Refunds & live arrival

Live arrival guarantee

If a fish arrives dead, send us a clear photo of it in the unopened bag within 2 hours of delivery through the contact form. We will replace the fish or refund its price — your choice. Shipping is not refundable.

What the guarantee doesn’t cover

• Boxes not received on the first delivery attempt, or a wrong address.
• Losses after the fish have been added to your tank.
• Claims without a photo, or sent after 2 hours.

Cancellations

You can cancel for a full refund until we pack your order (the day before your ship date). Pickup orders can be moved or cancelled any time before pickup.

How refunds are paid

Refunds go back to the card you paid with and usually appear within 5–10 business days.