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Politique de remboursement

Live Fish DOA and Order Cancellation Policy

Dead on Arrival (DOA)

Claim Submission

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:

  1. 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.

  2. Evidence Submission: Take a clear video and photograph of the dead or incorrect fish in the unopened bag and send them to jimmygoldfish@yahoo.com.

  3. 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.

  4. 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:

  1. 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.

  2. 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.

  3. 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.

Order Modification (Changes)

  1. No Order Modifications: Once an order has been placed, it cannot be modified. This includes changes to the type, quantity, or specifications of fish ordered.
  2. Review Before Purchase: Customers are advised to thoroughly review their order before finalizing the purchase to ensure it meets their requirements.
  3. Modification Fee: In exceptional cases, customers may contact our customer support team within 24 hours of placing the order to request modifications. If the modification is approved, a fee of 10% of the cost of the product being removed or changed will apply, regardless of whether the new product is of higher or lower price. This fee is necessary because each fish is unique and single quantity only; placing an order prevents the fish from being sold to other buyers.
  4. Contact for Exceptions: Customers can reach out to our Live Chat for assistance with modifications. All modifications are subject to approval and the 10% fee.

Please Note: Making a purchase decision should be taken seriously. Please understand, Jimmy Goldfish only sell premium goldfish, each is unique single one, not assorted. Placing an order on it, then change or cancel it would significantly impact other buyer from having chance to buy this fish on the release day. Then when changing or cancelling, the fish has to go back on listing after the ordered holding time makes it missing the opportunity to have new owner.

Additionally, 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.

Non-Live Fish/Merchandise Policy

Before purchasing any fan merchandise, please carefully read our policy to ensure you understand the terms and conditions. By placing an order, you agree to the following:

1. No Return Policy

• All fan merchandise purchases are final sale. Due to the exclusive nature of our products, we do not accept returns.

2. No Refund Policy

• We do not offer refunds once the merchandise has been shipped. Please ensure your order details are correct before completing your purchase.

3. Damaged or Lost Items

• In the event your item is damaged or lost during shipping, we require photo proof of the damage or evidence of loss.

• Please send all proof to jimmygoldfish@yahoo.com for evaluation. Each case will be reviewed individually, and resolutions will be offered accordingly.

4. Order Cancellation

• If your order has not yet shipped and you request a cancellation, a 3% fee will be deducted from your refund to cover credit card transaction costs.

• The remaining balance will be refunded once the cancellation is confirmed.

We appreciate your understanding and support. If you have any questions, feel free to contact our support team at jimmygoldfish@yahoo.com.

By placing an order with us, you agree to this policy. If you have any questions or concerns about this policy, please contact us before making a purchase.


Thanks you ! And thanks you for supporting our small business!

Jimmy Goldfish