Refund policy

Live Arrival Guarantee and Refund Policy

Due to the sensitive nature of shipping live animals, we have a strict policy to ensure the health of our fish and the fairness of our refund process.

Live Arrival Guarantee (LAG)

We offer a Live Arrival Guarantee on all of our fish. In the unlikely event of a Dead on Arrival (DOA), a refund will be issued for the cost of the deceased fish under the following conditions:

  1. Time Limit: You must contact us within 3 hours of the package's arrival as indicated by the carrier's delivery timestamp.
  2. Required Proof: You must provide at least two clear pictures of the deceased fish. These pictures must be of the fish still inside the unopened, sealed shipping bag. This allows us to verify the condition of the fish as it was received, before any external factors could affect it.
  3. Non-Refundable Shipping Costs: Please note that shipping costs are non-refundable.

Requesting a Refund

To request a refund under our Live Arrival Guarantee, please email us from phytaquaria.com with the required photos and your order number. We will review your request and process the refund for the cost of the fish if approved.

Damages and Other Issues

Please inspect your order immediately upon arrival. If you receive the wrong item, or if the package is damaged upon arrival (e.g., box is crushed or leaking), please contact us immediately so we can evaluate the issue and make it right.

General Returns & Exchanges

Because we sell live animals, we do not accept returns or exchanges on any of our fish. Once an animal is in your care, we cannot guarantee its well-being. This policy is in place for the health and safety of the animals. All sales are final, with the exception of our Live Arrival Guarantee.