Refund & Return Policy
- Due to the delicate nature of our fish, we cannot accept returns. However, we are committed to ensuring you receive your fish alive.
- Please ensure you are present during delivery to accept and sign for your fish.
- If, unfortunately, your fish arrives deceased, notify us within one hour of delivery. Send a digital photo as proof to firstname.lastname@example.org, and we'll replace it with another of equal value.
- Chemicals, medications, water conditioners, and pond liners cannot be returned due to safety and quality reasons.
General Merchandise Returns:
- If you're not completely satisfied, you may return items within 14 days, subject to a 15% restocking fee. Note: shipping and handling costs are non-refundable.
- Items on sale or special deals, as well as special order items, cannot be returned.
- To ensure a smooth return:
- Items must be in unused, resellable condition.
- Original packaging, warranty books, manuals, parts, and accessories must be intact.
- For shipping, please encase the original packaging in another carton to prevent damage.
- Prior to returning any items, please obtain a Return Goods Authorization number (RGA) by contacting us. Have your invoice ready for reference.
- After inspection, we'll confirm acceptance of the returned merchandise.
- Customers cover return freight costs. If we made an error or the item is defective, we'll handle the freight charges.
- For orders with free shipping, the actual outgoing freight charge will be borne by the customer.
We're always here to help. Please reach out if you have any questions or concerns!