Refund Policy

Dead on Arrival (DOA)

In the event that you encounter any issues with your order, including receiving fish that are Dead on Arrival (DOA) or the wrong fish, please adhere to the following guidelines when submitting a claim:

Claim Submission Deadline: Your claim must be submitted DOA Form within 2 hours of confirmed delivery. Failure to do so will result in the automatic voiding of your warranty or guarantee.

Submission of Evidence: Capture a clear video and photograph of the deceased or incorrect fish within the unopened bag when submit DOA Form

Required Information: Ensure that your full name and phone number are included in the email. We cannot assume responsibility for fish that perish due to the customer's unavailability to accept the delivery on the first attempt. Please make arrangements to be present to receive your package upon its arrival.

Prompt Contact: To have your DOA or incorrect fish claim honored, please reach out to us within 2 hours of the package's delivery. We will use the carrier's tracking information to verify the delivery time.

Please Note: We offer store credit exclusively for valid DOA claims. Upon the submission of your claim, we will issue credit to be used toward a future purchase. Keep in mind that shipping costs are non-refundable, and the buyer is responsible for the shipping costs associated with any replacement fish.

We put forth considerable effort to ensure that you receive healthy, live fish with a long and happy life ahead in your aquarium. However, we also need to maintain our financial sustainability. Your understanding and adherence to these terms and policies are greatly appreciated. Feel free to contact us with any questions or concerns before making a purchase.

Order Cancellation Policy

This cancellation policy is applicable to all purchases made through our online platform. Please carefully review the following terms and conditions:

Orders Held for More Than 1 Week: Orders held for over a week can be cancelled, but only 50% of the total order value, including shipping costs, will be refunded. This is due to the restocking fee associated with managing 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 fee helps cover the administrative costs related to restocking our inventory and the resources left unused due to 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 encompasses the resources and costs associated with preparing your order for shipment.

Please Note: The decision to make a purchase should be taken seriously. Preparing live goldfish for shipment involves several steps, including a fasting process and the professional packaging of the fish. The restocking fee assists in covering these preparation costs. Your understanding and consideration are greatly appreciated when making 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 don't hesitate to contact us.

Thank you for supporting our small business!

Tropicflow Team!