Live arrival claim rules
A separate live arrival policy that protects both the customer and seller by clearly defining the claim window, proof required, and exclusions.
This page should not be merged into a normal return policy.
HiGuppy wants every customer to receive healthy live guppies. Because live fish are sensitive to transport, all DOA claims must follow the rules below.
Customer must contact us within the stated claim window after delivery. Replace with your real timeframe, such as 1–2 hours.
Require clear photos or video of the unopened bag and fish condition. Update with your exact proof requirements.
Depending on your policy, approved claims may receive refund, replacement fish, or store credit.
Do not discard the bag, fish, label, or packaging before contacting support.
Take clear photos or video showing the fish, unopened bag, shipping label, and delivery time if possible.
Send your order number, photos/video, and a short description to support@higuppy.com within the claim window.
Our team will review the claim and reply with the next step.
| Item | Suggested rule to customize |
|---|---|
| Fish cost | May be refunded, replaced, or credited if claim is approved. |
| Shipping fee | Usually non-refundable for live animal shipping unless seller chooses otherwise. Add your final rule here. |
| Replacement shipment | Customer may need to cover new shipping fee. Add your final rule here. |
