Customer Service
Shipping Policy The cutoff for non-livestock Next Day Air shipments is 12PM in most cases. Most packages ship via FedEx ground carrier and will be delivered in 3-7 business days except for Alaska, Hawaii & Puerto Rico. At this time, we are not shipping outside of the United States.
Motor Freight (LTL) Shipments Oversize or heavy items that cannot be sent by traditional package delivery will be shipped via a motor freight carrier . After the carrier receives your order, they will contact you to schedule a delivery time if the delivery address is residential. Liftgate delivery for residential addresses is available at an extra cost.Typically, carriers require a minimum four-hour window for delivery. An adult older than 18 must be present and available to sign for the delivery.
Damaged or Incorrect Shipments If you are missing items or were shipped incorrect items please contact us within 24 hours. Snails, and other Livestock have a 14 day Live Goods Guarantee. If, within 14 days of receiving your items they appear to be dead, please notify us as soon as possible. This guarantee does not cover any associated shipping costs, as they are not refundable.
Returns Policy You may return most new, unopened items within 15 days of delivery. All returns must have an RA# (Return Authorization Number).There is a 15% restocking fee on products returns. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) Otherwise, customer is responsible for shipping cost to us. Special orders, cut liner and used items are not returnable.
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Livestock Policy
Fish and other livestock are shipped for tropical aquarium, lined pond or research purpose only unless you possess proper permits. We will not knowingly export any restricted species. Stocking fish into waters of your state, including your private property, may require a stocking permit. By placing this order you confirm that you understand these conditions and your legal responsibilities as they apply in your state, county and town.
Smith Creek Fish Farm will guarantee your livestock purchase to arrive alive and healthy to your door, In the event of any loss, Smith Creek Fish Farm will replace the livestock or issue a store credit for the purchase amount of the fish excluding shipping costs.No refunds store credit only. In the unlikely event of a DOA situation, buyer should not open the bag until pictures are taken. Please take a few clear pictures of the DOA livestock in the unopened bag and email them to info@smithcreekfishfarm.com,within four (4) hours of delivery. Shipping fees are non-refundable. Fish must be received with first attempt at delivery and be signed for, no exceptions. Please check your mailing address to make sure it is correct. Every order will come with tracking information, if an email address is given, so you will know the status of your order en-route.
Only next-day live item delivery shipments are guaranteed.
Any damage noted to the exterior of a delivered package must be immediately reported to the delivery person at the time the package is accepted. Failure to report damage at the time of delivery will void our conditional guarantee. Smith Creek Fish Farm will handle all delay and/or damage claims directly with the courier company Please inspect your order upon arrival.
Phone:585.322.7805