Why don’t we put our service clients under contract? Because we believe it diminishes trust. That’s why strive to build on a trusting relationship with every service and sale. And just in case, we extend a guarantee to make sure you are 100% satisfied with our products and services!
Our saltwater fish, invertebrates and coral are guaranteed.* If an animal you purchased from us 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 for a minimum of two weeks before they are sold. We do our best to make sure the animals we sell are completely healthy but, sometimes they still get sick or perish before adapting to their new environment. Unless made aware of the specifics of your aquarium and directly suggested by an Imperial Aquatics representative:
- Sick animals qualify for replacement or refund only if the aquarium has been free of parasites or disease for at least six months.
- Perished animals will be replaced or refunded, unless the death was due to: general incompatibility, tank-mate aggression, equipment/mechanical malfunction, improper acclimation, 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.
- The addition of fish, invertebrates or coral not supplied by Imperial Aquatics voids our guarantee.
- 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.
Because of low demand, we no longer stock freshwater fish. We are still willing to supply them to some customers. However, because we no longer have systems dedicated to quarantine freshwater fish, 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.