Refund policy
Flow Goby LLC — Returns and Refunds Policy
Effective Date: August 24, 2026
Website: https://flowgoby.com
This Returns and Refunds Policy ("Policy") describes how Flow Goby LLC ("Flow Goby," "we," "us," or "our") handles returns, refunds, and replacements. This Policy provides additional detail and operational instructions for the returns provisions referenced in our Terms of Service (available at https://flowgoby.com/pages/terms-of-service) and our Shipping Policy (available at https://flowgoby.com/pages/shipping-policy), and should be read together with those documents.
If there is ever a conflict between this Policy and the Terms of Service regarding returns, refunds, or replacements, this Returns and Refunds 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. 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 9).
Products showing signs of use, installation, or water exposure are not eligible for return.
2. 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.
3. 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 4 were followed.
4. Damaged or Defective Items
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.
5. 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 4.
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.
6. 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.
7. 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 4.
8. 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.
9. 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
10. 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 returns and refund terms, unless applicable law requires otherwise.
11. Contact Us
For questions about returns, refunds, replacements, or damage claims, contact us at:
Email: support@flowgoby.com
Website: https://flowgoby.com