AAA Grade Red White Lion 4-5 Inches 1013RC_02

Tropicflow's Live Arrival Guarantee Policy

At Tropicflow, we're as passionate about fish as you are. We aim to deliver healthy fish right to your door, but sometimes, despite our best efforts, things don't go as planned. That's why we offer a Live Arrival Guarantee to ensure your satisfaction and peace of mind.

Refund Policy:

• Timing is Key: If your fish arrive and they're not swimming, you must act within 2 hours. Fill out our Guarantee Form, providing photos and videos of any deceased fish in their unopened bag, along with your order number.
• Refunds Issued as Store Credit/Gift Card: We offer refunds in the form of Store Credit or a Gift Card for the value of any deceased fish, or we might replace the fish.
• Shipping Fees: The cost of shipping is non-refundable unless every fish in your order is dead on arrival.

Important Instructions:

• No Returns Needed: Please do not return any fish to Tropicflow.
• Quarantine New Fish: We recommend quarantining new fish for 14 days. Our guarantee does not cover refunds or replacements for any existing fish, invertebrates, or plants that are injured or become ill due to new additions.

How Our Guarantee Works:

Conditions to Qualify:

• Report Within 2 Hours: Notify us within 2 hours of delivery.
• Provide Clear Evidence: A clear photo of the unopened bag with the deceased fish (bag tie facing down) and a photo of the fish on the Styrofoam box lid are required for easy counting.

What Doesn't Qualify:

• Missed Delivery Attempt: If the first delivery attempt is missed, our guarantee does not apply.
• Delivery Delays Due to Missed Delivery: We cannot be held responsible for losses if the delivery is delayed because you missed the delivery.
• Incorrect Shipping Information: Ensure your shipping information is accurate. We're not responsible for issues arising from incorrect delivery addresses.
• Forwarded Packages: Packages forwarded to a new address that add an extra day or more to the delivery time do not qualify for the guarantee.
• Extra Items: Extras sent with your order are not covered under this guarantee.

Our Commitment to You:

We value your business and are committed to providing the best possible service. Our Live Arrival Guarantee is a testament to our dedication to your satisfaction. Thank you for choosing Tropicflow.

Shipping Policy for Live Fish, Invertebrates, and Plants

Welcome to Tropicflow! We’re dedicated to ensuring the safe and timely delivery of your aquatic life. Here’s a straightforward guide to our shipping practices.

Understanding Your Delivery

Expected Delivery: Delivery schedules are based on the date you place your order. While we aim for accuracy, unforeseen issues like bad weather can cause delays. Your confirmation email will specify your delivery date.

Order Confirmation: Upon order placement, you'll receive a confirmation email summarizing your purchase. Payment verification may require further contact by phone or email, possibly affecting shipping timelines.

Tracking Your Order: Tracking information will be provided as soon as your shipping label is created. We strongly recommend monitoring this to ensure you're available for package receipt, safeguarding your new pets from environmental risks.

Choosing the Right Shipper

The health and well-being of the fish are our top priorities when selecting a shipping provider. Sometimes, we might choose a different shipper than originally requested to ensure a quicker, more reliable delivery.

The amount of time fish spend in transit is crucial to their health. Thus, Tropicflow recommends opting for the fastest shipping options, like UPS Overnight, to ensure your fish have the safest and quickest journey to their new home.

Shipping Options and Schedule

• Standard Shipping: Uses USPS Priority or UPS Ground services.
• Express Shipping: USPS Express or UPS 2 Days Air. Our Live Arrival Guarantee fully applies to this option.
• Overnight Shipping: UPS Next Day Air Early. This is the recommended option for the fastest and safest delivery, fully covered by our Live Arrival Guarantee.
• We typically ship orders on Monday, Tuesday, and Wednesday. This schedule helps avoid weekend holds and ensures the well-being of the aquatic life during transit.

Orders may be delayed or held in response to extreme local weather conditions such as heatwaves, cold spells, storms, or earthquakes, prioritizing the safety of the animals.

Estimated Delivery Schedule

We appreciate your understanding and cooperation in ensuring the best possible start for your new aquatic life. Should you have any questions or need further details about our shipping policy, please feel free to contact us.

Thank you for choosing Tropicflow!

The Tropicflow Team

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!

From Tropicflow with Love - Treat your Fish with Knowledge

Moving into a new aquarium tank (home) can be a shock for any creature, but for fish, it is particularly stressful. Not only will a new aquarium tank be completely unfamiliar for your new fish, but the water will likely be of a different quality. Subtle changes in water temperature, pH, quality of water, and other factors make a huge difference in your fish’s life. To keep your fish safe and healthy, there are certain measures you should take step-by-step when introducing fish to a new aquarium tank. Here is a process of how to make an easy aquarium to introduce a new fish:

Precautions

• Talk to an expert at the fish store or to a veterinarian to make sure the aquarium fish species you are adding will be compatible with your existing aquarium fish species.
• Make sure the fish you are adding to your aquarium tank are the proper size for their new environment. Research the species and make sure it won’t grow too large for your tank.
• Test your water quality before adding your new fish. Your chlorine level should be at zero, and your pH should match a new fish environment. 
• Make sure your tank has plenty of places for a fish to hide. Objects, plants, and rocks provide great cover so that your fish will be less stressed.
• Feed the fish in your aquarium before adding any new fish. This will make the existing fish less aggressive.
• Before adding your new fish, turn your aquarium lights off. You may want to dim the lights in the room as well. This will create a less stressful environment.
• Don't be surprised if your new fish is not happy and excited, they just traveled for a long trip to a new home, give them some time.

Adding the Fish

When you are ready to add your fish to the aquarium, you should follow these steps:

• Take the sealed bag that your fish came in and float it on the surface of your aquarium’s water.
• Allow the bag to sit for 10-20 minutes, then open the bag and add a cup of your aquarium’s water to it. Reseal the bag and let it float again for another 10 minutes. Slowly add your aquarium's water to it, the key is patience.
• Repeat the previous step until the bag is full. Then, you can use a net to transfer the fish from the bag into the tank. Make sure not to pour any water from the bag into the tank.
• During the transport, the fish may be shy, heavy breathing, color-changing, swim on the bottom, or hiding. It's will be back to normal after 1-2 days, don't be panic

After this, your fish is free to swim around and explore his new surroundings. Leave the lights off for a few hours as your fish adjusts, and make sure to look out for any signs of aggression in your fish population. And don't feed a new fish for the first 12-24 hours.