Live arrival guarantee & refund rules
Our comprehensive policy covering the Live Arrival Guarantee, DOA claim procedures, refund methods, and conditions that apply to live fish orders.
Live fish cannot be returned — but our DOA policy protects you.
We guarantee that your fish will arrive alive and in good health. Every shipment is carefully packaged using insulated boxes, heat or cold packs, and breather bags designed for live fish transport.
Fish that are deceased upon opening the shipping bag, or clearly non-viable at time of delivery (no gill movement, no response).
Fish that die after acclimation, stress during acclimation, cosmetic color differences, or losses due to pre-existing tank conditions.
DOA claims must be reported within 2 hours of carrier's documented delivery time. Late claims are not eligible.
Take clear photos or video of the deceased fish still inside the original shipping bag. Include the shipping label and a timestamp.
Contact us via the Contact Us page or email support@higuppy.com with "DOA Claim — Order #[your order number]" in the subject.
Order number, full name, photo/video evidence, delivery date and time, description of issue, and your preferred resolution.
Our team reviews evidence within 1–3 business days. Once approved, resolution is processed within 7 business days.
Full value of DOA fish applied to your account. Never expires. Fastest option — typically 1–2 business days.
Same fish reshipped at no cost (subject to availability). Scheduled for next safe shipping day.
Refund to original payment method within 7 business days. Bank processing may add 3–5 days.
Due to the nature of live fish, we do not accept returns of live animals for any reason other than DOA. Once fish have been acclimated and added to your aquarium, they cannot be returned.
For non-fish items (accessories, food, equipment): items must be unused, in original packaging, and returned within 14 days of delivery. Contact us to initiate a return.
Our support team is available to help with claims and questions.
