Refunds on live fish will be accepted up until 72 hours before the fish is scheduled to be shipped. No refunds will be issued on fish within 72 hours of the scheduled shipping time. Unopened dry goods will be accepted for a full refund within 7 days of receiving. Return shipping is buyer responsibility.
Live on Arrival Guarantee
Yes, our fish have a Live-on-Arrival guarantee. **You must be available to receive the package the day of delivery.
If a fish expires in transit, we will replace the fish, however, you will be responsible for the shipping costs. The replacement fish must be of equal or lesser value than the initial purchase.
We are not responsible for the mishandling of your package during transport or any late deliveries. Once the package is in transport, we will not be held liable for any damages to the package. We most certainly may help redirect you to the carrier responsible.
UPDATE 9/30/2020: Arrival times of all packages are ESTIMATED. We do not guarantee FedEx will meet their commitments. In our attempts to provide the best rates, our negotiated rates are non-refundable for late deliveries. Please note that FedEx customer service representatives do not have access to our account and may provide incorrect information. With COVID-19, FedEx has suspended their money-back guarantee for all express shipments.
Please visit https://www.fedex.com/en-us/service-alerts.html for updated service alerts.
IN ORDER FOR US TO HONOR A DOA CLAIM (Dead on Arrival), YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING).
To process a DOA Claim, please create a Support Ticket and attach photos showing us the loss of your fish. If approved, we will coordinate with you to replace the fish with a fish of similar color and size, AT OUR DISCRETION. You will still be responsible for any shipping costs associated with the replacement. We work very hard to make sure that you receive your fish alive.
More information on processing a DOA Claim can be found here.