Refund policy

Live fish can't be returned

Because we sell live animals, we do not accept returns on live fish. Instead, every livestock order is backed by our Live Arrival Guarantee, explained below.

Our Live Arrival Guarantee

We take great pride in our packaging, and losses are very rare, even when shipments are unexpectedly delayed. Live arrival is guaranteed on every order as long as these conditions are met:

  1. The package must be received on the first delivery attempt.
  2. The package must be sent to the correct address, not a forwarding address.
  3. Temperatures in your area must be between 50°F and 100°F, unless you added a Heat Pack to your order. If nighttime lows in your area are below 50°F and no Heat Pack was added, the Live Arrival Guarantee is void. We don't ship when temperatures are above 100°F.
  4. You must submit our DOA Claim Submission Form within 2 hours of delivery, including an unboxing video (see "How to file a DOA claim" below).

We are not responsible for any losses that happen after the fish is removed from the bag, or more than 2 hours after the marked delivery time. Please be available to receive your fish as soon as they arrive, and have your tank ready for new livestock.

Our Live Arrival Guarantee does not cover packages that are lost or stolen.

Full details are on our Live Arrival Guarantee / DOA Policy page.

If a fish arrives dead (DOA)

If your DOA claim is approved, you choose how you'd like to be made whole:

  • Refund: covers the value of the lost fish. Shipping is not refunded. Refunds go back to your original payment method.
  • Store credit: covers the value of the lost fish plus shipping, to use on your next order. If only some of the fish in your order are lost, store credit includes the prorated cost of shipping. If your order shipped free, store credit includes a 5% bonus instead.

How to file a DOA claim

  1. Record an unboxing video as you open the box. It's required. Show the lost fish inside the sealed, unopened bag, and then laid on a dry surface.
  2. Within 2 hours of delivery, fill out our DOA Claim Submission Form. You'll need your name, email, phone number and order number. Upload your unboxing video and any other videos or photos you have. Then choose refund or store credit.
  3. Keep the fish. Do not throw the fish away until your claim is finalized, in case we need more evidence. If what you send isn't clear we may ask for more, and in some cases we may ask to see the fish cut in half.
  4. Allow 24-48 hours for us to review your claim.

7-Day and 30-Day Livestock Protection Plans

If you added a 7-Day or 30-Day Livestock Protection plan to your order, it covers livestock purchases up to $1,000. If your fish dies within 7 or 30 days, you can file a claim for store credit equal to the fish's purchase price plus a 5% bonus, or a refund of the fish's purchase price.

  • No questions asked. We won't ask about your setup, experience level or water parameters.
  • Photo proof is required, including at least one photo of the fish laid on a dry surface such as paper towel, paper or cardboard. In some cases we may ask for more evidence, which may include a photo of the fish cut in half. Keep the remains until your claim is settled.
  • The fish must be physically intact. Protection does not apply if the fish was eaten or attacked by tank mates, and it's void if the fish has been visibly damaged.
  • The protection fee and shipping costs are non-refundable.

Cancelling an order

If you need to change your order, contact us and we'll be happy to help. To cancel an order before it ships, use our Cancel My Order form or contact us. You can choose:

  • Store credit for the full amount, or
  • A refund minus a 15% cancellation fee. The fee covers non-refundable transaction costs and the time spent holding livestock that could have been sold to another customer.

This applies to in-stock orders, and to special orders cancelled before day 30 (counted from your order date).

Special orders

Special-order livestock usually takes 10-30 days because of supplier availability. If your order has both in-stock and special-order fish, the whole order is held until everything is ready to ship.

Special orders may be partly or fully cancelled if our suppliers can't fill them. If you cancel a special order before day 30 (counted from your order date), you can choose full store credit or a refund minus a 15% cancellation fee. If it hasn't shipped within 30 days, you can ask for a full refund, with no fee, at any time after that. If you don't ask, we'll keep trying for as long as it takes. If we decide we can't fill the order at all, we'll refund it in full automatically, with no fee.

If you cancel a special order yourself, the cancellation terms above apply: store credit for the full amount, or a refund minus the 15% cancellation fee if you cancel before day 30 (counted from your order date).

Where we ship

Live fish ship to the contiguous United States (the lower 48 states and Washington, D.C.) and Alaska. We do not ship live fish to Hawaii. See our Shipping Policy for rates and timing.

Questions

The best way to reach us is by email at Sales@lonestarrareexoticfish.com. Our phone line is text only (no calls): 936-628-5577.