Our Policies
Privacy Policy
What information do we collect?
We collect information from you when you register on our site, place an order, subscribe to our newsletter or fill out a form.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address or mailing address. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
- To personalize your experience. (Your information helps us to better respond to your individual needs)
- To improve our website. (We continually strive to improve our website offerings based on the information and feedback we receive from you)
- To improve customer service. (Your information helps us to more effectively respond to your customer service requests and support needs)
- To process transactions.
- Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
- To administer a contest, promotion, survey or other site feature.
- To send periodic emails.
- The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
We offer the use of a secure server. All supplied sensitive information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems and are required to keep the information confidential.
Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information).
We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits and keep track of advertisements.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third-party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Online Privacy Policy Only
This online privacy policy applies only to information collected through our website and not to information collected offline.
Your Consent
By using our site, you consent to our privacy policy.
Changes to our Privacy Policy
If we decide to change our privacy policy, we will post those changes on this page, and/or update the Privacy Policy modification date below.
This policy was last modified on 09.10.2020
Return Policy
At Nate’s Fish Tank, the health and wellbeing of all species we offer is our primary concern. Because of the complex procedures involved in properly packaging and shipping aquatic life, we cannot accept the return of any aquatic life. Please make your selections carefully.
Refunding Order
We make sure to take care of our aquatic life up until we drop your package off to be shipped. We are not responsible for any damages or death caused by the shipping company. If, however, your aquatic life dies within the hour you receive it, you can receive store credit or replacement of the item. All taxes, shipping, and packaging fees are non-refunding. Only the price of aquatic life can be store creditable.
If you receive a DOA animal, here’s what to do:
- The specimen has to have been deceased within the hour of arrival.
- Email a picture of the deceased specimen to support@natesfishtank.com immediately. The picture of the deceased specimen needs to be in the original unopened bag. Include in the email your name, order number, picture(s), and a detailed message. We may also require additional information and photos.
- Our guarantee will be void without a clear photo of the dead item.
- If your claim meets the guarantee requirements, we will contact you to either arrange a store credit or replacement of the same item.
- Our guarantee does not include shipping costs – customers are responsible for the cost of shipping on any replacement orders.
Shipping Policy
*Shipping costs are NOT refundable!
We will do our best to ship every order complete, but these are live species and if a fish is not ready, for whatever reason, we will not ship it. Therefore:
1. If we can complete 80% or more of the order, we will ship it and refund the missing portion of the order.
2. If the order is less than 80%, we will ask the hobbyist if they prefer to ship the incomplete order or hold until the following week when we can provide a better fill rate. If the hobbyist still wants the shipment, we will ship and refund for any missing fish.
*In order to make ordering fish online affordable, Nate’s Fish Tank subsidizes the cost of shipping for our customers. Since the extra cost is covered by us, shipping is NOT refundable.
Cancellations:
If you need to cancel your order for any reason, email us at support@natesfishtank.com and include "CANCEL" in the subject line along with your order number.
The deadline to cancel an order is 12pm EST on the day your fish are scheduled to ship.