Fish Returns Policy 

 

We take great care to ensure that all fish are healthy and properly packed before shipping. However, due to the nature of live animal shipping, rare cases of DOA (Dead on Arrival) may occur.

 

Eligibility for a Refund

 

If a fish arrives dead or ill, customers must meet the following conditions to be eligible for a refund:

 

1. Immediate Contact - You must contact us within one hour of the delivery time as recorded by the courier. Any claims made after this period will not be accepted.

2. Clear Proof - You must provide a clear video or picture showing the deceased or ill fish inside the original, unopened bag with the seal intact. This is required to verify that the fish did not die or become ill due to improper acclimation or poor water quality (We do include a clear acclimation gide with all fish orders) .
 

3. No Exceptions for Acclimation Losses and poor water quality - We are not responsible for any fish that die after being removed from the original bag and placed in a tank. Acclimation and poor water quality is the buyer’s responsibility. 

4. No guarantee will be offered on any livestock that is not signed for at the first delivery attempt.
 

Refund Process

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• Once we receive and verify your claim, a refund for the cost of the fish will be issued

 

.•Shipping costs are non-refundable.

•We may be able to send a replacement fish depending on the situation 

•we may also ask you to
post back the dead fish, so please do not dispose of them until we have dealt with the claim. Dead fish can be kept in the original sealed plastic bag in a freezer.

•if you are asked to return the casualty this should be done in the original sealed bag that will protect the fish from further damage in transit and should be sent via a traceable delivery method so that you have a valid proof of postage, if returns go missing it will be your responsibility to prove that it arrived at our address, without this proof your claim will not be upheld and will be void
 

By purchasing from us, you agree to these terms. If you do not follow the above steps, we cannot offer a refund.