Our quality guarantee
We stand behind every bag we ship. If your order arrives with damage, manufacturing defects, or anything that compromises the product, we will make it right with a replacement or refund.
Why we don’t accept general returns
DynariX products are perishable consumable goods (fish food). For health and safety reasons, we cannot accept returns of unopened or partially used product. Please order the size that suits your tank, or take advantage of smaller bag sizes for a first try.
What we replace or refund
- Damaged in transit — torn, crushed, or moisture-damaged bags.
- Manufacturing defects — sealed bag with foreign material, off odour, or visibly compromised pellets.
- Wrong item shipped — you ordered Cichlid 2mm and received Veggie 1mm.
- Lost shipments — package marked delivered but not received, after carrier investigation.
How to request
Email info@dynarix.ca within 14 days of delivery with:
- Your order number.
- A description of the issue.
- A photo of the front of the bag and any damage.
- A clear photo of the back of the bag, showing the lot code and best-by date.
- For shipping damage, photos of the outer box are also helpful.
We will reply within 1 to 2 business days. Most issues are resolved with a replacement shipped at no cost. When a replacement is not appropriate, we will refund to the original payment method.
What we don’t cover
- Change of mind on perishable consumables.
- Damage caused after delivery (improper storage, exposure to moisture or heat).
- Issues reported more than 14 days after delivery.
Refund timing
If we issue a refund, it is processed back to the original payment method within 3 to 5 business days. Your bank or card issuer may take an additional 5 to 10 days to reflect the refund on your statement.
Contact
Questions? Email info@dynarix.ca.