Refund policy

Live Fish Returns, Refunds & DOA Policy

Due to the nature of live animals, all fish sales are final.

Once a fish has left the store, we are unable to take responsibility for its health, survival, or suitability in the customer’s aquarium. Transport conditions, acclimation, water quality, tank setup, and compatibility are outside our control.

Dead on Arrival (DOA – shipped orders only)

In the rare event that fish arrive dead on arrival (DOA), we may offer a refund or store credit, subject to the following conditions:

• You must provide a clear photo or video of the fish in its original, unopened shipping bag

• Claims must be submitted within 24 hours of receiving the delivery

• All claims must be submitted through our Contact Page

• Claims submitted outside this timeframe will not be accepted

Depending on the circumstances and assessment of the claim, a refund or store credit will be issued at our discretion.

Important exclusions

• Freight and postage costs are non-refundable and cannot be claimed

• If an incorrect or incomplete delivery address is provided at checkout, the DOA policy is void

• Orders with incorrect addresses are not eligible for refunds, credits, or replacements

• If you notice an address error, please contact us as soon as possible. While we will try to assist, we cannot guarantee redirection or successful delivery

In-store purchases

• No returns, exchanges, or refunds are offered on live fish purchased in-store

• Please inspect your fish carefully before leaving the store and notify staff immediately if there are any concerns

This policy is in place to protect the health of our livestock. We appreciate your understanding and are always happy to offer advice prior to purchase to help set you up for success.