RETURN & REFUND POLICY
LIVE ARRIVAL AND STAY ALIVE GUARANTEE
We provide live arrival and stay alive for 7 day guarantee with every overnight shipping order.
We're taking great care of our fish and confident enough to offer you the 7 day stay alive post arrival.
If the unfortunate happens please contact us right away and provide us as much information as possible so we can help you figure out what has gone wrong.
You will get a refund/store credit after we have reviewed your case and determined that you're qualify for the claim.
We DO NOT accept return on live fish!
In extremely rare case that if we ship the wrong fish to you we will give you a full refund of fish value and shipping fee. If we still have the fish you ordered and you would like to have it we will ship to you for free and you get to keep the other fish as well.
We always try our best to provide the best customer service, buying experiences and satisfying our customers.
To receive a full refund you must cancel your order the same day of purchase. If you want to cancel an order, please contact us ASAP to notify us in order to receive the full refund amount. Any cancellation after the fish is shipped will not be considered for a refund.
Refunds will be processed if your order or canceled order meets the condition above. No refunds will be issued on fish that are shipped out unless the fish arrive dead (Check Live Arrival Guarantee).
DEAD ON ARRIVAL
We understand that unfortunate incidents do happen although extremely rare. If the worst should happen with your newly arrived fish, please send us a video within three hours of recorded arrival time. (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING).
The video should clearly show the bag unopened with the deceased fish inside of it. We will review the video and work with you on a refund.
The entire cost of the fish and shipping will be refunded if the video provides sufficient proof of the incident. We will not be able to accept any claims or provide compensation outside of the three hour window.
The Live On Arrival Guarantee applies to Air Cargo and One Day Air (Multiple Carriers) shipping options only.