High-quality livestock and customer peace of mind are the cornerstones of our business. We stand firmly behind every order with a 100% Live Arrival Commitment. We promise that your livestock will arrive healthy and thriving. If, for any reason, they don’t meet our rigorous standards upon arrival, we are committed to making it right immediately.
The Fish R Us Live Arrival Commitment is our promise that every fish arrives in peak health. In the rare event of a loss during transit, we provide a seamless resolution through a replacement, refund, or store credit. We are dedicated to ensuring your experience is successful and that your investment is always protected.
If you are approved, then your refund will be processed, minus the total cost of shipping, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Then contact your credit card company, it may take some time before your refund is officially posted.
**Shipping costs will NOT be refunded in whole or in part.**
Healthy Arrival Protocols
Advanced Climate-Controlled Packaging: We utilize insulated containers, oxygenated bags, and heat or cold packs. These materials work together to create a stable micro-environment, shielding your livestock from external temperature fluctuations throughout their journey.
Expedited Livestock Transit: We prioritize overnight and fast shipping methods to minimize the duration of travel. By reducing time in transit, we significantly lower stress levels and ensure your fish arrive with the same vitality they had in our tanks.
Rigorous Pre-Transit Screening: Every specimen undergoes a final professional health evaluation and a strategic conditioning period before departure. This meticulous clearance process ensures that only the most robust livestock is selected for travel, providing them with the strength needed for a successful journey.
Our Resolution Process
While we maintain industry-leading success rates, we have a clear protocol in place should you experience a loss during transit. Please notify our team immediately upon discovery. To remain eligible for our guarantee, do not discard any livestock until you have received official authorization from our support team.
To process your claim, we require the following:
Mandatory Unboxing Video: To qualify for our Live Arrival Guarantee, a clear video of the initial unboxing is required. This footage must show the seal being broken and the contents of the package as they are first revealed. Without this visual verification, we are unable to process a claim, as it serves as the only definitive proof of condition upon arrival.
Carrier Service Failures: While we guarantee the health of our livestock, we cannot be held responsible for carrier-related delays. In the event of a late arrival, a claim must be initiated directly with the shipping provider. We are happy to provide any necessary documentation from our end to support your claim.
First-Attempt Delivery Policy: Because we ship highly sensitive live animals, someone must be available to receive the order the moment it arrives. Failure to accept the package on the first attempt—or leaving the box outdoors—will forfeit your eligibility for a refund or replacement.
Mandatory Shipment Acceptance: To ensure the safety of our livestock and the integrity of our facility’s bio-security, all shipments must be accepted upon delivery. Refusing a shipment is a violation of our safety protocols and will result in a permanent suspension of purchasing privileges at Fish R Us. Customers are held liable for all costs associated with refused packages.
Exterior Damage Protocol: If the shipping container arrives with visible damage, please document it with the courier immediately and inspect the contents in their presence if possible. Failure to report transit damage to the carrier at the time of delivery may void your Live Arrival Commitment. Please note that all claims regarding delays or external damage must be filed directly with the courier.
Exchanges
**We DO NOT accept exchanges**
Strict Bio-Security Protocol: To maintain the health and safety of our existing livestock, we cannot accept returns of live fish under any circumstances. This policy prevents the risk of cross-contamination and ensures our facility remains a pathogen-free environment for all our specimens.Exchanges
Returns
**We DO NOT accept returns**
Strict Bio-Security Protocol: To maintain the health and safety of our existing livestock, we cannot accept returns of live fish under any circumstances. This policy prevents the risk of cross-contamination and ensures our facility remains a pathogen-free environment for all our specimens.
Need help?
Contact us at {fishrustx@gmail.com} for questions related to refunds and returns.