Order Processing Time
We strive to get all orders shipped out as quickly as possible, most orders ship the next business day with the exception of isopod and other invertebrate sales (see below). We ship via USPS and UPS, please check their website for transit times originating from zip code 32780. If there is an issue with your order, we will contact you via email.
You will receive an automatic email notifying you that the shipping label has been created and your order is ready to ship, at this point orders cannot be canceled. Prior to the label being generated, you can cancel your order without any penalties or fees.
Returns and Exchanges
You have 15 days from receiving the order to notify us that you wish to return items for a refund or exchange. Notify us by email (info@HermitHarbor.com) which items and the reason you wish to return, we will respond with confirmation that the specific items are eligible for return and instructions on returning them. We must receive items approved for return/exchange within 15 calendar days of approving their return. Items eligible for return/exchange include unused shells and sealife, aquarium decor and accessories, and general pet supplies in their original packaging. Opened items or any that show signs of use cannot be returned. Any item considered to be a food or supplement cannot be returned. Shipping costs for returns are the buyer’s responsibility. Buyer is also responsible for shipping costs on the replacement items for an exchange. If you would like to receive pictures of the exact shells and sealife that will be shipped to you, email us this request immediately after submitting your online order. We will gladly photograph the exact shells/sealife that will be packaged and wait to ship until we have your approval.
Damaged, Incorrect, or Missing Items
You have 48 hours from the time of delivery to inspect your shipment and notify us of any missing, damaged, or incorrect product. Send pictures of the incorrect or damaged item and describe the issue in an email to info@HermitHarbor.com. With shells and other natural products please note that variations in color, texture, size, and condition vary and may not be considered “damaged or incorrect”. Replacement costs for damaged, missing or incorrect product will be the responsibility of Hermit Harbor. Hermit Harbor may require return of the incorrect or damaged product within 15 calendar days at our expense.
Live Arrival Guarantee (LAG)
All isopod and other invertebrate orders ship on Monday or Tuesday with next day, two day, or 3 day delivery. Depending on the day of the week that your order is placed, it may not ship until the following week, weather permitting. Temperatures along the transit route from Florida to the customer’s location may require the order to be held until conditions are more favorable. We guarantee live arrival of all isopods and invertebrates, you have 60 minutes from the time of delivery to inspect your shipment and notify us by email of any issues. Any specimens found dead on arrival must be laid out on a white background and photographed. Email photos to info@HermitHarbor.com, include your name, address, and order number in the email. Please retain all packaging and deceased animals, we may request additional photos. There is no LAG on deliveries to your door and not held at a hub. We cannot be held liable for carrier delays. Refund or replacement under the Live Arrival Guarantee is at the sole discretion of Hermit Harbor. We do not accept returns of any live animals.
Waiver of Liability
Hermit Harbor and its suppliers make no representations or warranties on the suitability, reliability, availability, and accuracy of the information, products, services, and related material on the site for any purpose. Hermit Harbor and its suppliers hereby disclaim all warranties expressed or implied, or conditions of merchantability, fitness for a particular purpose, title, and non-infringement.
To the maximum extent permitted by applicable law, Hermit Harbor and/or its suppliers will in no event be held liable for any direct or indirect, incidental, punitive, consequential or other damages resulting from the use of any products, services, or informative on this site.