Why don’t we put our service clients under contract? Because we believe it diminishes trust. That’s why strive to build a stronger relationship with every service and sale. And just in case, we extend a guarantee to make sure you are 100% satisfied!
Our saltwater fish, invertebrates and coral are guaranteed.* If an animal we’ve added to your aquarium gets sick or dies, let us know within a week of the sale and you get an equal replacement or a refund.
If you are not satisfied with a service we have performed, let us know within a week and we will make the necessary corrections or, the service is on us!
Please note that our guarantee is different than a manufacturer’s warranty; equipment or products purchased through us that are defective or fail should be brought to the attention of the manufacturer and corrected at their discretion.
*Livestock Guarantee Disclaimer:
We quarantine all saltwater fish in an effort to minimize stress and screen for parasites and disease. In addition, our goal is to have the fish adapted to eating flake food before they are sold. We do our best to make sure the animals we sell are completely healthy, but sometimes they struggle to adapt to their new environment. Unfortunately, the following will void our one week guarantee:
- Fish and invertebrates can be obtained as soon as they are in stock. However, if they do not pass through our quarantine procedure, they are not guaranteed.
- To ensure proper transportation and acclimation, only those animals added by an Imperial Aquatics staff member are eligible for a guarantee.
- The addition of fish or invertebrates not supplied by Imperial Aquatics voids our guarantee.
- Sick animals only qualify for replacement or refund if the aquarium has been free of parasites or disease for at least six months.
- Perished animals do not quality for replacement or refund if the death was due to: general incompatibility, tank-mate aggression, equipment/mechanical malfunction, poor husbandry, inadequate water chemistry or typical behavior (e.g. jumping out of the aquarium). Evidence of the deceased specimen and a water sample of the aquarium may be required.
- Refunds or replacements are given towards the original sale only.
- If available, the loss will be replaced in lieu of being refunded.
- The refund comes in the form of store credit.
- Some animals are considered expert-only or exotic; additional stipulations may be present and will be dealt with on an individual basis.
Additional Information:
We welcome special orders and requests. We typically require a deposit or full payment prior to placing orders. However, due to the nature of the industry, we cannot promise a specific fish or invertebrate can be obtained by a certain date.
The customer will be informed once their order has arrived. The guarantee period beings one week after our normal quarantine process is finished. If there is a loss during this time, the same stipulations outlined above will apply. We will continue to hold and care for your fish for one more week, but a holding fee may apply. If we are still holding your order four weeks after it arrived, we will view this as a surrender and look to find the animal(s) a new home; there are no refunds in this situation.
Because of low demand, we no longer stock freshwater fish. We are still willing to supply them to some customers. However, we do not have systems dedicated to quarantine freshwater fish, so we cannot extend the same warranty that we do with saltwater fish. Freshwater fish losses will be dealt with on an individual and discretionary basis. We apologize for the inconvenience and appreciate your understanding.