Refund policy


We work hard every day to enrich the lives of our customers through their aquarium, whether you come to us for livestock, drygoods or just advice Top Shelf will make it right. We are committed to making sure you have the best buying experience possible. We know there are many different choices out there.


Livestock Corals

Majority of our livestock products are all individually photographed and listed on our site as WYSIWYG, therefore all purchases are final*. Our website instantly removes a product once it’s sold which does not allow other customers to purchase. In the event that an order is requested to be cancelled we can offer you 100% credit for 12 months or a refund with a 20% restocking fee. This fee will be returned to you in the form of a gift card.

 
* We do not accept returns for any livestock purchased. If livestock comes in dead or damaged, reference our "Alive Arrival Guarantee," section.

Live Sale

During Live Sale all orders are FINAL. No coupons, retail store gift cards, credits, substitutions or additional discounts will be applied to live sale corals. These events have hundred of customers waiting for the special coral and gives an unfair advantage to those when orders are canceled. If you have any questions please reach out to us before making a purchase.

 

Alive Arrival Guarantee

We guarantee that all livestock (coral, fish, inverts, etc) will arrive alive and as described. In the event of DOA (Dead On Arrival) a DOA request must be filled out within 2 hours of package delivery (Fedex posted time), along with clear photos of the dead coral both in the shipping bag and out of bag. In the event that a buyer does not contact Top Shelf Aquatics in the specified 2 hour time frame, TSA reserves the right to decline DOA coverage. Such cases will be reviewed at management’s discretion. Buyer must be at location to receive delivery, not doing so voids all DOA coverage . No exceptions or excuses, no credit without photo. Verified DOA’s will be fully credited with replacement coral or the value of the original DOA coral towards future purchase. Shipping costs are not covered or refunded. We cannot guarantee replacement of the same coral purchased then a credit will be issued. We are not responsible for incorrect addresses provided by the buyer. TSA cannot be held responsible for mechanical or weather delays that may cause your Fedex shipment to arrive late. It doesn’t happen often, but when it does, we will work it out with you to make it right. If you have any questions or concerns please call us or send us an email.


Returns and Refunds for Supplies

Top Shelf Aquatics is happy to accept returns of new products in their original packaging within 45 days of original purchase for a full refund subject to Shipping and restocking fees. If Reef Guard is purchased during checkout this is extended to 90 days with no shipping or restocking fees. 

  • With Reef Guard: Extended return window to 90 days with no restocking or return shipping fees.* 
  • Without Reef Guard: Standard returns may incur shipping charges and a 10% restocking fee (applies to all TSAXPRESS items).
  • After 45 Days: Refunds will be issued as store credit only.

Additional Terms:

  • Customers are responsible for return shipping unless covered by Reef Guard.
  • Shipping and delivery fees are non-refundable.
  • Gift cards and store credit are non-refundable.
  • Special Order and Drop Ship items cannot be canceled after the order is placed.
  • Aquariums must be inspected upon delivery. Shipping damage must be reported within 24 hours.
  • All product packaging and tags must remain sealed.
  • We recommend inspecting all outer boxes immediately upon arrival.

 

*View more info about ReefGuard below. 

What Supplies We do not accept:

  • Aquariums, batteries, foods, sands, salts, sumps, and rocks (some exclusions may apply)
  • Liquids with expiration dates if returned more than 45 days after purchase
  • Items that show any signs of use or exposure to water
  • Products with damaged or opened packaging.
  • Special Order, Drop Ship, or Open Box items
  • Any product sold as Clearance, Blowout, or Liquidation is a final sale

 

Clearance & Open Box Items: 

All Clearance, Blowout, Liquidation, and Open Box items are sold as-is and are not eligible for return, exchange, or compensation under any circumstances. These products are deeply discounted and may include discontinued items, damaged packaging, or previously opened goods that are still fully functional.

By purchasing items in these categories, you acknowledge and accept that:

  • All sales are final.
  • No refunds, credits, or replacements will be issued.
  • These items are excluded from any live guarantees, warranty support through Top Shelf Aquatics, or DOA coverage.

 

Reef Guard Return - Supplies

If Reef Guard was added to your order at checkout, the standard 10% restocking fee and return shipping costs are waived for eligible supply returns. Reef Guard extends your return window for supplies to 90 days from the original purchase date.

Important:

Reef Guard does not change the condition requirements for returned items. All returned products must still meet the following criteria:

  • Item must be unused, unopened, and in the original sealed manufacturer packaging
  • All product manuals, accessories, and packaging must be included and unaltered
  • Items must not show any signs of water exposure or installation
  • ReefGuard Returns are excluded from November 20th to December 3rd, even if items are unopened and unused. 

 

*Reef Guard does not override exclusions listed in our return policy. Items such as aquariums, foods, salt, sand, sump systems, clearance/open box items, and special-order items remain non-returnable.


**If these conditions are not met, the return may be denied or the standard fees will apply.

 

 

Open Box Returns (Unused Items)

If a product has been opened but has not been used or exposed to water, Top Shelf Aquatics may accept the item as a courtesy return provided it meets the conditions below.

Because opened items cannot be sold as new, they must be resold as Open Box products. As a result, a 15% open box restocking fee will apply.


Eligibility Requirements:

  • Items must be unused and must not have been exposed to water
  • Items must be returned within 45 days of the original purchase date (or 90 days if Reef Guard was purchased)
  • Item must include all original packaging, manuals, accessories, and components
  • Packaging must be in resellable condition

 

Important Notes:

  • Items with missing parts, altered packaging, or damaged packaging may not be eligible for return.
  • Any item that shows signs of installation, use, or water exposure will not be accepted and will be returned to the customer.
  • All Clearance, Blowout, Liquidation, Special Order, and Drop Ship items remain non-returnable, even if unopened.
  • Shipping fees are non-refundable.
  • Reef Guard Does Not Wave this Fee.

 

Price Drop Protection Policy

At Top Shelf Aquatics, we want you to shop with confidence. If the price of an item you purchased drops after you order, our Price Drop Protection has you covered—within the guidelines below:

If Your Order Has Not Shipped:

If the item goes on sale before your order ships, we will honor the new price and issue a refund for the difference to your original payment method.

If Your Order Has Already Shipped:

If your item ships and then drops in price within 7 days of your order date, we will issue a one-time store credit for the price difference in the form of TSA Store Credit. This will be applied to your account within 24–48 hours.

After 7 Days:

Price adjustments cannot be offered beyond 7 days from the original purchase date. If Reef Guard was purchased at checkout, the window for a store-credit adjustment is extended to 14 days after the purchase.

 

Exclusions:

  • Final Sale, Clearance, or Open Box items
  • Live Fish, Corals, Inverts
  • Items purchased through third-party marketplaces (e.g., eBay, Amazon, etc.)
  • Doorbuster, Flash Sales, and Limited Time Offers lasting equal to or less than 48 hours
  • Purchases made using discounts, coupons, trade-ins, or promotional financing
  • Items that include free bundled gifts

 

Promotions Policy

Top Shelf Aquatics frequently runs promotional offers in partnership with top aquarium brands to bring you the best value possible. Please note:

  • Promotional pricing is valid for in-stock items only.
  • We do not offer rain checks or accept backorders on promotional items.
  • Promotions are subject to change or end at any time without notice.
  • Items with MAP pricing and Gift Cards are excluded unless specifically stated.
  • Promotions cannot be combined unless clearly specified.
  • Clearance, Blowout, and Final Sale items are non-returnable.

 

Shipping Damage

Top Shelf Aquatics will exchange the product – at no cost to you.
Please open all packages and inspect all items for damage immediately upon arrival.
In the event an item is damaged in transit, contact us within 3 business days of delivery and we will replace the item free of charge and cover the cost of shipping you the replacement.

Email us pictures of the damaged product for pre-approval of return at onlinesales@topshelfaquatics.com

Upon approval, our online team will send you a shipping label in order to return the damaged product. Once the product is received, the replacement product will be immediately shipped out.

All Aquariums or Drop Shipped items must go through the manufacturer support directly. 


Manufacturer Defects & Warranties

Top Shelf Aquatics is not liable for manufacturing defects. Please contact the manufacture directly to ensure product is correctly replaced.


 

Points & Rewards

If an order is canceled or refunded, any points earned from that purchase will be removed from your account. This applies to both customer-initiated cancellations and refunds processed by Top Shelf Aquatics.

For orders placed during live sales or special promotions, points will also be deducted if the order is canceled or refunded.

If you return part of an order, points will be adjusted based on the returned items' value. If you have any questions about your points, contact us at onlinesales@topshelfaquatics.com.