At MK Aquarium Store, many of our products are large, custom-built, and shipped via freight. Please review this policy carefully before placing an order.
IMPORTANT – INSPECTION UPON DELIVERY (VERY IMPORTANT)
All customers must inspect their shipment immediately upon delivery.
- Before opening or installing the product, inspect the outer packaging for any visible damage.
- If the package appears damaged, do NOT discard the packaging.
- Report the damage to the delivery driver immediately and note it on the delivery receipt.
Please take clear photos and/or videos of:
- The outer packaging
- The damaged area
- The shipping label
Failure to report visible shipping damage at the time of delivery may result in the claim being denied.
Please contact us within 24 hours of delivery at:
📧 support@mkaquariumstore.com
30-Day Policy Window
Our policy applies for 30 days after delivery.
Please inspect your order as soon as it arrives. Unfortunately, if 30 days have passed since delivery, we are unable to offer refunds, replacements, or credits.
TANKS, PONDS & LARGE AQUARIUMS (NO RETURNS)
Due to their size, weight, and shipping costs, the following items are FINAL SALE and NOT eligible for return or refund:
- Aquariums
- Tanks
- Ponds
- Large custom or freight-shipped items
This includes:
- Buyer’s remorse
- Incorrect sizing chosen by the customer
- Change of mind after delivery
Shipping costs for these items are non-refundable.
DAMAGED ITEMS (SHIPPING DAMAGE)
If your item is damaged during transit:
- The damage must be reported immediately upon delivery
- Proof is required (photos/videos of the packaging and damaged item)
- Do not install or use the item
Once verified, we will:
- Assess the damage
- Arrange a replacement for the damaged part (not a full refund for tanks)
- Work directly with our logistics partner
MANUFACTURING DEFECTS
If you believe your product has a manufacturing defect:
- Contact us within 30 days of delivery
- Provide clear photos and/or videos showing the issue
- Do not attempt repairs before contacting us
After assessment, we may:
- Send a replacement part
- Offer a repair solution
- Provide store credit where applicable
Final resolution is determined after review by our technical team.
ELIGIBLE RETURNS (NON-TANK ITEMS)
Returns may be accepted for non-tank, non-freight items only, provided:
- Request is made within 30 days of delivery
- Item is unused and in original condition
- Proof of purchase is provided
Exclusions:
- Tanks, ponds, aquariums
- Live plants, moss, livestock
- Custom or made-to-order items
RESTOCKING FEES
- Items valued over USD 200 may incur a 30% restocking fee
- Approved cancellations after processing may incur a 15% restocking fee
Shipping fees are non-refundable.
ORDER CANCELLATIONS
- Orders may be cancelled within 24 hours of placement
- Once production or processing begins, cancellations are not guaranteed
- Orders that have shipped cannot be cancelled or refunded
To request a cancellation, email us immediately at:
📧 support@mkaquariumstore.com
RETURN SHIPPING (Home Aquarium Category Sales)
- Return shipping costs are the customer’s responsibility
- We recommend using a trackable shipping service
- We are not responsible for lost return shipments
Do NOT send returns to the manufacturer or to the address on the package.
UNDELIVERED / REFUSED SHIPMENTS
- Incorrect or incomplete addresses may result in reshipping fees
- Refused or rejected packages are not eligible for refunds
- Freight shipments returned to warehouses may not be recoverable
Please double-check your address at checkout.
REFUNDS (IF APPLICABLE)
If a refund is approved:
- It will be issued to the original payment method
- Processing times depend on your bank or payment provider
If you haven’t received your refund:
SHIPPING UPDATES & DELAYS
Shipping timelines are estimates, not guarantees.
Customs inspections, holidays, weather, or carrier backlogs may cause delays.
We actively monitor all shipments and work with our logistics partners to ensure delivery as quickly as poss
