At Dan's Fish, we're so confident our fish will arrive alive and healthy that we'll refund the cost of any lost fish and the applicable portion of the order shipping cost. If there's a problem, follow the instructions below for activating our guarantee.
It is our responsibility to properly prepare the fish for shipping, select visibly healthy stock, and pack the fish according to best practices before we send them to our customers.
Take a look at our mission to learn how we do things. Our Mission
It is our customers' responsibility to have an appropriate, stable environment ready for the fish and to transfer the fish from the shipping package to said environment promptly upon the fishes arrival. This cannot be done without first obtaining knowledge about the needs of the fish being purchased. At Dan's Fish, we advocate for responsible pet care. The single most important thing a person can do in order to be a responsible fish owner is to educate themselves about the animals they intend to keep and have an appropriate environment cycled and ready for said fish well before the fish arrive. We encourage our customers to become knowledgeable about any animal they wish to purchase and consider it a customer's responsibility to do so. There is usually ample information online about the fish sold at Dan's Fish. Please seek it out before purchasing any of our animals. If you do, the fish will have a better quality of life and you will get much more enjoyment out of them.
While Dan's Fish ALWAYS guarantees our fish will arrive alive, if the fish sit around in the shipping package for any length of time after delivery, their health may suffer. To prevent this, we require a picture of any deceased fish in the unopened bag be emailed to us at firstname.lastname@example.org within one hour of delivery. The pic must clearly show the fish in the unopened bag. After an hour, we assume the fish were neglected on a sunny or snowy porch and are deceased as a result. Failure to send the required picture within one hour of delivery voids all guarantees and refunds.
Please understand that, while we do everything we can to get your fish to you promptly, once they are sent, they are out of our direct care. We do not control the post and cannot guarantee when the fish will arrive. However, we pack the fish carefully and guarantee live arrival even if the fish are delayed in the post.
Providing Dan's Fish with an incorrect or incomplete mailing address at checkout voids all guarantees and all refunds. WE CAN'T DIG THROUGH EMAILS FOR YOUR SHIPPING ADDRESS. WE WILL SHIP THESE FISH TO THE ADDRESS PROVIDED AT CHECKOUT/PAYMENT, SO PLEASE, PLEASE, PLEASE CHECK TO MAKE SURE IT IS CORRECT!!!
In a case where a customer provided Dan's Fish with the correct shipping address in the corresponding field during checkout, and;
A deceased fish is delivered to the customer, and;
The customer emails a digital picture clearly showing the deceased fish in its sealed, unopened bag to email@example.com within an hour of delivery of the fish to the customer;
Then Dan's Fish will gladly refund any losses. We will also refund any prorated shipping charges which correspond to the lost item/s so you don't get stuck with shipping charges on top of the fish losses.
Our goal is to grow this hobby by sending healthy fish to happy customers. Most of our customers never have any reason to claim a refund, but, if the need arises, please know that we will take prompt action to rectify the situation as outlined above.
We will contact you via email after you order with a shipping plan. This email is usually sent out the day after you order, although it can be 2 days during weekends, holidays, and the like. We will provide you with a tracking number when the fish are shipped so you will know when they arrive and can take prompt care of their needs.
Once again, WE WILL BE SENDING FISH TO THE SHIPPING ADDRESS PROVIDED AT CHECKOUT, SO PLEASE CHECK TO MAKE SURE IT IS CORRECT BEFORE YOUR ORDER IS PAID FOR.
If you have any questions or concerns, please feel free to contact us at firstname.lastname@example.org