Our policy:

1) DOA (Dead on Arrival) will be covered by the overseas seller.

When your shipment arrives, we will inspect the package for any DOA and inform you & seller if there are any deaths. You will need to take this up yourself with your seller if a DOA does occur.

We do not repackage your fish unless it is deemed necessary. THIS WILL VOID THE SELLER DOA GUARANTEE. If there’s a problem with the fish, the seller will be notified.

2) YOU WILL BE INVOICED FOR THE SHIPPING AND HANDLING FEE FOR YOUR FISH. THE BALANCE ON THE INVOICE HAS TO BE SETTLED AND PAID IN FULL BEFORE YOUR FISH WILL BE SHIPPED TO YOUR PHYSICAL ADDRESS.

An invoice will be sent to your email address provided to us by your seller prior to the arrival of your fish, typically 48 to 72 hours beforehand. If you need an estimate of shipping costs, please contact us before your seller finalizes your order from overseas. We can contact your seller and work with them directly if requested. Please keep in mind that if you give us all of your information (email, address, phone number) ahead of time as well as the number of fish you have purchased, we can provide the estimate to you rather quickly and this is the best way to avoid delays once your fish arrives in Canada. IF you live in an apartment complex, or gated community with UNIT numbers, please be sure to give us that info. THIS IS VERY IMPORTANT. IF UPS CANNOT FIND YOUR UNIT, YOUR SHIPMENT WILL BE DELAYED AND YOUR FISH MAY NOT SURVIVE.

IF you do not claim the fish and / or fail to arrange for shipment & PAYMENT or local pick up within 48 hours of their arrival, we reserve the right to hold your stock and you forfeit the rights to your shipment / fish.

3) WE DO NOT REFUND FOR SHIPPING FEES AND SERVICE IN CASE OF DOA. YOU WILL NEED TO TAKE UP DOA ISSUES with YOUR SELLER.

When your fish shipment arrives, we will turn it around and send it off within 24 hours after initial CANADA arrival (unless you make arrangement with us prior).

4) We are always willing to work with you. (In some cases it may be necessary to house your fish for a an extended period after arrival). Please contact us ahead of time to make such arrangements if it is absolutely necessary.

5) REFUNDS

Transhipping fees and UPS shipping fees are both non-refundable.

Refunds to transhipping fees are only applied in cases where we received less fish then you already paid for on your invoice