Returns &
Refund Policy

Due to the nature of live aquatic products, all returns and refunds are strictly controlled.

By placing an order on MyTankScape, you agree to this policy.

Refunds are ONLY applicable in the following cases:

• Dead on Arrival (DOA)
• Wrong item delivered
• Missing quantity

To qualify for a DOA claim, you MUST:

• Record a continuous unboxing video starting BEFORE opening the package
• Clearly show:
  • Sealed package
  • Shipping label
  • Full unboxing
  • Condition of fish immediately after opening
• Submit your claim within 2 hours of delivery

Refunds will NOT be issued if:

• No valid video proof is provided
• Claim submitted after 2 hours
• Improper acclimation or handling
• Water conditions unsuitable
• Customer was unavailable at delivery
• Delay caused by customer

1. Record full unboxing video
2. Take clear photos (if needed)
3. Submit claim through your account or support
4. Wait for review

• Claims are reviewed within 24–48 hours
• Decision is based on:
  • Submitted evidence
  • Shipping condition
  • Vendor history

Possible outcomes

• Approved refunds are processed within 5–10 business days
• Refunds are issued via the original payment method

Any attempt to:

• Submit false claims
• Reuse old videos
• Manipulate evidence