Return and Refund Policy for Live Fish

At Golden Guppy's Garden, we take great care in packing and shipping your live aquatic animals to ensure their safe arrival. However, we understand that rare issues may occur during transit.

 

Live Arrival Guarentee

We offer a Live Arrival Guarantee for all live fish under the following condition:

• You must provide clear photographic evidence of any dead-on-arrival (DOA) livestock, within 1 hour of the delivery time listed by the shipping carrier.
• Photos must clearly show the livestock in the original, unopened shipping bag(s) or container(s), placed next to the shipping label showing the recipient name and address.
• The DOA photo(s) must be emailed to goldenguppysgarden@gmail.com

 

What's Covered

• Only the cost of the DOA fish is refundable or eligible
• Shipping costs are non-refundable
• You may opt for a refund or store credit, depending on your preference and a new livestock will be shipped out to replace the DOA livestock ONLY if requested!
• If you would like a replacement livestock for your lost livestock, please communicate this in your email. However, this may not be an option for neocaridina shrimp and smaller snails, if the seller page is labeled as +1. As the additional livestock is to replace a DOA.

 

Conditions that Void The Guarantee

• Failure to send DOA photos within 1 hour of delivery.
• The shipping bag has been opened prior to the photo being taken.
• The customer was not available to receive the package at time of delivery, causing delay or exposure.
• Delivery address errors made by the customer.

 

NO RETURNS ACCEPTED

Due to biosecurity and health risks, we DO NOT ACCEPT RETURNS of live or dead livestock. All sales are final once the livestock has arrived alive, and the one-hour DOA window has passed. It is the customer's responsibility to properly and safely dispose of any DOA livestock.

 

PLEASE PURCHASE RESPONSIBLY!!!