Refund policy
Read Carefully For Online Sale via Shipping: If any fish came Dead On Arrival (DOA), then we will give you store credit after we have checked and verified the video you sent(Send a 30 seconds Video to us: Fish should be out of water and on a dry white paper. Video of fish inside the water is not acceptable). You must send us a clear video, and poor quality video will not be accepted as we won't be able to determine whether the fish is still alive or dead. DOA Credit amount will remain as the store credit that can be used on your next purchase. We issue store credit only for original purchases, if DOA happens on a purchase that had used a store credit already, then we don't issue credit for that credit amount. In other words we don't issue credit for credit, but we issue credit for purchase amount only.
On an Average we spend $100 for UPS Next Day Air regardless of what you pay us for shipping. Just wanted to share how expensive and difficult shipping is for live fish. So if a fish dies on arrival we issue store credit and we will not be able to ship that one single fish alone as it is not economically feasible. Although we issue store credit please keep in mind that the shipping must be always paid by the customer. At the moment we offer free UPS shipping for orders above $199.99
We sell Healthy specimens that passes the inspection before we ship.
For online shippinng we offer arrive alive warranty and for DOA arrival we offer store credit but no refunds will be issued. For Fish, Corals and Invertebrates we simply don't accept any returns, and don't offer any refunds. In some extraordinary circumstances if any cusmtomer is not satisfied with specimens then they must ship the specimens back to us with their own shipping expenses and all specimens must be returned to us via priority overnight and specimens must arrive alive to us.
Shipping:
Current Shipping Methods and Rates:
Free shipping for orders above $99.99 and for orders below $99.99 the shipping charge will be calculated by the system during the checkout.
We ship out through UPS with following Services: Next Day Air. It will be delivered by UPS to the shipping address you provide during the checkout. We ship Nationwide all 48 states mainland USA.
We ship via UPS when customers opt that as their shipping method, and on most of the occasions the carrier is on time, and the live fish arrives on time. If there is a delay by the carrier then we are not responsible for the delays and death of the specimens due to that. However, at our discretion, we usually issue a store credit for the lost fish and we rarely let the customer take the loss for any UPS related delays. Keep in mind that we don't operate the shipping carriers but we ship them through carriers as per your Order/Request. For example, if a customer chose UPS then we ship via ups, and if customer selected airlines as their prefered shipping method then we ship via airlines and we are not responsible for shipping carrier delays as we don;t operate them but simple ship via customers' prefered shipping method. During holidays season (Thanksgiving, Black Friday, Christmas, and New Year) almost all shipping carriers become unreliable!
For Walk-in customers to our physical location in San Jose, CA:
When a customer walks in to the store, and selects the fish that he or she Likes/wants, it is assumed that the fish had met the customer's satisfaction, and after the customer takes the fish home, it is his or her responsibility to quarantine the fish properly, Treat the fish properly, keep the fish alive and feed the fish regularly etc. Keep in mind we haven't selected the customer's fish but the customer himself or herself has selected the specimen to his or her liking. It becomes part of the customer's hobby after that point, and we are not responsible for customer's hobby or fish keeping ability in anyway or form. We sell live specimen in good condition, and after the transaction is complete we don't take returns and there is no refund for fish.
For corals and invertebrates we simply don't accept any returns, and don't offer any refunds or credits. The minute you walk out with the specimens that you liked and purchased, it is your responsibility to keep them alive.
Please read our return and refund policy carefully, and understand it before making the purchase. If you have any questions then ask us and we will explain clearly. We offer fish at a reasonable price and this is best we can do at this time. Have a great day!