Terms & Conditions

Attention Please:
For Livestocks like shrimp, fish and plant, delivery only can be arranged on Monday, Tuesday or Wednesday. Thanks!

For Kedah, Johor, Terengganu and Kelantan, delivery only can be arranged on Monday and Tuesday.
Please take note that for every orders we once sent out for our valuable customer, we will update the tracking number, if items are not received within 3 days, you can either:
- Revert back to reached us via Whatsapp 012-4922075 or Email: [email protected]
- For fastest solution, you can direct contact the relate courier service.
*If no response from our valuable customer, we will assume and consider you had received the items and totally satisfied with the items.
We appreciated your co-operation.
Thank you for your understanding.

Shipment Charges

For West Malaysia

Livestock, for example shrimps – RM20.00 for 1st 2kg (Pack with polystyrene box, ice gel)

Others – RM12.00 for 1st 2kg

(RM2.00 for every added kg)


For East Malaysia

Livestock, for example shrimps – RM30.00 for 1st kg (Pack with polystyrene box, ice gel)

Others – RM22.00 for 1st kg

(RM22.00 for every added kg)


Return Policy

We value your shopping experience, that's why we also accept exchange (for item of equal or lesser value) if the item does not live up to your expectation or any other reasons beyond our wildest imagination.

7 days return or exchange policy
If you are NOT 100% satisfied with your purchase, we will gladly accept returns of packages within 7 days of the order date and issue a full refund.

All we ask is the condition of the product is:
- not used
- in the same condition you received it
- in the original box or packaging

Return or exchange procedures

Please request for return or exchange by emailing us within 7 days from the day order is received.
You have to include the following details:
- Order number
- Name Contact number
- Product to return or exchange
- Reason for return or exchange
Once we receive your request for return or exchange, we shall contact you within 3 business days for further instructions.

To exchange item, please let us know the item you want to have in exchanged.

In most cases, you will need to bear the shipping charges for returning the item to us.
However, if we send the wrong or defective items to you, we will bear all the cost of return shipping (as long as you use a standard shipping method) and we will ensure we send the correct item to you.

**Remember, before you ship anything to us, please email us first so that we can provide you a complete return instructions.

For broken item because of courier careless, customer has to make complaint and report the case to the respective courier service within one 3 days after item received. Failure to do that, we are sorry that we cannot proceed for any refund or replacement. Customer’s co-operation is highly appreciated.

DOA Guarantee

Ace Story Aquatic provide below guarantees on all livestock:

1) DOA (dead on arrived) Guarantee

Any casualties claim must be made immediately within 2 hours upon goods received.

CLEAR picture showing the quantity of the casualties before unpack the breathing air bag is needed to be captured.


2) Satisfaction Guarantee (For Plants)

Any unsatisfied, you must inform us immediately within 2 hours upon goods received.

A photo of the stock must be captured.

You can reach us and send photos thru:

Email ([email protected])


SMS/WhatsApp (012-4922075).


**The DOA Guarantee will not cover for :

- Wrong information given for (Name, address, and telephone number).

- Item sent, and there is no one at the mention location to receive the item.

- During the sending process, courier service unable to contact the receiver cause the delay for the item.


***Please take note that :

- We will not liable for any casualties claim if no picture are presented or exceed 2 hours.

- We provide 100% refund for the casualties.

- We provide postage fee for damage item only.

- For unsatisfied products, buyer have to bear the postage fee for exchange and replacement.

- Buyer need to top up the postage fee for goods to be re-delivered as per request.

- We will not liable for any casualties claim if no proof of pictures are presented or exceed 2 hours.

- If there is no respond or complaint after 2 hours item being received, we will assume that customer is satisfied with the product already and no argument will be entertain after that.


*** All product images are for illustrative purposes only and may differ from the actual product. Due to maturity and blooming cycle, colors of products may also appear different to those shown on the site.

***Most plants are growing outdoor, dry, broken and wounded leaves are inevitable. Please re-consider before decided getting the plants or Whatsapp us to check its condition.

***All plants might get a little dry or yellowish due to courier. Please re-consider before decided getting the plants.

* Succulent Plant

We pledge we will try our best to pack it properly and avoid any damage or leaves fallen. Failure to do that, we are so sorry that is because of courier service and is out of our control. We will pack it separately to prevent damage. When you received, you just put back the soil into pot and replant it.