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Questions? Call 1-888-THAT-PET

    Returns & Exchanges

    Q: Can I return an item if I'm not satisfied?

    We hope that you are satisfied with merchandise purchased from That Fish Place – That Pet Place. If you are not completely satisfied, please contact a Customer Service Representative. You may return any unused product, within 30 days for a full refund of the item’s purchase price. In the event an item you receive does not meet your needs or expectations, you may return it providing:

    1. The item and original display package must both be in new condition.
    2. All parts, accessories, warranty cards, instructions, ect, must be enclosed and unaltered.
    3. Item was purchased within 30 days of return.

    You must attain "Return Authorization Number" from a Customer Service Representative (1-800-733-3829) before sending any merchandise. We are unable to accept returns on clearance items. Any deviation from these criteria may result in a restocking fee of up to 30% of the original purchase price. The customer will be contacted before any restocking fee is assessed in order to give the customer the option of approving the restocking fee or having the product returned to the customer.

    Returns and credits are subject to the discretion of That Fish Place – That Pet Place.

    Q: What should I do if a product arrives damaged?

    If your merchandise arrives damaged, please contact a Customer Service Representative to report the damage. We must be notified within two days of the order’s arrival to insure proper handling of your claim. Some shipping companies require that a representative inspect the damaged package. Please keep the original packaging, and do not discard the shipping box until the claim is processed or you are otherwise instructed.

    In some situations, damaged merchandise may need to be shipped back to us. If this situation occurs, please attain a "Return Authorization Number" (call 1-800-733-3829) and follow the shipping instructions for returning unwanted, damaged, or defective merchandise.

    Q: What if a product is defective or becomes defective shortly after it is put to use?

    If a product is defective on arrival or becomes defective within 30 days, please notify us before returning it. Most manufacturers allow us to accept returned defective merchandise, but some require that the customer return the product directly to them. Always read the manufacturer's warranty included with the product when you unpack it and keep invoices as proof of purchase.

    If you have defective merchandise to return, please follow the shipping instructions under "Returning Merchandise". We can only refund standard Ground UPS, 4th Class US Mail or FedEx Ground postage on defective or damaged merchandise. Do not ship by UPS Air Service, Federal Express, franchise mailers, etc. as the full amount of these methods of shipping cannot be refunded.

    Q: How should I return unwanted, damaged or defective products?

    Contact a Customer Service Representative prior to returning any merchandise to That Fish Place - That Pet Place. In most cases you must attain a Return Authorization Number from a Customer Service Representative (1-800-733-3829). Once authorization has been given, package the product in a separate box with crumpled paper or foam for protection. Please include a copy of your invoice with the return as proof of purchase. Be sure to include all parts, instructions, warranties, ect, that arrived with the product in their original condition. We recommend postal insurance on return merchandise. We are not responsible for damage to returned merchandise caused by insufficient return handling or for return postage costs. C.O.D. returns will not be accepted. We are unable to accept returns on clearance items. Any deviation from these criteria may result in a restocking fee. Returns and credits are subject to the discretion of That Fish Place – That Pet Place.

    Q: What are the hours of your customer service center?

    Our customer service representatives are available Monday - Friday 8am-7pm EST, Saturday 10am-7pm EST, and Sunday 11am-5pm EST. Please call 1-888-THAT-PET for assistance.