Cancellations and Refunds

  • Live Arrival Guarantee

    We proudly offer a Live Arrival Guarantee on all our shipped fish to ensure your experience is safe, reliable, and stress-free. Your satisfaction and the health of our animals are our top priorities.

    What’s Covered:

    • Our guarantee ensures that your fish will arrive alive and healthy upon delivery.

    • If any fish arrive dead (DOA – Dead on Arrival), we will provide a replacement or store credit for the value of the lost fish (excluding shipping costs).

    Requirements for Guarantee:

    1. You must be present to receive the package on the first delivery attempt.

    2. A clear photo of the unopened bag and the deceased fish must be emailed to us within 2 hours of delivery.

    3. Do not discard the fish or packaging until we’ve responded.

    Exclusions:

    • We do not cover losses due to shipping delays caused by the carrier, incorrect address, or missed deliveries.

    • Guarantee does not apply if acclimation instructions are not followed.

    We Ship with Care:

    • All fish are packed with insulated materials and heat/cool packs as needed, depending on weather conditions.

    • We fast fish before shipping to reduce ammonia buildup and stress during transit.

  • Refund Eligibility

    Refunds or store credit may be issued in the following cases:

    • Fish arrive DOA (Dead on Arrival) and all conditions of the Live Arrival Guarantee are met.

    • You receive the wrong species or quantity of fish.

    The shipment was cancelled before being processed and shipped.

    Non-Refundable Situations

    We do not offer refunds or replacements in the following situations:

    • You fail to notify us of DOA fish within the required timeframe.

    • Water conditions in your tank are unsuitable for the species purchased.

    • Fish are injured or die after being acclimated to your tank.

    • Orders delayed or mishandled by the carrier due to extreme weather or incorrect shipping information provided by the customer.

    How to Request a Refund

    In the case that the wrong species or quantity was received, please email us at ellysfreshwaterfish@gmail.com with:

    • Your order number

    • The time of delivery

    • Photos of the unopened bag and the affected fish

    • A brief explanation of the issue

    In the event of a DOA, please fill out our DOA Request Form, which can be found in the Customer Service tab.

  • Order Cancellation Policy

    We understand that plans can change. If you need to cancel your order, please review the following policy:

    • Cancellation Timeframe:
      Orders may be cancelled within 12 hours of placement or before the order has been processed for shipment, whichever comes first. Due to the nature of live animals, once shipping preparations have begun, cancellations are no longer possible.

    • How to Cancel:
      To request a cancellation, please contact us immediately at ellysfreshwaterfish@gmail.com with your order number.

    • Refunds:
      Approved cancellations will be refunded in full to your original payment method. Refunds typically process within 3–5 business days.

    • Exceptions:
      We are unable to cancel or refund orders that have already shipped or are in transit. Please double-check your order details before submitting.

    Thank you for your understanding and for choosing us for your aquatic needs!