Refund policy

DOA Refund:

We always give refund on DOA when delivery time is less than 3 days or Package is picked up at PO. I do need a picture just so I can try to analyze and understand what has gone wrong so I won't repeat the mistake next time.

Following case will not get a Live Arrival Guaranteed Refund:

  1. Carrier Delay shipping time over 3 days. If this happen please contact your local PO and arrange Pickup if possible. We will consider for refund if you pick up on the 4th day.
  2. Carrier failed to delivery.  Please check your email for tracking info, if you cannot find it please contact us. If Carrier failed to deliver on first attemp, Live Arrival Guarantee will be voided. We will consider for refund if you can arrange pick up at PO instead of waiting for 2nd and 3rd attemps.
  3. *** UPS Overnight will be guarantee Live Arrival all the time, no exception :) this is very reliable service.

We will try to do our best to handle and ship live fishes to you, but you can also help us to ensure they get to you safely. Our heat pack will last for 72 hours, we usually pack our live fishes on Monday before noon for USPS dropoff. So by the time fishes get to you on Thursday, heat pack probably running out. If the package coming to you on late Thursday or Friday, please be expected to take them indoor as soon as you can. Leaving them outdoor in cold or hot weather is the main cause for DOA in shipping. If you have time, you can contact your local Post Office to arrange pick up on the delivery date.

We will do full refund on fish price (exclude shipping fee) to original payment method or full refund (included shipping fee) as in Store Credit for your replacement purchase.