Refund policy

Shipping, Refund & Return Policy

At Eddie’s Fin Farm, the health and safety of your aquatic pets are our top priorities. We invest a lot of time, care, and resources to prepare your order, ensure your fish are healthy, and package them safely for transport. Because of these upfront preparation and transit costs, we adhere strictly to the following shipping and return policies.

1. Returns & Refunds Policy

  • No Live Fish Returns: To protect the health of our stock, we do not accept returns on live fish under any circumstances.

  • No Refunds After Shipment: Once an order has shipped, all sales are final and shipping fees are non-refundable. We absorb non-recoverable costs the moment your box leaves our facility.

  • Cancellations: We accept order cancellations and modifications up to 72 hours prior to your scheduled ship date. To cancel or make changes, please call or email us directly before that cutoff window.

2. Live-on-Arrival (DOA) Guarantee

We proudly guarantee that your fish will arrive alive! To ensure this guarantee remains valid, please review the requirements below:

  • Recipient Presence Required: You (or someone in your household) must be available to accept and bring in the package on the day of delivery.

  • DOA Replacements: If a fish arrives dead on arrival (DOA), we will replace it with a fish of equal or lesser value. While the replacement fish is free, the buyer is responsible for all replacement shipping fees.

How to File a DOA Claim

DOA claims and shipping issues are reviewed on a case-by-case basis. Prompt communication is critical:

  1. Timeframe: You must email us within 2 hours of the delivery timestamp provided by the carrier's tracking link.

  2. Required Details: Please include your Order Number along with clear photos or videos showing the issue/deceased fish in the sealed bag.

3. Shipping Operations & Guidelines

  • Carrier & Shipping Methods: Shipping fees are calculated automatically at checkout. While options vary, we strongly recommend choosing Overnight / Next Day service for the safest journey. (Note: Customers may occasionally be subject to additional shipping charges or refunds if rates vary).

  • Processing & Ship Days: Orders take up to 2 business days to process. We ship live fish Monday through Wednesday (excluding holidays). Please note that Mondays are processing days for us, not transit days.

  • Delivery: Packages are delivered directly to your doorstep unless you specifically request otherwise.

4. Unfit to Ship Policy

The well-being of our fish comes first. If we inspect your selected fish prior to packing and determine it is "Unfit to Ship," we will notify you immediately.

  • If it’s a single-item order, you’ll receive a full refund or credit for the fish and shipping.

  • If it’s part of a larger order, we will refund/credit the cost of that specific fish and contact you to discuss your options.

5. Wrong Fish Delivered

If we accidentally send you the wrong fish:

  1. Keep the fish: Please do not attempt to ship the fish back—the extra travel creates unnecessary stress for the animal. Consider it a free gift on us!

  2. Your Choice of Resolution:

    • Receive a full refund for the cost of the incorrect fish plus your original shipping cost.

    • OR, if the correct fish is still in stock, we will ship it to you immediately at no extra charge.

6. Carrier Issues, Lost, Stolen & Damaged Packages

Once a package enters transport, carrier delays and handling are out of our direct control.

  • Carrier Responsibility: We are not liable for package mishandling, transit delays, lost packages, or theft. Lost packages will not be replaced or refunded. However, if your package is delayed, contact us immediately and we’ll be glad to help trace it or direct you to the carrier.

  • Damaged Boxes: If your package arrives damaged, please take clear photos of the outer box before opening. In the event of fish loss due to transit damage, photo documentation is required so we can issue an appropriate resolution and file a claim with the carrier.

  • Weather & Theft Prevention: Please ensure you track your shipment and bring it inside promptly to protect your fish from extreme heat, cold, or package theft.

7. Our Quality Commitment & Product Expectations

At Eddie’s Fin Farm, we stand proudly behind the health and quality of our stock. Every fish in our facility goes through a strict quarantine process and close daily monitoring before it ever leaves our doors.

Because we are working with live animals, shipping stress and adjustments to new water parameters can temporarily affect a fish’s appearance or behavior. While we maintain exceptionally high standards and do our best to notice and disclose any minor abnormalities prior to shipping, live animals are unique and we may not catch every tiny detail.

Please Note: Due to natural growth, environment, and development, we do not guarantee exact gender, color shades, final size, finnage pattern, or individual behavior.

We are here for you! Please never hesitate to reach out to us with any questions or concerns—big or small. Whether you need advice on acclimation, tank setup, or just want to check in about your new arrival, we are always here to support you and your fish.