Live fish · international transshipper orders
Return & Refund Policy
Live fish are not ordinary merchandise returns. For international transshipper orders, an approved DOA remedy is limited to the covered international leg.
Live fish returns
HiGuppy does not accept ordinary returns of live fish after shipment or acclimation. If a fish is confirmed DOA on the covered international leg, follow the International Transshipper DOA Policy instead of mailing the fish back.
Refund policy
Fish price only
An approved DOA refund covers only the price of each confirmed affected fish. Shipping, transshipper, customs and other third-party charges are non-refundable under the standard refund.
Calculated per fish
When some fish survive, the refund is based on the individual price of each fish confirmed DOA.
Refund processing target: 3–5 business days after an approved claim.
Replacement instead of refund
- HiGuppy provides replacement fish at no fish-price charge for an approved international-leg DOA claim.
- The buyer pays the new international shipping cost and transshipper fee.
- Replacement ships with the next available export schedule.
- For a clearly confirmed HiGuppy packaging or shipment error, HiGuppy may support replacement shipping as a discretionary exception.
Claim timing and proof
Send the claim within 2 hours of the transshipper inspection time. Keep the fish in the original unopened bag and show the visible shipping identifier. Send evidence to simonjay0805@gmail.com.
Claims after 2 hours or without proper evidence may be rejected. Domestic transshipper-to-buyer DOA is handled under the transshipper’s policy.
Not covered and case-by-case review
Not covered
- customs, permits, government inspection or quarantine;
- weather, airline, carrier or logistics events outside control;
- refused delivery, wrong address or delayed pickup;
- domestic shipment after transshipper acceptance;
- improper acclimation or unsuitable aquarium.
Case-by-case
Exceptional events where responsibility is unclear may be reviewed individually. Goodwill is discretionary and does not promise reimbursement of third-party fees.
