Order Changes, Cancellations & Returns Policy

At Flip Aquatics, our top priority is the health of our animals and the satisfaction of our customers. Because we ship live freshwater livestock and carefully packaged aquarium products, our policies are designed to ensure smooth, safe deliveries while maintaining fairness and transparency for everyone we serve.

We understand that sometimes plans change. Whether you need to modify an order, delay shipping due to tank issues, or return an unused item, we’re here to help. Below is a clear outline of how we handle order changes, cancellations, and returns.

Need to cancel, change, or return an order? Here’s everything you need to know.

Understanding Our 15% Fee

In some cases, a 15% fee will apply to:

• Customer-initiated order cancellations
• Order changes that result in a refund
• Returns of eligible dry goods

Why do we charge this fee? Shipping and managing live animals is complex. This fee helps cover the unique challenges we face when an order is canceled or changed:

• Inventory complications with live animals – We carefully plan and track the animals we bring in, including extras to ensure customer success. When an order is canceled, we often already have livestock en route to fill that order, and now we must find space for them.
• We can’t mix livestock – For the safety of all animals, we don’t combine new arrivals with existing stock due to the risk of illness or cross-contamination. This means we may need to keep canceled livestock in isolation tanks, which quickly reduces space for other incoming shipments.
• Delays and inventory issues – Cancellations create ripple effects across our inventory system, slowing down shipments and making it harder to forecast future needs. This impacts not just one order—but many.
• Non-refundable processing fees – We pay payment processing fees at the time of purchase, and those are not returned to us when a customer cancels their order. This fee helps recover that cost.

No fee will be charged if Flip Aquatics initiates the refund (such as when an item is out of stock). Even if just one item is unavailable and you choose to cancel the full order, the 15% fee will not apply.

Order Changes

If you need to change your order, we require at least 48 hours’ notice prior to your order shipping. Our fulfillment time is up to five business days, and we ship Monday through Thursday, so please plan accordingly.

To request a change, email shipping@flipaquatics.com using the subject line:
“Change Request for Order #XXXXX”

This helps us prioritize your request. Failure to use the proper subject line may result in delays or your request being missed.

If your change involves removing an item and receiving a partial refund, the 15% fee will apply. However, replacing one item with another of equal or greater value will not incur a fee.

Order Cancellations

You may cancel your order if we receive your request at least 48 hours before your order ships. To do so, please email shipping@flipaquatics.com with the subject line:
“Cancellation Request for Order #XXXXX”

If a refund is requested due to a change in your tank conditions (e.g., unstable water parameters), we encourage you to hold off on canceling—we’re happy to hold your livestock for up to 2 weeks. This gives you time to stabilize your aquarium and still receive your healthy livestock when ready.

As with order changes, a 15% fee applies to customer-initiated cancellations. However, if we need to cancel your order—or part of it—due to inventory issues on our end, no fee will be charged. This includes situations where one or more items in your order are unavailable and you choose to cancel the full order as a result.

Order Returns

We do not accept returns on live animals, as the process is unsafe for the livestock and often fatal.

We do accept returns of unused dry goods (non-livestock items) within 30 days of delivery, provided they are:

• In new, unused condition
• In their original packaging

We do not refund shipping costs, and we do not accept returns on used items. Customers are responsible for return shipping costs.

To return an item, please mail it to:

Flip Aquatics, LLC
154 Iddings Ave. SE
Warren, OH 44483

 

Be sure to include a note inside the box with your order number, name, email, and phone number used when placing the original order so we can properly process your return.

Contact Us

For any change, cancellation, or return request, please email: shipping@flipaquatics.com

Use the correct subject line so we can help you quickly:

• Change Request for Order #XXXXX
• Cancellation Request for Order #XXXXX
• Return Request for Order #XXXXX