Policies

Dead on Arrival (DOA) Policy

At Kaiju Goldfish USA, we take every precaution to ensure your goldfish arrive healthy and in excellent condition. In the rare event that your fish arrives dead on arrival (DOA), we offer the following coverage based on the shipping method you selected:

  • 2-Day Shipping: Eligible for store credit up to $100.
  • 1-Day Flat Rate Shipping: Eligible for store credit up to $200.
  • 1-Day Recommended Shipping: Eligible for full reimbursement of the fish cost only.

Important Notes:

  • DOA coverage applies to the cost of the fish only. Shipping costs are not covered, as these payments go directly to UPS and are non-refundable.
  • Someone must be available to receive the package. Coverage is void if fish are left outside or not brought inside promptly after delivery.
  • Claims must be submitted within 2 hours of the recorded delivery time (as shown in UPS tracking). Claims submitted after this window will not be eligible.
  • No claims will be honored without proper documentation.

How to Submit a DOA Claim:

  1. Record a Clear Video: You must provide a clear 20-second video showing the deceased fish inside the unopened bag. Place the bag on a flat surface with good lighting.
  2. Additional Visuals (Recommended): While the video is required, we also recommend sending:
    • Clear photos of the fish outside the bag
    • A photo of the shipping box with the UPS label visible
  3. Time Limit: Claims must be submitted within 2 hours of the recorded delivery time.
  4. Submit Your Claim: Email your video, additional photos, and your order number to:
    📧 kaijugoldfishusa@gmail.com
  5. Claim Review: Our team will review your submission and respond within 1–2 business days with details about your eligible reimbursement or store credit.

We strongly recommend choosing 1-Day Recommended Shipping for the highest level of DOA protection and peace of mind.

 

7-Day Warranty

At Kaiju Goldfish USA, we are dedicated to your success in fishkeeping, as your success directly impacts ours. We take great care to ensure that your goldfish is healthy and well-cared for before shipping. However, it’s important to understand that fish experience stress during shipping and while adjusting to their new environment. To help your fish recover and acclimate quickly, providing the optimal conditions is crucial (click here for tips on ensuring a smooth transition). While we can't control the environment once the fish leaves our facility, we offer a 7-day warranty that covers the full cost of the fish (excluding shipping), but only for those who select our recommended 1-day shipping option (not flat rate).

To have your claim considered, please follow the steps below and email them to KaijuGoldfish@gmail.com: 

  • Any signs of illness should be reported to us immediately.
  • Perform a water test on the tank where the fish is in and send it to us. Ensure it shows the results along with the reference guide
  • If the fish dies, record a 15 seconds clear video of the dead fish
  • Perform a water test on the tank where the fish was in as soon as you discover that the fish has expired. Ensure it shows the results along with the reference guide

Sample photo of TEST kit result:


Photo credited to https://worldwaterreserve.com/

The results you email to us will never be shared. Our goal is to support you in identifying and resolving any issues to prevent future distress for your fish. We're dedicated to building a lasting relationship with you and ensuring the smooth operation of your tank.

Feel free to reach out to us if you have any concerns or questions about the fish you've ordered. We're here to help!

Please note:

  • All steps above must be taken for your claim to be valid
  • All claims are subject to approval and may either be accepted or denied.
  • Valid claims are eligible for store credit only. Once processed, you'll receive credit for future purchases. It's important to remember that shipping costs are non-refundable.
  • Store credit expire within 90 days from the issued date.
  • A claim can be submitted only once per fish purchased, and it is valid exclusively for transactions fully paid with a debit or credit card.

Order Hold & Shipping Schedule Policy

Orders will be shipped according to our next scheduled shipping week. If you are unavailable to receive the fish after this period, we recommend waiting to place your order until you are ready. Otherwise, the order will be canceled, and a fee will apply according to our Order Cancellation policy (see below).

If you would like your order shipped on a specific day (Monday through Wednesday), we’re happy to accommodate when possible. Please email us at KaijuGoldfish@gmail.com with your order number and preferred shipping day. Delivery times may vary based on the shipping method you select.

Order Modification

Customers may request modifications to their order, such as changes in shipping preferences. An invoice for any price difference will be sent via email.

Requests to exchange fish requires approval. If approved, a fee of 30% of the exchanged fish's price will apply to cover potential lost sales due to its removal from our listings at the time of purchase.

For any modification requests, please email KaijuGoldfish@gmail.com with your order number.

Order Cancellation

If you request to cancel your order, a 30% cancellation fee will be deducted from the total transaction amount. This fee covers administrative costs, restocking, the potential loss of a sale (as the fish may have been sold to another buyer after the listing was removed), and any unused resources.

Please be aware that once your order has entered the shipping process, cancellations or changes are no longer possible.

To initiate a refund or cancellation, please email us at kaijugoldfish@gmail.com, including your full name, phone number, and order number.

Please Note: Making a purchase requires careful consideration. We undertake multiple steps to prepare live goldfish for shipment, such as fasting and professional packaging, incurring preparation costs covered by the restocking fee. Thus, we urge customers to factor this into their decision-making process

By placing an order with us, you acknowledge and agree to adhere to our cancellation policy. Should you have any inquiries or reservations regarding this policy, we encourage you to reach out to us prior to making a purchase.

 

By placing an order, you acknowledge that you are purchasing a live commodity, which is non-returnable and non-refundable, except under the specific conditions outlined above. We assume no liability for any issues arising beyond those conditions.

Policies may be updated without prior notice. We recommend checking back regularly for the latest information.