Refund policy

👤 Customer Responsibilities & Situations Not Covered

Tropicflow Aquatic is responsible for preparing and shipping your livestock with appropriate care. However, some situations are outside of our control and are the responsibility of the customer.

1️⃣ Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Tropicflow Aquatic is not responsible for delays, failed deliveries, returned packages, or livestock loss caused by:

• An incorrect street address
• An incorrect apartment or unit number
• An incorrect ZIP code
• An outdated address
• Missing or incomplete delivery information

2️⃣ Customer Not Available to Receive the Package

Customers are responsible for monitoring their tracking information and making arrangements to receive live-animal shipments promptly.

Tropicflow Aquatic is not responsible for livestock loss caused by:

• The customer being unavailable at the time of delivery
• A missed delivery attempt
• The package being left outside for an extended period
• Delayed pickup from a carrier location
• The package not being brought indoors promptly after delivery

3️⃣ Aquarium Is Not Ready or Suitable for the New Fish

Before ordering live fish, customers are responsible for making sure their aquarium is properly cycled, stable, and suitable for the species being purchased.

Tropicflow Aquatic is not responsible for illness, stress, injury, or death caused by unsuitable aquarium conditions, including:

• High ammonia or nitrite
• Incorrect pH
• Incorrect temperature
• Improper GH or KH
• An uncycled or unstable aquarium
• Poor water quality
• Incompatible tank mates
• An aquarium that is too small or unsuitable for the species

Customers should research the care requirements and recommended water parameters for each species before completing their purchase.

4️⃣ Incorrect Acclimation

Proper acclimation is important because fish may already be stressed after transportation. Customers are responsible for following appropriate acclimation procedures after receiving their shipment.

Tropicflow Aquatic is not responsible for livestock loss caused by improper acclimation, including:

• Sudden temperature changes
• Placing fish directly into water with significantly different parameters
• Using untreated tap water
• Exposing the fish to additional unnecessary stress during acclimation
• Failing to follow the recommended acclimation instructions

✅ Before Ordering Live Fish

Please make sure you:

• ✔️ Confirm your shipping address is correct
• ✔️ Plan to be available to receive your package
• ✔️ Monitor your tracking number
• ✔️ Prepare and cycle your aquarium before the fish arrives
• ✔️ Confirm your water parameters are appropriate for the species
• ✔️ Follow the recommended acclimation procedure