Refund policy

Cancellation Policy:

At anytime before we ship out the fish, you may cancel or delay your shipment.  If you choose to cancel for a refund, we will refund you 100% as soon as possible.  Once the shipment has been sent, we can no longer refund you.

Please be ready to receive shipment or have someone there so the package does not stay outside in the heat or cold.  We can arrange for UPS hold for pick up if that works better for you. 

 

What to do if you received a DOA:

If you received a Dead On Arrival(DOA).  Please take a photo and e-mail us immediately (so we know it has not been sitting out) and we will review the situation. 

Include the following photos:

1. Photos of dead fish in unopened bags.
2. Photos of the entire package, inside and out.

 

• UPS Overnight Policy:  If approved and UPS overnight was chosen, then we will work with you to arrange another delivery attempt at no extra cost to you or choose to refund you if we are out of stock.  We will cover ANY additional shipping cost as well.  Either way, we will figure it out together.

• USPS Priority or UPS 2 Day Policy: If USPS priority was chosen, then we cannot guarantee your shipment.  We will discuss with you about how better to handle the situation and what was the probable cause of death.  We know what it's like to receive DOAs with no protection and it's not a good feeling and we understand that UPS Overnight is a higher cost for many (But definitely worth it).  Just message us and let's figure something out.

 

support@bwaquatics.com