Refund policy

Return & Refund Policy
Felipe's Fish Store

By placing an order with Felipe's Fish Store, you agree to the policies outlined below.

At Felipe's Fish Store, the health and safe arrival of our fish is our top priority. Because we ship live aquatic animals, our return and refund policies differ from traditional retail stores. Please read the following policy carefully before placing an order.

LIVE ARRIVAL GUARANTEE (DOA POLICY)

We guarantee that all fish will arrive alive and in healthy condition when shipped using our approved shipping methods.

In the rare event that a fish arrives dead on arrival (DOA), customers must follow the steps below to qualify for a refund or replacement.

Reporting a DOA

If a fish arrives deceased, customers must:

• Contact us within 2 hours of delivery confirmation
• Provide clear photos of the fish inside the original unopened bag
• Include the order number and description of the issue

Photos must clearly show the fish in the unopened shipping bag. Once the bag has been opened, we are unable to verify the condition during transit and cannot process a claim.

Claims submitted after the 2-hour window unfortunately cannot be approved.

REFUNDS OR REPLACEMENTS

Once a DOA claim is verified, we will provide one of the following:

• A replacement fish (when available)
• Store credit
• A refund for the value of the fish

Shipping costs are non-refundable unless an error was made by Felipe's Fish Store.

NO RETURNS ON LIVE FISH

Due to the sensitive nature of live animals, we do not accept returns on live fish once they have been delivered.

Fish health after arrival depends heavily on water parameters, tank conditions, proper acclimation, and compatibility with other tank inhabitants. For this reason, we cannot guarantee fish survival after successful delivery.

INCORRECT ADDRESS OR DELIVERY ISSUES

Customers are responsible for providing accurate shipping information at checkout.

Felipe's Fish Store is not responsible for losses caused by:

• Incorrect shipping addresses
• Missed delivery attempts
• Packages left outside for extended periods
• Carrier delays outside our control

We strongly recommend that customers track shipments and be present to receive their delivery.

ACCLIMATION RESPONSIBILITY

Proper acclimation is critical to the health of your fish.

Felipe's Fish Store cannot be held responsible for losses caused by improper acclimation procedures. Customers should ensure their tank conditions and water parameters are appropriate before introducing new fish.

ORDER ISSUES

If you receive the wrong fish or an item is missing from your order, please contact us within 24 hours of delivery so we can resolve the issue quickly.

CONTACT INFORMATION

Felipe's Fish Store
Danbury, CT
Email: support@felipesfish.com

Please include your order number and photos when contacting us so we can assist you as quickly as possible.