon arrival.
HOW THE DOA CLAIM IS PROCESSED
TO HONOR A DOA OR INCORRECT CLAIM, YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL RELY ON THE TIME PROVIDED BY THE CARRIER ON THE TRACKING).
We might issue store credit towards a future purchase; SHIPPING IS NON-REFUNDABLE. The buyer is responsible for the shipping of any replacement fish. We strive to ensure that you receive your order, and we want your pet to have a long, happy life; however, it must also make financial sense for us.
We will not accept responsibility for fish lost due to the customer not being available to accept the delivery on the first attempt. You should be home to accept your package upon arrival.
Returning Goods
You are responsible for the cost and risk of returning the goods to us. Please send the goods to the following address:
Denver, CO
We cannot be held responsible for goods damaged or lost during return shipment. Thus, we recommend using an insured and trackable mailing service. We cannot issue a refund without actual receipt of the goods or proof of successful return delivery.
Gifts:
We do not honor any orders designated as gifts.
Live Arrival Guarantee Policy
When you purchase any of our products directly, you benefit from our risk-free Live Arrival Guarantee. Every single order from us includes a guaranteed live arrival of your fish. We want to ensure that our customers receive quality orders. Please read the policy before making a purchase.
How Our Guarantee Works:
If our product arrives dead (DOA), we will gladly provide you with store credit for your purchase. SHIPPING IS NOT REFUNDABLE; THE BUYER IS RESPONSIBLE FOR THE SHIPPING OF ANY REPLACEMENT.
The following terms and conditions apply to our guarantee:
We will issue a credit towards your next purchase equal to the amount of the product that is DOA. This credit is for the product only and does not cover shipping or packaging costs.
Losses must be reported to us within 2 hours of receiving the shipment. To be eligible for credit, you must email us at cs@cmxpets.com and include a photo taken in an unopened bag. We will check the timestamp from the tracking number to confirm the delivery time. No exceptions.
Coast Gem USA will provide a credit towards your next purchase for the amount of product that is DOA. This credit applies only to the product and does not cover shipping or packaging charges.
Shipping is non-refundable.
The buyer is accountable for shipping any replacement.
Contact Us
If you have any questions regarding our Policy, please contact us via email at cs@cmxpets.com