Shipping policy

Death on Arrival (DOA) Policy

We understand that live fish sales come with inherent risks. In the rare event that your fish arrive deceased, please follow these steps to apply for a refund:

  • Immediate Notification

    • Notify us immediately upon discovering the issue.
    • Provide the following information via email to info@fullhousegoldfish.com:
      • Order number
      • Your name
      • Contact information
      • 3 clear photos of the deceased fish(es) still in their original bag(s).

  • Submission Timeline

    • Email all required details within 2 hours of the 1st attempt delivery time.

  • Refund Process

    • Upon receiving your photos and verifying the claim, we will issue a full or partial refund for the cost of the deceased fish(es).

Important Notes

  • Claims submitted after the 2-hour window of 1st attempt delivery time will NOT be accepted.
  • If the fish die after being released into your tank, no refund will be provided. Once the fish(es) are in your care and introduced into your tank environment, their health and survival become the owner’s responsibility.

Thank you for your understanding and cooperation.


Product Return Policy

We value your satisfaction and strive to make returns and issue resolutions as seamless as possible. Please review our policy below:

  1. Free Returns Within 14 Days

    • Returns are accepted within 14 days from the date you receive your product.
    • To qualify for a return, the product must be unused and in its original, undamaged condition.

  2. Reporting Damages

    • Any damages must be reported within 3 days of receiving your product.
    • Send an email to info@fullhousegoldfish.com with your order number, receipt, and detailed photos of the damage to initiate a resolution.

  3. Return Process

    • To begin a return or address an issue, email us at info@fullhousegoldfish.com with your order number and receipt.
    • After reviewing your case, we will send you a prepaid return label for your convenience.

We appreciate your cooperation in adhering to these guidelines. If you have any questions or need assistance, feel free to contact us at info@fullhousegoldfish.com.

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