Refund & Dead on Arrival Policy

Dead on Arrival (DOA) Policy

We strive to ensure the safe delivery of all live fish. In the unfortunate event that your fish arrive deceased, please follow the guidelines below to request compensation:

✅ Steps for DOA Claim:

  • Share clear photos or videos of the dead fish:

    • Inside the sealed bag

    • Outside the bag

  • Fish must be clearly visible and countable in the media provided.

  • Media must be submitted within 6 hours of the delivery time (as per the courier’s tracking records).

  • Once verified, we will issue a 100% refund in the form of a coupon code (valid for future purchases). Refund amount will be for the fishes which aren't alive

  • Shipping and packing costs are non-refundable.

  • Refund processing time: 72 to 96 hours from the time your claim is received.

❌ Claims Will Not Be Accepted If:

  • Fish were not dead inside the bag

  • Photos/videos are sent after 6 hours of delivery

  • Fish die after being added to your aquarium

🔁 DOA FAQ

  • What if I don’t send a photo/video?
    Unfortunately, we will not be able to process a coupon or refund.

  • What if I send the photo/video the next day?
    Claims received after the 6-hour window will not be accepted.

  • Can I get a cash refund?
    No. Refunds are issued only in the form of a coupon code.

  • Will you resend the dead fish?
    No. We only offer a coupon code for DOA claims.

📦 Order Cancellation & Refund Policy

We are currently not accepting cancellation requests, except in emergencies. Please read the detailed policy below:

🚫 General Cancellation Policy

  • All cancellations, even those made within minutes of placing the order, are subject to a 25% cancellation fee, including shipping and packing costs.

  • Orders are not eligible for cancellation once shipped.

⚠️ Specific Situations

  • Wrong shipping method selected:
    If incorrect shipping is selected, we will request the additional shipping fee. If you opt to cancel instead, the 25% fee still applies.

  • High cancellation fee concerns:
    The fee covers the cost of quarantine, care, and handling of live animals. Our team invests significant effort in preparing your livestock for safe transport.

  • Already purchased from a local store?
    Contact support. A coupon code may be issued, or you can cancel with a 25% fee.

  • Aquarium no longer needed?
    Cancellation is possible, but the standard 25% fee applies.

  • Shipping not available to your location?
    Cancellation can be requested, but will still incur the 25% fee.

🛒 Fish Foods & Accessories Policy

  • Returns are not accepted on fish foods or accessories.

  • No exchanges or refunds for sale items or gift cards.

📦 Damaged or Incorrect Items

  • Please inspect your package upon delivery.

  • Report any damages, defects, or incorrect items immediately so we can evaluate and address the issue.

❌ Non-Returnable Items

We do not accept returns on:

  • Live animals (fish, plants, etc.)

  • Perishable or custom goods

  • Hazardous materials or flammable substances

💳 Refund Processing

If a return is approved:

  • Refunds will be issued to your original payment method.

  • Please allow time for your bank or credit card provider to process and post the refund.

Refund & Dead on Arrival Policy