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REFUND POLICY

Last updated: August 30, 2025

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OVERVIEW

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At PodDrop LLC (“PodDrop,” “we,” “our,” or “us”), we take pride in delivering the highest quality live copepods and phytoplankton, cultivated sustainably and shipped fresh to your door. Due to the perishable nature of our products, our refund and replacement policy is designed to protect both our customers and the health of your reef aquarium.

 

SECTION 1 - NO RETURNS FOR LIVE GOODS

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  • All sales of live aquatic products are final.

  • We do not accept returns or exchanges for live goods under any circumstances, as returning live animals or cultures is not feasible and may compromise their health and safety.

 

SCETION 2 - LIVE ARRIVAL GUARANTEE

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  • We guarantee that your live copepods and phytoplankton will arrive alive and in good condition when delivered on time and received promptly.

  • If your order arrives with significant loss, damage, or appears unhealthy, you may be eligible for a replacement (see Section 3: Claim Process).

 

SECTION 3 - CLAIM PROCESS FOR LIVE ARRIVAL ISSUES

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To qualify for a replacement under our Live Arrival Guarantee, you must:

A. Inspect Your Order Immediately

  • Upon delivery, promptly inspect your package and its contents. Live goods are time- and temperature-sensitive.

B. Contact Us Within 2 Hours

  • Notify us of any issues within 2 hours of the carrier’s delivery timestamp.

  • Email sales@GetPodDrop.com with the subject line: "Live Arrival Claim – Order #[Your Order Number]".

C. Submit Required Documentation

  • Include clear, unedited photos of:

    • The unopened shipping box (showing the shipping label and insulation)

    • The product containers (with close-ups of the contents)

    • Any visible damage or evidence of loss

  • Provide a description of the issue (e.g., number of live vs. dead copepods, water quality, appearance of phytoplankton).

D. Additional Information

  • Include your order number, delivery address, and best contact method.

 

SECTION 4 - RESOLUTION

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  • Replacements: If your claim is approved, we will ship a replacement order at no additional charge, subject to product availability and shipping schedules.

  • Refunds: Refunds are only issued if a replacement is not possible (e.g., out of stock, shipping constraints). Refunds are at PodDrop’s sole discretion.

  • No Double Compensation: If a replacement is provided and arrives alive, no further compensation will be issued.

 

SECTION 5 - EXCLUSIONS & LIMITATIONS

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PodDrop reserves the right to deny claims under the following circumstances:

  • Late Claims: Claims submitted more than 2 hours after delivery.

  • Missing Documentation: Claims without required photos or clear evidence.

  • Unattended Packages: Packages left outside, unretrieved for extended periods, or exposed to temperature extremes after delivery.

  • Incorrect Addresses: Orders shipped to incorrect, incomplete, or outdated addresses provided by the customer.

  • Refused or Missed Deliveries: If delivery is refused or not accepted on the first attempt.

  • Carrier Delays: Losses resulting from carrier delays, weather disruptions, or other events outside PodDrop’s control are not covered unless otherwise stated.

 

SECTION 6 - BULK & SUBSCRIPTION ORDERS

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  • Bulk Orders: The same Live Arrival Guarantee applies. Please inspect all items upon receipt and follow the claim process for any affected units.

  • Subscription Orders: Each recurring shipment is covered by this policy. Please update your address and delivery preferences in your account to ensure successful delivery.

 

SECTION 7 - CUSTOMER SUPPORT

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For any questions about your order, the claim process, or this policy, please contact us at:

 

We are committed to your satisfaction and to supporting healthy, thriving reef aquariums.

By placing an order with PodDrop LLC, you acknowledge and accept the terms of this Refund Policy for Live Goods.

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