Refund policy

Returns, exchanges and shipping damage

We offer eligible exchanges within 30 days of delivery. We do not offer refunds, except where required by applicable law.

Request an exchange

Email finsandpawssub@gmail.com within 30 days of delivery with your order number and a description of the issue. Contact us before sending any item back so we can provide instructions.

Undamaged non-perishable items

Non-perishable items may be exchanged within 30 days of delivery if they are in their original condition. A $25 restocking fee applies to these undamaged-item exchanges.

Perishable items

Fish food and Bio-Seed are perishable and are not returnable. If there is a problem with your fish food, contact us so we can review the issue and discuss a possible replacement.

Items damaged in shipping

We require photographs to review and confirm shipping damage. Take photos of the damaged item and packaging only when safe to do so. Do not handle broken glass or a damaged mercury-containing lamp to obtain photographs. Contact us promptly and within 30 days of delivery.

Once shipping damage is confirmed, we exchange or replace the affected item without a restocking fee. We will provide instructions about whether a return or disposal is required.

Return shipping

For authorized returns, Fins & Paws pays for the return shipping label and emails it to the customer. Please follow the instructions supplied with your authorization.

Damaged UV lamps containing mercury

Do not mail a damaged mercury-containing UV lamp back without specific instructions. Follow the manufacturer’s instructions, EPA guidance for cleaning up a broken mercury-containing lamp, and your local waste authority’s disposal requirements. EPA describes a glass jar with a metal lid or a sealable plastic bag for collected debris; a paper bag alone is not suitable containment. Proper containment does not replace appropriate recycling or disposal. See EPA recycling and disposal guidance.

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.