Refund policy

 

         LIVE ARRIVAL GUARANTEE

At Bioacuatica, we have many years of experience safely shipping live tropical fish throughout the United States. Our shipping methods have been thoroughly tested under a wide range of weather and transit conditions to ensure your fish arrive healthy and in excellent condition.

We take great pride in our shipping success rate and stand behind the quality of our packing procedures. In the rare event that a fish arrives deceased (DOA - Dead on Arrival), we will gladly work with you to resolve the issue.

Please review the following conditions of our Live Arrival Guarantee:

  1. Bioacuatica guarantees the live arrival of all fish during transit. In the unlikely event of a DOA, we will, at our discretion, issue a refund or provide a replacement fish.

  2. Any DOA claim must be reported within 2 hours of the first delivery attempt shown on the carrier's tracking information. Please contact us as soon as possible so we can review the situation and determine the appropriate resolution.

  3. Proof of loss is required for all DOA claims. To qualify for coverage, customers must provide:

    • One clear photo of the fish inside the unopened shipping bag.

    • One clear photo of the fish placed on a paper towel or similar surface outside the bag.

    No exceptions can be made to this requirement.

  4. The buyer is responsible for monitoring tracking information and making arrangements to receive the shipment promptly upon delivery. Packages should not be left outdoors for extended periods, especially during extreme hot or cold weather conditions.

  5. Our guarantee covers the safe arrival of the fish only. Once the fish have been delivered, acclimated, and introduced into the customer's aquarium, their long-term health depends on proper acclimation, water quality, tank conditions, compatibility with tank mates, and ongoing care. For this reason, we do not guarantee fish beyond 2 hours after delivery.

We strongly encourage customers to research the care requirements of each species before purchase and to follow proper acclimation procedures upon arrival.

Our DOA rate is exceptionally low and reflects the care we take in selecting, conditioning, and packing every fish we ship. Our goal is not only to deliver healthy fish, but also to help you enjoy them for many years to come.

Thank you for choosing Bioacuatica.