Returns
We accept returns within 30 days of the delivery date on eligible items.

To qualify for a return, items must:
- Be unused and in their original condition.
- Be returned in their original packaging whenever possible.
- Include proof of purchase or your order number.

Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Custom or personalized products.
- Live animals.
- Live plants.
- Fish, feeders, or other live aquatic livestock.
- Opened food, supplements, medications, or water treatments.
- Gift cards.
- Clearance or final sale items.

Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery. Include your order number along with clear photos of the item and its packaging so we can resolve the issue quickly.

Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method. Processing times may vary depending on your financial institution.

Original shipping charges are non-refundable unless the return is the result of our error.

Return Shipping
Customers are responsible for return shipping costs unless the item was damaged, defective, or shipped incorrectly.

We recommend using a shipping service that provides tracking, as we cannot guarantee receipt of returned packages.

Order Cancellations
Orders may be canceled before they have been processed or shipped. Once an order has shipped, it cannot be canceled and must follow the return policy outlined above.

The health and well-being of every animal we sell is our highest priority. Every live animal is carefully inspected before shipment to ensure it is healthy and in good condition.

We guarantee that your live animal will arrive alive provided that:
- The shipment is accepted on the first delivery attempt.
- The package is not left unattended or delayed due to customer availability.
- All shipping and weather guidelines provided by A&J Crafts, Reptiles, and Aquatics are followed.

Live Animal Exclusions 

The Live Arrival Guarantee does not cover:
- Incorrect shipping information provided by the customer.
- Missed or delayed delivery attempts.
- Weather delays or carrier issues beyond our control.
- Illness, injury, or death occurring after successful delivery.
- Improper husbandry, housing, handling, feeding, or acclimation after delivery.

In the rare event that a live animal arrives deceased, you must notify us within 2 hours of the recorded delivery time.

To submit a DOA claim, please provide:
- Your order number.
- Photos of the unopened shipping box.
- Photos of the animal inside its original packaging.
- Photos of the animal after it has been removed from the packaging.

Claims received after the 2-hour reporting window may not qualify for replacement or store credit.

Replacements & Store Credit

Approved DOA claims may be resolved with a replacement animal (when available) or store credit equal to the purchase price of the animal. Shipping charges are generally non-refundable unless the issue resulted from our error.

By purchasing a live animal from A & J Crafts, Reptiles, and Aquatics L.L.C. you acknowledge that you have researched the species and are prepared to provide proper care before your animal arrives.

Please Note - If it is determined through investigation that the animal perished due to the deliberate negligence of the customer, the customer will be banned from the purchase of live animals for a minimum time period of 1 year. No exceptions to this rule.

After 1 year, reinstatement is possible as banning and reinstatement is conducted on a case by case basis

The safety of our animals always comes first. A & J Crafts, Reptiles, and Aquatics L.L.C. reserves the right to delay or reschedule any live animal shipment if weather conditions are considered unsafe.

Shipments may be delayed because of:

- Extreme heat or cold.
- Snowstorms, hurricanes, flooding, or other severe weather.
- Carrier service interruptions or delays.

If a shipment must be postponed, we will contact you to arrange the next safe shipping date.

Customers are responsible for ensuring someone is available to receive live animal shipments on the scheduled delivery date. Whenever possible, we recommend having shipments held for pickup at the carrier's local facility to reduce transit time and stress on the animal.

A & J Crafts, Reptiles, and Aquatics L.L.C. reserves the right to postpone any shipment that could place an animal at risk, regardless of customer preference.

The Live Arrival Guarantee applies only to shipments made under weather conditions approved by us.