Order changes and cancellations
Live Guppy Order Cancellation Policy
Live-fish orders begin moving through inventory, fish-readiness and shipping checks soon after checkout. Contact HiGuppy immediately when you need to cancel or change an order.
Policy overview
What customers should know before requesting cancellation
Sending a message does not automatically stop processing. HiGuppy reviews the order stage, fish preparation, carrier activity and any order-specific terms before confirming what can be changed.
Contact us promptly
The earlier we receive the request, the more options may remain available.
Wait for confirmation
The order remains active until cancellation or modification is confirmed in writing.
Do not reorder yet
A replacement order can create duplicate charges and two active shipments.
Track advanced orders
Once shipped, use the tracking, arrival and DOA procedures instead of cancellation.
Cancellation availability
The order stage determines what may still be possible
The descriptions below are general guidance. Fish condition, special requests, wholesale terms, payment status and carrier activity may affect the final decision.
| Order stage | Typical status | Cancellation outlook | What to do |
|---|---|---|---|
| Order received | Payment and order details are being reviewed. | Best opportunity | Contact us immediately with the order number and requested action. |
| Fish or inventory reserved | Specific fish, quantities or inventory may be held for the order. | Manual review | Cancellation or partial changes may still be possible, but are not guaranteed. |
| Preparation started | Fish-readiness checks, fasting, materials, insulation or pack-out planning may have begun. | Limited | Contact support urgently. Incurred or nonrecoverable costs may affect the resolution where permitted. |
| Label created or packed | The box may be packed or scheduled for carrier handoff. | Usually unavailable | We will review whether safe interception is still practical. |
| Carrier accepted / shipped | The package has entered the carrier network. | Cannot cancel | Monitor tracking, receive the shipment promptly and follow arrival instructions. |
A label-created email does not always mean the carrier has the box
However, label creation usually means the order is in an advanced processing stage. Contact support immediately rather than assuming the shipment can still be stopped.
Request process
How to request a cancellation
Use the contact page or email so the request reaches the order-support workflow. Social comments and direct messages may not be reviewed quickly enough for a time-sensitive live-fish order.
Send the order number
Include the order number and the buyer name or email used at checkout.
State the requested action
Ask for full cancellation, removal of an item, address review or another specific change.
Watch for our reply
We may need to verify identity, payment status, fish preparation or carrier activity.
Keep written confirmation
The order is cancelled only after HiGuppy confirms the approved action in writing.
Helpful details to include
- Order number and checkout email
- Items or quantities affected
- Requested cancellation or change
- Correct address when requesting an address update
- A reachable email address for the response
Do not send sensitive payment information
- Do not email a full card number
- Do not send passwords or account login codes
- Do not publish order details in a public comment
- Do not place a duplicate order unless support instructs you to
- Do not assume silence means the order was cancelled
Changes instead of cancellation
Some order details may be adjustable before processing advances
A requested change can affect inventory, discounts, packaging, shipping cost, transit suitability and the final order total. HiGuppy must approve the revised order before it becomes effective.
Shipping address
Address changes require review and may be unavailable after label creation. Extra verification or carrier costs may apply.
Items or quantities
Removing, replacing or adding fish can change availability, discounts, packaging and shipping requirements.
Shipping service
Service changes depend on destination, carrier cutoff, weather, packing stage and payment of any difference.
Separate orders are not automatically combined
Combining orders can change package capacity, shipping charges and fish-safety planning. Contact support before placing another order when you want items shipped together.
Weather and route safety
A weather hold delays dispatch but does not automatically cancel the order
HiGuppy may hold an order when temperature, storms, carrier congestion, holidays or route disruptions create unnecessary risk for live fish.
During a protective hold
- The order normally remains active
- Fish or inventory may remain reserved
- Tracking may not yet show carrier acceptance
- Dispatch is reconsidered when a safer window appears
If you request cancellation during the hold
- The request is reviewed using the current processing stage
- Special-order or wholesale terms may also apply
- Previously completed preparation may limit available options
- Written confirmation is still required
Fish safety takes priority over the original estimate
Checkout dates and carrier estimates are not guaranteed ship dates. See the Live Guppy Shipping Policy for the complete weather-hold and dispatch process.
Special-order terms
Some orders may have separate cancellation conditions
Custom requests, specially sourced fish, breeder holds, prearranged orders, wholesale quantities, bulk packaging or other nonstandard work may begin before the normal fulfillment stage.
Custom or special requests
Written order-specific terms may limit cancellation after sourcing, reservation or preparation begins.
Wholesale and bulk orders
Deposits, production schedules, fish allocation, packaging and freight arrangements may be governed by a separate quote or agreement.
Conflicting terms
Order-specific written terms accepted at purchase take priority over this general policy where legally permitted.
HiGuppy cancellation
When HiGuppy may cancel or adjust an order
We may cancel all or part of an order when fulfillment would be unsafe, unlawful, unavailable, unverifiable or impractical.
Possible reasons
- Fish condition is not suitable for shipment
- Inventory, price or listing error
- Payment failure or suspected fraud
- Incomplete, invalid or unverifiable delivery information
- Destination, import or carrier restriction
- Persistent unsafe weather or service interruption
- Threatening, abusive or unsafe buyer conduct
How the order is handled
When HiGuppy cancels an unfulfilled item, we will issue the appropriate refund, credit or order adjustment for the affected amount. We may offer a substitution only with customer approval when the substitution changes what was purchased.
Health-related cancellation
We may hold or cancel shipment rather than send a fish that does not appear ready for transit. This is a fish-welfare decision, not a guarantee that every health issue can be detected.
Approved refunds
How refunds are handled after cancellation is approved
The cancellation confirmation will identify the approved items and amount. Refund method and posting time depend partly on the original payment method, payment processor and financial institution.
Original payment method
Approved refunds are normally returned through the original payment method when that method supports a refund.
Processing and posting
HiGuppy may initiate the refund promptly, but the processor or bank controls when the credit becomes visible.
Credits and discounts
Store credit, coupons, discounts and gift balances are generally restored according to their original form and terms.
Charges already incurred may be treated separately
Custom-order work, nonrecoverable payment costs, address corrections, carrier services, special packaging or other completed services may affect the final resolution where permitted by the accepted order terms and applicable law. Nothing in this policy limits consumer rights that cannot lawfully be waived.
After carrier handoff
Orders already shipped cannot be cancelled
Once the carrier accepts the package, HiGuppy generally cannot stop or recall a live-fish shipment. The recipient should monitor tracking, arrange prompt receipt, bring the box indoors immediately and follow the current arrival instructions.
Use the correct policy after delivery
For shipment timing, review the Shipping Policy. For a fish that may be deceased on arrival, keep the affected bag sealed and follow the Live Arrival Guarantee and DOA Policy. For other refund questions, see the Return & Refund Policy.
Frequently asked questions
Cancellation FAQ
Can I cancel immediately after placing an order?
Contact us immediately. This is usually the best opportunity, but cancellation is not complete until HiGuppy confirms it in writing.
Can I cancel after receiving a tracking number?
Contact support urgently. Label creation usually means processing is advanced, and cancellation may be unavailable even when the carrier has not yet scanned the package.
Does a weather hold mean the order was cancelled?
No. A weather hold normally keeps the order active while dispatch is delayed for fish safety. You may request cancellation, but approval depends on the current processing stage and applicable terms.
Can I change the shipping address?
Address changes may be possible before packing and label creation. They require verification and may change shipping cost or timing. Changes after carrier handoff are generally unavailable through HiGuppy.
Can I remove one fish and keep the rest?
Partial changes may be possible before processing advances. Inventory, discounts, package size, shipping charges and fish-safety requirements may need to be recalculated.
Can two separate orders be combined?
Not automatically. Contact support before placing the second order. Combining orders depends on package capacity, route, fish count, shipping charges and processing stage.
How will I know the cancellation was approved?
HiGuppy will send written confirmation identifying the approved cancellation or change. Until that confirmation is sent, continue treating the order as active.
How long does an approved refund take?
HiGuppy can initiate the refund, but payment processors and banks control posting time. The cancellation confirmation will identify the amount and method when available.
Related policies
Continue with the policy that matches your order stage
Need to cancel or change an active order?
Send the order number and requested action now. We will check the processing stage and confirm the available options in writing.
Last updated: July 19, 2026. This general policy may be supplemented by order-specific written terms. Applicable consumer-protection law takes precedence where required.
