Policies

At Exotic Fish Guy, we specialize in high-end, predatory, and exotic fish. Because we are shipping live animals, we have a specific set of protocols to ensure they arrive safely and to keep things fair for our customers. By placing an order, you agree to the following terms:

1. The Live & Healthy Arrival Guarantee

We do everything in our power to ensure your fish arrive alive, healthy, and ready for their new tanks! In the rare and unfortunate event of a Dead on Arrival (DOA), we’ve got your back. We will issue Store Credit for the cost of the livestock.

To qualify for a claim, you MUST meet the following conditions:

  • 4-Hour Contact Window: You must email us within 4 hours of the delivery timestamp provided by the carrier. (Example: If UPS delivers at 10:00 AM, you must email us by 2:00 PM). We ask for this strict timeframe because a box left outside on a hot or freezing porch can quickly become fatal!

  • First Delivery Attempt: The package must be received on the first delivery attempt. If a package is delayed because you requested an address change while it was in transit, the guarantee is voided.

  • Unopened Bag Proof: You must provide clear photographic or video proof of the deceased fish while it is still inside the original, unopened shipping bag.

2. How to File a Claim

To file a claim, please email admin@exoticfishguy.com right away with:

  • Your Order Number.

  • Unboxing Proof: A clear video (preferred) or clear photos of the deceased fish inside the unopened bag.

  • Confirmation Photo: After taking the in-bag photo, open the bag, place the deceased fish on a white paper towel, and take one final clear photo.

3. What is NOT Covered

  • Shipping Costs: Shipping charges are non-refundable under any circumstance.

  • Tank Compatibility: We do not refund fish because they were attacked by your existing tank mates or didn't get along.

  • Post-Release: Once the bag is opened and the fish enters your tank, it is your responsibility. We cannot control your water parameters or acclimation process, so we do not cover fish that pass away days or weeks later.

4. Returns & Cancellations

  • No Returns: Due to biosecurity risks and the safety of our facilities, we can never accept returns on live fish.

  • Cancellations: Orders cancelled prior to shipping are subject to a 10% cancellation fee to cover our non-refundable payment processing and administrative costs.