Refund policy
Tropicflow's Live Arrival Guarantee Policy
At Tropicflow, we're as passionate about fish as you are. We aim to deliver healthy fish right to your door, but sometimes, despite our best efforts, things don't go as planned. That's why we offer a Live Arrival Guarantee to ensure your satisfaction and peace of mind.
Refund Policy:
- Timing is Key: If your fish arrive and they're not swimming, you must act within 2 hours. Fill out our Guarantee Form, providing photos and videos of any deceased fish in their unopened bag, along with your order number.
- Refunds Issued as Store Credit/Gift Card: We offer refunds in the form of Store Credit or a Gift Card for the value of any deceased fish, or we might replace the fish.
- Shipping Fees: The cost of shipping is non-refundable unless every fish in your order is dead on arrival.
Important Instructions:
- No Returns Needed: Please do not return any fish to Tropicflow.
- Quarantine New Fish: We recommend quarantining new fish for 14 days. Our guarantee does not cover refunds or replacements for any existing fish, invertebrates, or plants that are injured or become ill due to new additions.
How Our Guarantee Works:
| Shipping Method | Arrived Condition | Guarantee Applied |
|---|---|---|
| Standard | Part of shipment Dead On Arrival (DOA) | Store Credit |
| Standard | Whole Shipment DOA | Replace |
| Express/Overnight | Part or Whole Shipment DOA | Replace/Refund |
Order Cancellation Policy
This cancellation policy applies to all purchases made through our online platform. Here are the key points to consider:
- Orders Held for More Than 1 Week: You can cancel but will be refunded only 50% of the total order value, including shipping, due to restocking fees.
- Standard Restocking Fee: A 15% restocking fee applies to all cancelled orders, covering administrative and restocking costs.
- Cancellation Within 48 Hours of Departure: Cancelling within 48 hours of the shipping date incurs a 50% restocking fee, reflecting the resources used in preparing your order.
Ordering live fish requires careful preparation, and our restocking fees help cover these efforts. By placing an order, you agree to these terms. Contact us with any questions or concerns. Thank you for your support!
The Tropicflow Team!