Claim Submission for Dead on Arrival (DOA) and Order Cancellation Policy
Dead on Arrival (DOA)
Should you encounter any issues with your order, such as receiving Dead on Arrival (DOA) fish or incorrect fish, please adhere to the following guidelines to submit a claim:
Claim Submission Deadline: You must submit your claim within 2 hours of confirmed delivery. Failure to do so will result in your warranty or guarantee being automatically voided.
Evidence Submission: Take a clear video and photograph of the dead or incorrect fish in the unopened bag and send them to email@example.com.
Required Information: Please include your full name and phone number in the email. We cannot assume responsibility for fish that perish due to a customer's unavailability to accept the delivery on the first attempt. Please ensure that you are present to receive your package upon arrival.
Contact Us Promptly: In order for us to honor a DOA or incorrect fish claim, you must contact us within 2 hours of the package being delivered. We will use the delivery time provided by the carrier's tracking information to verify this.
Please Note: We provide store credit only for valid DOA claims. Following your claim, we will issue credit towards a future purchase. Please be aware that shipping costs are non-refundable. The buyer is responsible for the shipping costs of any replacement fish.
We dedicate significant effort to ensure that you receive live, healthy fish. Our goal is for your new fish to enjoy a long, happy life in your aquarium. However, we also need to maintain our financial viability. We appreciate your understanding of these terms and adherence to this policy. Please contact us if you have any questions or concerns before making a purchase.
Order Cancellation Policy
This cancellation policy applies to all purchases made through our online platform. Please read the following terms and conditions carefully:
Orders Held for More Than 1 Week: Any orders held for more than a week can be cancelled; however, only 50% of the total order value (including shipping costs) will be refunded. This is due to the restocking fee associated with handling these orders.
Standard Restocking Fee: A restocking fee of 15% of the total order value (including shipping costs) will be deducted from all refunds for cancelled orders. This is to cover administrative costs associated with restocking our inventory and the resources that go unused as a result of the cancellation.
Cancellation Within 48 Hours of Departure: If a cancellation request is made within 48 hours of the scheduled shipping date, a restocking fee of 50% of the total order value (including shipping costs) will be charged. This fee covers the resources and costs associated with preparing your order for shipment.
Please Note: Making a purchase decision should be taken seriously. Preparing live goldfish for shipment involves multiple steps including a fasting process and the preparation of professional packaging. The restocking fee helps to cover these preparation costs. We ask for your understanding and consideration when making your purchasing decisions.
By placing an order with us, you agree to this cancellation policy. If you have any questions or concerns about this policy, please contact us before making a purchase.