Refund Policy

1. Dead on Arrival (DOA) Policy

We provide a 100% live arrival guarantee on all shipments. If specimens arrive dead or in an irrecoverable condition, you are eligible for a replacement or refund subject to the following conditions:

• 1You must contact us via WhatsApp within 1 hour of the delivery timestamp
• 2Provide clear, unedited photo or video evidence of the DOA specimens, still inside the original sealed packaging
• 3The delivery must not have been delayed due to an incorrect address provided by the buyer
• 4The claim must be filed on the same day as delivery

2. What We Do NOT Refund

The following situations do not qualify for refund or replacement:

• ✕Buyer's remorse or change of mind after delivery
• ✕Specimen deaths due to improper acclimatization by the buyer
• ✕Specimen deaths due to incompatible tank conditions (wrong pH, temperature, tankmates)
• ✕Specimen deaths occurring more than 24 hours after delivery
• ✕Claims made without photo/video evidence
• ✕Orders with incorrect delivery addresses resulting in delays
• ✕Shipping delays caused by courier force majeure (weather, national holidays)

3. Replacement Process

Upon approval of a DOA claim, we will dispatch a replacement in the next available shipping window (Monday–Thursday). If a replacement is not possible due to stock constraints, a full refund will be issued to the original payment method within 5–7 business days.

4. Order Cancellations

Orders can be cancelled within 1 hour of placement for a full refund. After 1 hour, orders enter preparation and cannot be cancelled. No cancellations are accepted once the shipment is dispatched.

5. Contact for Claims

For all refund and DOA claims, contact us via: