Shipping & Returns
Flow Goby LLC — Shipping & Returns Policy
Effective Date: August 24, 2026
Website: https://flowgoby.com
This Shipping & Returns Policy ("Policy") describes how Flow Goby LLC ("Flow Goby," "we," "us," or "our") ships orders and handles returns, refunds, replacements, and related delivery issues. This Policy provides additional detail and operational instructions for the shipping, delivery, and returns provisions referenced in our Terms of Service (available at https://flowgoby.com/pages/terms-of-service), and should be read together with that document.
If there is ever a conflict between this Policy and the Terms of Service regarding shipping, delivery, damage claims, or returns, this Shipping & Returns Policy will control for those specific matters, unless applicable law requires otherwise. The Terms of Service govern all other matters.
By placing an order with Flow Goby, you agree to this Policy.
1. Where We Ship
Flow Goby currently ships to addresses within the 48 contiguous United States and the District of Columbia. We do not currently ship to Alaska, Hawaii, U.S. territories, PO-eligible international addresses, or APO/FPO addresses.
We may ship to PO Boxes upon request, but PO Box delivery is available only through USPS and only for products eligible for PO Box delivery. Oversized, freight-shipped, and certain other products cannot be delivered to a PO Box.
Certain products may carry additional geographic, carrier, size, weight, or hazardous-material shipping restrictions disclosed on the applicable product page. We reserve the right to refuse or cancel any order that cannot reasonably or lawfully be delivered to the requested destination.
2. Shipping Rates & Free Shipping
We offer free standard shipping on eligible orders of $150 or more, shipped within the 48 contiguous United States. Certain products do not qualify for free shipping; where that applies, it will be noted on the product page, and standard shipping charges will apply instead.
For orders that do not qualify for free shipping, we offer Standard and 2-Day Air shipping options. Shipping charges are generally calculated as flat rates based on estimated weight, package dimensions, destination, product characteristics, and carrier costs, and will be shown at checkout before you complete your order.
Shipping charges, free-shipping thresholds, and excluded products may change at any time and are not guaranteed for future orders.
3. Order Processing Times
Orders placed by 1:00 PM Arizona time (MST), Monday through Friday, excluding holidays, will typically ship the same business day. Orders placed after that cutoff, or on weekends or holidays, will typically ship the next business day.
While most orders ship the same or next business day, processing may occasionally take up to 1–2 business days depending on the product, order volume, or inventory verification. Processing time is separate from carrier transit time, and estimated delivery dates shown at checkout or in shipping confirmations are estimates only — they are not guaranteed delivery dates unless we expressly state otherwise.
Orders may ship in multiple packages or partial shipments depending on the products ordered, inventory availability, or fulfillment requirements.
4. Our Shipping Carriers & Delivery Timelines
We partner with UPS, USPS, and FedEx to deliver standard parcel orders, and we reserve the right to use other carriers, including freight carriers, as necessary.
Typical parcel delivery timelines (business days, after processing):
- UPS: Typically less than 4 business days.
- USPS: Typically 7–10 business days (delivers Monday–Saturday).
Actual delivery times vary by destination and are estimates only, not guarantees.
Freight (LTL) Delivery for Large & Oversized Items
Aquariums, stands, and other large or heavy items may ship via a freight (LTL) carrier rather than standard parcel service. Freight deliveries work differently than a typical UPS, USPS, or FedEx delivery:
- Curbside delivery only. The freight carrier will deliver to the curb or end of your driveway. Moving the item indoors or upstairs is the customer's responsibility.
- Delivery appointments. The freight carrier will typically call in advance to schedule a delivery window. Please respond promptly to scheduling calls to avoid delays or redelivery fees.
- Inspect before you sign. You must inspect the shipment for visible damage before signing the carrier's delivery receipt or bill of lading (BOL). If there is any visible damage to the packaging or product, you must note it in writing on the BOL before the driver leaves. Signing a BOL "clear" (with no damage noted) when damage is visible may result in the loss of your ability to file a freight claim or receive a replacement, refund, or return for that damage.
- Freight shipments are also subject to the damage-reporting requirements in Section 6 below, including providing photographic evidence within 24 hours of delivery.
5. Delays, Tracking & Lost Packages
Delays. Storms, natural disasters, carrier disruptions, incorrect or incomplete address information, and other events outside our reasonable control may cause shipping delays. We are not responsible for, and are unable to refund or compensate for, delays caused by shipping carriers or other circumstances outside our control, except as required by applicable law.
Tracking. Tracking information is emailed once your order ships. Delivery updates, exceptions, and active delays will generally be reflected on the carrier's tracking page.
Lost or missing packages. If tracking shows your order as delivered but you're unable to locate it, please contact us promptly at support@flowgoby.com. We will work with the carrier to investigate, and may, at our discretion and subject to applicable law, offer a replacement, refund, carrier claim assistance, or another reasonable resolution.
Address accuracy. Customers are responsible for providing a complete and accurate shipping address. Flow Goby is not responsible for delayed, misdelivered, or undeliverable packages resulting from an incorrect or incomplete address provided at checkout. Please contact us as soon as possible if you notice an error — we will do our best to correct it before the order ships, but changes cannot be guaranteed once an order has entered processing or shipped.
Refused or undeliverable packages. If a package is refused at delivery, undeliverable as addressed, or returned to us by the carrier for reasons other than our error, the customer is responsible for original and return shipping costs, and a 15% restocking fee may apply before any refund is issued.
6. Damaged Shipments
Standard (non-fragile) shipments. If your order arrives damaged, you must notify us within 24 hours of delivery by emailing support@flowgoby.com with photographs of the damaged packaging and product. Failure to report damage within this window will affect your eligibility for a return, replacement, or refund.
Glass aquariums, tank stands, and other fragile or freight-shipped items. These items carry heightened shipping risk and are subject to stricter requirements:
1. You must inspect the item for visible damage before the delivery driver leaves.
2. Any visible damage must be noted in writing on the delivery receipt or bill of lading at the time of delivery, with the driver present.
3. You must then email support@flowgoby.com within 24 hours of delivery with photographic evidence of the damage and a description of the issue.
If this process is not followed, your order will not be eligible for a refund, replacement, or return based on shipping damage, except where applicable law requires otherwise.
If a reported damage claim is approved, Flow Goby will arrange a replacement or refund and will cover the associated return shipping costs — you will not be charged a restocking fee for a valid damage claim.
7. Returns
Standard 30-Day Return Window
You may return most new, unused, unopened items in their original packaging (with all original accessories, components, and documentation) within 30 days of delivery. After 30 days, please contact the product's manufacturer directly for support, repair, or replacement under the manufacturer's warranty (see Section 10).
Products showing signs of use, installation, or water exposure are not eligible for return.
Return Shipping & Restocking Fee
For ordinary returns (including change-of-mind returns or ordering the wrong product):
- The customer is responsible for return shipping costs.
- Original shipping charges are non-refundable.
- A 15% restocking fee will be deducted from the refund.
If the return is due to our error — including a defective item, an incorrect item shipped, or a qualifying, properly-reported shipping-damage claim — we will not charge a restocking fee, and we will generally cover return shipping. In these cases, we typically email a prepaid return shipping label; the exact method may vary case by case.
Non-Returnable & Final Sale Items
The following items cannot be returned for a change of mind or other ordinary reason:
- Built-to-order / custom-made items — non-returnable and non-refundable, except for a verified manufacturer defect.
- Aquariums, tank stands, and any item marked Clearance or Final Sale — non-returnable and non-refundable for ordinary reasons, but still eligible for a return, replacement, or refund if the item is defective, was shipped incorrectly, or was damaged in shipping and the applicable inspection and reporting requirements in Section 6 were followed.
How to Start a Return
Returns require authorization before you ship anything back to us. To start a return:
1. Email support@flowgoby.com with your order number, the specific product(s) you wish to return, and the reason for the return.
2. If the return relates to damage or a defect, include photos as described in Section 6.
3. We will confirm whether the item is eligible and provide return authorization and instructions, including the return shipping address.
Items shipped back to us without prior authorization may be refused or experience delays in processing.
Refunds
Once we receive and inspect your returned item, refunds are generally processed within 5–7 business days. Depending on carrier transit time to return the item to us and your bank or card issuer's posting time, please allow approximately 2–4 weeks total from the day you ship your return to the day the refund appears in your account. Refunds are issued to the original payment method.
Exchanges
We generally do not offer product exchanges as a standard return option. If you'd like a different product, please return the eligible item for a refund and place a new order. At our discretion, we may offer a replacement or exchange at no additional product cost — most commonly where a qualifying delivery-damage issue has been properly reported under Section 6.
8. Order Cancellations
You may request to cancel an order any time before it ships by contacting us at support@flowgoby.com. We'll do our best to accommodate the request, but cancellation cannot be guaranteed once an order has entered processing or fulfillment. If we're unable to cancel an order in time, it will be treated as a standard shipment and will remain subject to this Policy.
9. Warranties
All product warranties are provided by the product manufacturer, not by Flow Goby, unless we've expressly stated a separate written warranty for a specific product. The existence of a manufacturer's warranty does not mean Flow Goby provides or assumes the manufacturer's warranty obligations.
Technical issues, troubleshooting, repairs, and warranty claims are generally handled most effectively by the manufacturer directly. As a courtesy, we're happy to help point you toward the right manufacturer contact — just reach out to support@flowgoby.com.
Warranty eligibility is determined by the manufacturer and may be affected by misuse, improper installation, improper maintenance, unauthorized modification, accident, or failure to follow manufacturer instructions.
10. Manufacturer Contact Information
The list below is provided as a courtesy to help you reach the appropriate manufacturer for warranty, repair, or technical support. This information is subject to change, and Flow Goby is not responsible for the accuracy of third-party contact details. If your product's manufacturer is not listed, contact us at support@flowgoby.com and we'll do our best to help.
- Abyzz – (985) 781-9078 | http://www.coralvue.com/support/
- Algae Free – (608) 516-4274 | algaefreeservice@algaefree.com
- American Marine – (800) 925-4689 | info@americanmarineusa.com
- Aqua Illumination – (515) 233-5105 ext. 2 | AI's Support Portal
- Aqua Ultraviolet – (800) 454-2725 | Aqua Ultraviolet Support Portal
- Aquatic Life – (888) 548-3480 | customersupport@aquaticlife.com
- AquaEl – export@aquael.pl
- Aquatop – (888) 915-2782 | support@aquatop.com
- Aqueon – (888) 255-4527
- ATI – (303) 459-2119 | Customercare@atinorthamerica.com
- AutoAqua – (985) 781-9078 | http://www.coralvue.com/support/
- AvidAqua – (507) 401-5606 | info@avidaqua.com
- Biorb – (888) 755-5646 | support@biorb.com
- BlueLife – (401) 307-3474 | inquiry@bluelifeusa.com
- Boyd – (855) 655-2100 | info@chemipure.com
- Brightwell Aquatics – (570) 486-4787 | http://brightwellaquatics.com/support/
- Bubble Magus – https://www.seasideaquatics.com/support/
- Captiv8 – (307) 217-6324
- CaribSea – (772) 461-1113
- Continuum – (570) 486-4787 | http://www.continuumaquatics.com/contact.php
- CoralRx – (954) 458-1010
- CoralVue – (985) 781-9078 | http://www.coralvue.com/support/
- CPR Aquatics – (707) 826-9636 | cpr@cpraquatic.com
- Dainichi – (714) 939-6900 | sales@dainichi.com
- Danner – (800) 458-5876 | customerservice@dannermfg.com
- Dymax – (985) 781-9078
- Ecosystem – (949) 350-7634 | salessupport@gbhdesigns.com
- EcoTech Marine – (610) 954-8480 | service@ecotechmarine.com
- Eheim – 1-888-89-EHEIM | info@eheimsupport.com
- Eshopps – (626) 968-3678 | Eshopps Support Portal
- ESV – (516) 605-0531 | esvaquarium@gmail.com
- Fauna Marin – support@faunamarin.de
- Fritz – (800) 955-1323 | sales@fritzaquatics.com
- Galapagos – (805) 695-2505 | sales@galapagospet.com
- Gryphon – (818) 890-7770 | question@gryphoncorp.com
- Giesemann – (985) 781-9078 | http://www.coralvue.com/support/
- Hanna Instruments – (800) 426-6287 | tech@hannainst.com
- HM Digital – (800) 383-2777 | info@hmdigital.com
- Hygger – service@hygger-online.com
- IceCap – (985) 781-9078 | http://www.coralvue.com/support/
- Innovative Marine – (866) 368-7941 | Info@innovative-marine.com
- JBJ – (877) 374-9981 | support@jbjaquarium.com
- Kessil – (510) 620-5250 | kessil@kessil.com
- Kolar – support@kolarlabs.com
- Komodo – sales.admin@happypet.co.uk
- Kordon – (800) 877-7387
- Lee's – (760) 744-8230 | CustServ@leesaqpet.com
- Lifegard Aquatics – info@lifegardaquatics.com
- Liquid Gardens – sales@liquid-gardens.com
- Loc-Line – (800) 423-1625 | info@loc-line.com
- Marineland – (800) 322-1266 | TechSupport@marineland.com
- Maxspect – cs@maxspect.com
- Milwaukee Instruments – (252) 443-3630 | Sales@Milwaukeeinstruments.com
- Neptune Systems – (408) 275-2205 | support@neptunesystems.com
- Ocean Nutrition – (510) 792-7200 | info@oceannutrition.com
- Panworld – webmaster@panworldpump.com
- PikStik – (800) 341-4674 | CUSTOMERSERVICE@PIKSTIK.COM
- Pisces – (833) 274-7237 | sales@piscesusa.com
- Piscine Energetics – (888) 220-2238
- Poly Bio Marine – (610) 404-1400
- Python – (888) 263-6668 | support@pythonproducts.com
- Red Sea – 1-888-REDSEA9 | redseainfo@redseafish.com
- ReefBreeders – info@reefbreeders.com
- Reef Octopus – (985) 781-9078 | http://www.coralvue.com/support/
- Reeflo – help@reeflopumps.com
- RK2 – (760) 746-7400 | sales@rk2.com
- Rod's Food – (815) 748-2141
- Ruby Reef – (443) 250-4811 | RubyReef@RubyReef.net
- San Francisco Bay Brand – (510) 792-7200 | info@sfbb.com
- Seachem – (888) 732-0003 | support@seachem.com
- Sicce – infous@sicce.com
- Spectrapure – (480) 894-5437 | support@spectrapure.com
- Teco – service@tecous.com
- Tetra – (800) 526-0650
- Trigger Systems – support@triggersys.com
- Triton Lab – hello@triton.de
- Tropic Marin – (413) 367-0101 | office@tropicmarin-usa.com
- Two Little Fishies – (305) 623-7695 | info@twolittlefishies.com
- Ultralife – (203) 815-4060 | sales@ultralife.com
- VCA – (623) 233-6908
- Weco – (855) 313-WECO | customerservice@wecoaquatics.com
- XPAqua – service@xpaqua.com
- Zilla – (888) 255-4527
- Zoomed – (888) 496-6633
11. Changes to This Policy
Flow Goby may update or revise this Policy from time to time. Revised versions become effective when posted to our website unless a different effective date is stated. The version of this Policy in effect at the time an order is placed will generally govern that order's shipping, delivery, and returns terms, unless applicable law requires otherwise.
12. Contact Us
For questions about shipping, order status, damage claims, returns, or refunds, contact us at:
Email: support@flowgoby.com
Website: https://flowgoby.com