DAMAGE CLAIMS

Shipping & Claims Information

We want your experience with Nature Aquariums to be smooth and stress-free. Here's everything you need to know about tracking your order, what to do if something is lost or damaged, and how to file a claim.

Your Order Has Been Shipped

  • Your order has been packaged and is waiting for carrier pickup.
  • Carrier tracking is not always real-time. USPS in particular may show no movement even after delivery.
  • If your package is not delivered within 20 days from shipping date, please contact us so we can initiate an insurance claim. Don’t worry — your package is insured!

For Damaged Deliveries

🚚 LTL Freight Shipments (Pallets)

  • Take photos of the pallet from all sides before signing anything.
  • Capture up-close photos of visible damage to the pallet, crate, wrapping, or cardboard.
  • When signing for freight, write the noted damage on the delivery bill and take a picture of it.
  • As you unpack, take pictures of any damaged items.

📦 Common Carriers (UPS, FedEx, USPS)

Please take at least 4 photos of the following:

  • The outside of the packaging
  • The inside packaging (4 angles of how it was packed)
  • The damaged item (from 4 angles)

Submitting a Claim

Once we open a claim, we’ll send you a secure link to sign an affidavit. Most claims are resolved within 10–14 business days, but may resolve faster.

Please Note: Insurance coverage applies only to dry goods. Claims cannot be submitted for live animals, plants, or perishables.


If you have any questions, contact us at hello@natureaquariums.com.