Shipping, DOA, Return Policy

Please read all information before placing your order.

Live Fish Shipping

 

    • We strongly encourage buyers to choose UPS 2-day air when they check out to ensure the health and safety of the fish during transport.

    • We do not cover DOA claims for shipments sent via USPS Priority Mail. Choosing this option means you are taking your own risk for the fish’s safety.

    • We use the absolute best practices and standards of care, packing with 100% oxygen, methylene blue, double/triple bagging, hand knot sealing, and using hot or cold packs with insulation.

Shipping Schedule

 

    • We ship live fish orders on Mondays and Tuesdays. In some cases, we ship orders on Wednesdays if the customer chooses an overnight option. The holiday season might affect the normal shipping schedule.

    • We will ship orders containing only dry goods within 1-2 business days. If your order includes both live fish and dry goods, we may ship the dry goods separately.

    • The cutoff for shipping fish orders is Tuesday at 9 pm EST. We will ship orders placed after the cutoff time the following Monday.

Additional Information

 

    • We only ship to the Continental United States.

    • We ship packages to the address provided. We are not responsible if the customer enters an incorrect address.

    • We reserve the right to delay shipping due to extreme weather or holidays.

LIVE ARRIVAL GUARANTEE (DOA) POLICY

DOA stands for dead on arrival. This policy applies to purchasers of our live animals.

Filing a DOA Claim

To file a DOA claim for a fish that arrives dead, please:

  1. Send a short video of the deceased fish:
    • One video inside the sealed bag with water (unopened).
    • One video outside the bag.
  2. Submit the videos within 2 hours of the carrier’s delivery timestamp.
  3. Email the videos to snrmedaka@gmail.com.

Note: We will not process DOA claims without a clear video.

Refunds and Replacements

Upon approval of your DOA claim:

  • We will issue a store credit for a future fish order, or
  • We will send a replacement of the same fish if available.

Terms and Conditions

  • Responsibility: Our responsibility ends once you open the fish bag. Any subsequent issues are beyond our control. Our DOA policy only applies to fish while they’re in the bag. We don’t provide insurance or guarantees once the fish are in the customer’s aquarium.
  • Health Check: We check all fish for health before shipping. Please note that shipping is stressful for the fish, and they require aftercare upon arrival (e.g., acclimation procedures).
  • Delivery: Make sure someone is home to receive your fish. We do not cover DOA if the fish were left outside because there was no one to receive them, or if the fish are left overnight at the postal office.
  • Correct Address: Ensure the correct address is provided upon checkout.
  • Exclusions: DOA only applies to purchased fish, not extras.
  • Shipping Costs: Sorry, shipping is non-refundable.

Store Credit Policy

  • We will issue store credit for each fish covered by the DOA policy.
  • Store credit is strictly for another future fish order (not dry goods) and is valid for one year from the issue date.
  • DOA fish, shipping costs, and credits are not refundable.
  • We will ship out a replacement-only order. For any new order other than replacement, additional shipping charges must be paid.

Purchase Guidelines

    • We do not support impulse purchases of live animals. Please ensure all proper equipment and preparations are made before purchasing live animals.
    • We reserve the right to refuse sales if proper care cannot be provided.
    • If there are issues, notify us on the day of receiving the fish.

Return Policy

Livestock, Plants, and Perishable Items:
We do not accept returns for any livestock, plants, or perishable items.

Return-Eligible Items:
Other return-eligible items must be in their original condition to qualify for returns.

Reporting Faults:

  • Report any faults within 24 hours of purchase.
  • We will not accept reports made after this time.
  • Contact us at snrmedaka@gmail.com with the subject line “Return – Order ####”.
  • We will provide a return label and a refund for the item price only. Shipping is not refundable.

Return Timeline:

  • Please make returns within 7 business days of receiving the products.

Change of Mind:

  • In the event of a “change of mind,” exchanges can be provided.
  • The item must be in its original packaging, with postage costs covered by the customer.
  • Customers are responsible for their own shipping expenses to return the items.

Store Credit and Replacements:

  • SNR Medaka USA may issue store credit or replacements at their discretion instead of providing a refund.
  • “Change of Mind” exchanges are only applicable to non-live goods.

Property Ownership:

  • All items remain the property of SNR Medaka USA until fully paid for.

Agreement:

  • Purchasing from us indicates your agreement with this policy.

Contact Us:

  • Feel free to reach out if you have any questions. Thank you!