Refunds and Live Arrival Guarantee Policy

At Aquafish Depot, our decade-long commitment as a licensed breeder is to provide healthy, vibrant aquatic animals. Our priority is their well-being, which is why our policies are designed to ensure their safe journey to your home and to promote responsible pet ownership. This page outlines our refund policies for all purchases, with specific details for live aquatic animals.

Please review these policies carefully before placing your order. By making a purchase, you agree to these terms.

Refunds for Live Aquatic Animals (DOA Policy)

In the rare event that you experience a loss during transit, we have a clear and strict process to handle your claim. Our Live Arrival Guarantee is a testament to the health of our livestock and the quality of our shipping practices. This guarantee ensures your fish arrive alive, but it requires your immediate cooperation.

Please note: We do not offer cash refunds on live animals. All approved claims will be issued as a store credit for the value of the fish only, which can be applied to a future purchase.

To file a DOA (Dead on Arrival) claim, you must follow these steps precisely. Failure to do so will void your guarantee.

Step 1: Immediate Notification and Proof of Loss

Upon the arrival of your shipment, you must immediately confirm a loss and contact us. Do not discard any livestock without our authorization. To file a claim, you must send a single, unedited video to our support team at sales@aquafishdepot.com.

The video must clearly show the following:

  • You cutting and opening the sealed shipping box for the first time.
  • The fish inside its original, unopened bag, clearly showing it is deceased.

No video also voids our guarantee as there is no proof the fish arrived dead. This strict policy is a measure to prevent fraudulent claims and ensures fairness for all customers.

Step 2: Tank and Water Quality Verification

Your tank must be established and in good condition to be eligible for a claim. We require that your water quality meets the following standards:

  • Ammonia: 0 ppm
  • Nitrites: 0 ppm
  • Nitrates: 30 ppm or less
  • pH: Specific to the livestock purchased (please refer to the item’s details on our website)

We stand by the health of our animals upon arrival. The success of their new life is dependent on the conditions of your aquarium.

Step 3: Shipping Carrier Claims

If your shipment arrives late, you must open a claim directly with the shipping company (e.g., UPS/FedEx). Our guarantee covers losses due to our packaging and internal processes, but carrier-related delays and damage claims must be handled directly between you and the courier.

Additional Important Conditions for Live Animals

Your Live Arrival Guarantee will also be void under the following circumstances:

  • Failure to Receive Immediately: Live shipments must be received on the first delivery attempt. If you are not home to receive your shipment, this guarantee is void.
  • Refused Shipments: You must accept shipments sent to you under any and all circumstances. Any refused shipment will disqualify you from any future livestock purchases from Aquafish Depot. Additionally, you will be held responsible for all costs of the refused shipment.
  • Damaged Packages: If there is any damage noted to the exterior of a delivered package, immediately report the damage to the delivery person and open the package while the courier is there to take note. Failure to report damage at the time of delivery may void this guarantee. You must handle all delay and/or damage claims directly with the courier company.

We understand these policies are extensive, but they are in place to protect our animals and the integrity of the hobby. We appreciate your understanding and cooperation.

Refunds for Non-Live Products (Fish Food & Medication)

All sales of non-live products, including fish food and food medication, are considered final. We do not accept returns or exchanges for these items.

A refund or replacement will only be issued if the item is damaged or defective upon arrival. If your non-live product is damaged, you must contact our support team at sales@aquafishdepot.com within 24 hours of delivery with clear photographic evidence of the damage.

We do not provide refunds for incorrect product selection. Please ensure you are ordering the correct food or medication for your specific aquatic animals.

Returns and Exchanges on All Products

Due to the sensitive nature of both live animals and consumable goods, we do not offer returns or exchanges on any products.

For live animals, we do not offer exchanges or returns for issues such as tank compatibility. We strongly recommend that you do your research on the fish you are ordering to ensure it is suitable for your tank and its existing inhabitants. Tank compatibility and a proper environment are the sole responsibility of the hobbyist.

We stand by the quality of our products and our livestock. We are confident that with the right care and a suitable environment, our aquatic animals will thrive.

If you have any questions about these policies or need assistance with an order, please do not hesitate to contact us at sales@aquafishdepot.com. We are here to help you succeed in your aquatic journey.