Policies

Shipping & Live Arrival Guarantee 

At Exotic Fish Guy, we specialize in high-end, predatory, and exotic fish. Because we ship live animals, we have a strict set of protocols to ensure their safety and fairness to our customers. By placing an order, you agree to the following terms:

1. The Live & Healthy Arrival Guarantee

We guarantee that your fish will arrive alive and healthy. In the unlikely event of a Dead on Arrival (DOA), we will issue Store Credit for the cost of the fish.

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

  1. 2-Hour Contact Window: You must email us within 2 hours of the delivery timestamp provided by the carrier. (Example: If UPS delivers at 10:00 AM, you must email us by 11:00 AM).

  2. Unopened Bag: You must provide a clear photo (or video) of the deceased / sick fish inside the unopened bag.

    • CRITICAL: If there is no video of the fish inside the original shipping bag, the guarantee is void.

2. Required Proof for Claims

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

  • Your Order Number.

  • Video of Unboxing (Preferred): A continuous video starting from cutting the box tape to showing the fish in the bag.

  • Photos: Clear photos of the fish in the unopened bag, and a photo of the fish on a white paper towel (after you have opened it and taken the first photo). The fish need to be clearly deceased!

3. What is NOT Covered

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

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

  • Post-Release: Once the fish is in your tank, it is your responsibility. We do not cover fish that die days or weeks later due to water quality or stress.

4. Returns & Cancellations

  • No Returns: Due to biosecurity risks, we cannot accept returns on live fish.

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