Refund policy
Refund Policy
Dead on Arrival (DOA) and Order Cancellation Policy/Claim
Dead on Arrival (DOA)
We take every precaution in ensuring your fish arrive to you alive and safe. However, if you have any issues with your order, like receiving Dead on Arrival (DOA) fish or incorrect fish, please follow these guidelines to submit a claim:
Deadline of Claim Submission: Please ensure that you submit your claim within 2 hours of confirmed delivery to avoid automatic voiding of your warranty or guarantee.
Provide Evidence: Record a clear video and take a photo of the dead or incorrect fish in the sealed bag and send them to kaijugoldfish@gmail.com.
Information Required: Include your full name, phone number, and Order number in the email. We are not responsible for fish that perish due to unavailability of the customer to receive the delivery. Make sure you are present upon arrival.
Contact Us Promptly: To ensure that we can honor a DOA or incorrect fish claim, please contact us within 2 hours of receiving the package. We will verify this using the delivery time provided by the carrier's tracking information.
Please be advised that we only offer store credit for valid DOA claims. Once your claim is processed, we will provide credit that can be used for a future purchase. It is important to note that shipping costs are non-refundable. Additionally, the buyer is responsible for the shipping costs associated with any replacement fish.
Order Cancellation
We are only able to accommodate cancellations if it was made within 24 hours from our schedule delivery day or before your order has been sent to the courier. Please send us an email at kaijugoldfish@gmail.com with your full name, phone number, and Order number.
A 15% restocking fee (including shipping costs) will be deducted from all refunds for cancelled orders. This fee covers administrative costs related to restocking inventory and unused resources.
If your order has already entered the shipping process, it cannot be changed or cancelled.
Please Note: When considering making a purchase, it is important to take the decision seriously. Preparing live goldfish for shipment involves multiple steps, including a fasting process and professional packaging. The restocking fee is in place to help cover these preparation costs. Therefore, it is requested that customers understand and consider this when making their purchasing decisions.
By placing an order with us, you agree to this cancellation policy. If you have any questions or concerns about this policy, please contact us before making a purchase.