Refund policy
Your Guide to Our Live Fish Arrival Guarantee
We want to make sure your new finned friends arrive safe, sound, and ready to swim into your life! To keep everything smooth sailing, here's what you need to know about our arrival guarantee for live fish:
- Express Delivery Promise: Our live arrival guarantee kicks in for those super speedy deliveries - think Express or Next Day Air. If you opt for USPS Priority Mail, this special promise doesn't apply.
- Quick Reporting is Key: If something seems fishy when your order arrives, let us know within ONE HOUR of the first delivery attempt. Those delivery timestamps from our shipping buddies are super important for us to keep track.
- Photo Proof, Please: Snap a clear pic of any issues with the fishies still in their unopened bag and shoot it over to kjeaquatics@gmail.com. It helps us see exactly what went wrong and get things right.
- Timing and Handling Matter: Late photos or shots of the fish outside their travel bag (like in tanks or bowls) won't swim well with our policy, leading to a no-go on claims.
- Bag Policy: Once the bag's open, the guarantee waves goodbye
- Just the Fish: We cover the cost of the fish under our guarantee, but shipping costs are on the buyer.
We've been in the fish shipping and receiving world for quite a while, and we get that sometimes things don't go as planned, through no fault of anyone. Following these guidelines helps us help you in the best way possible. Not sticking to the policy, unfortunately, means we can't proceed with disputes.
Don't Leave Your Fish Out to Dry: Please make sure to be ready to welcome your aquatic pals as soon as they arrive. Leaving them outside can lead to less than bubbly outcomes, no matter the season.
Thank you for understanding and helping us ensure your aquatic additions start their new life in your care on the right fin.
Swim on over if you have questions or need help – we're here for you and your aquatic family!
Best Fishes,
Keith