Our Policy

Return and Refund Policy

Returns for Live Fish:

We do not accept returns for live fish.

Error in Shipment:

If we mistakenly ship the wrong fish, you will receive a full refund in store credit for the fish's value and the shipping fee.

If the correct fish is available and you prefer to receive it, we will send it to you at no additional cost, and you may keep the incorrectly shipped fish.

Size and Sex Estimations:

The size and sex of the fish are estimates based on informed judgment and are not guaranteed to be 100% accurate.

We cannot process refunds based solely on discrepancies in size or sex.

 

Dead on Arrival (DOA) Policy

We prioritize the safe delivery of your fish and take every precaution to ensure they arrive healthy. In the event of Dead on Arrival (DOA) fish, please follow these steps to submit a claim:

1. Claim Submission Deadline:

Submit your claim within 2 hours of confirmed delivery to avoid voiding your warranty or guarantee.

2. Evidence Required:

Record a clear video for at least 30 seconds and take a photo of the deceased fish in the sealed bag.

Send the video and photo to tsugi.goldfish@gmail.com

3. Information Needed:

Include your full name, phone number, and order number in the email.

Ensure you are available to receive the delivery. We are not liable for fish that perish due to the customer's unavailability during the day of delivery.

4. Prompt Contact:

Please contact us within 2 hours of receiving the package. For verification, use the delivery time provided by the carrier's tracking information.

5. Compensation:

Valid DOA claims are eligible for store credit only. Shipping costs are non-refundable. Once your claim is processed, you'll receive credit for future purchases.

By adhering to these guidelines, we can address any issues promptly and ensure your satisfaction with Tsugi Goldfish.

 

Order Cancellation Policy

Refund Requests Within 24 Hours:

If you request a refund within 24 hours of placing your order or before your fish is packed for shipment, we will refund 90% of the total transaction amount. The remaining 10% covers non-refundable administrative and transaction fees imposed by the selling platform and credit company.

Refund Requests After 24 Hours:

If the refund request is made after 24 hours, a 30% restocking fee (based on the total transaction amount) will be deducted. This fee covers administrative expenses, restocking inventory, loss of sales, and unused resources.

No Changes or Cancellations During Shipping:

Changes or cancellations are impossible once your order has entered the shipping process.

How to Request a Cancellation:

Please email us at tsugi.goldfish@gmail.com with your full name, phone number, and order number.

Important Note:

Making a purchase requires careful consideration. We take multiple steps to prepare live goldfish for shipment, such as fasting and professional packaging, which incur preparation costs covered by the restocking fee. We urge customers to factor this into their decision-making process.

By placing an order with us, you acknowledge and agree to adhere to our cancellation policy. If you have any inquiries or reservations regarding this policy, please contact us before making any purchase.