RETURNS, REFUNDS & LIVE-FISH CLAIMS
Return & Refund Policy
Clear return and refund guidance for live guppies, international DOA claims and eligible non-live items. Live fish are not routine returns; dry goods have a separate 14-day return process.
For a DOA claim on the HiGuppy Vietnam → professional transshipper international leg, keep the affected fish in its original unopened bag and send the required evidence within two hours of the transshipper’s physical inspection and verification. Include your order and international shipment details.
START HERE
Choose the situation that matches your order.
The correct next step depends on what was purchased, which delivery stage is involved and whether the issue is an arrival claim or a normal non-live return.
Live fish arrived alive
Live guppies are not accepted as change-of-mind or routine returns after delivery or acclimation. If the concern is care after arrival, use the acclimation guidance instead.
DOA at transshipper inspection
For the HiGuppy Vietnam → professional transshipper international leg, preserve the unopened-bag evidence and follow the current two-hour DOA claim process.
Problem on the domestic leg
The later professional-transshipper → final-buyer shipment is outside HiGuppy’s international-leg DOA policy. Follow the transshipper’s own live-arrival terms for that stage.
Unused non-live item
Eligible accessories, food or equipment may follow the non-live return path when unused, in original packaging and returned within 14 days of delivery. Contact HiGuppy first.
LIVE FISH
Arrival claims are not normal returns.
A living animal cannot be restocked like a dry product. For that reason, live-fish arrival issues are handled through the relevant live-arrival policy rather than a standard return-to-sender process.
No routine live-fish returns
HiGuppy does not accept routine returns of live guppies after delivery, acclimation or introduction to an aquarium.
Coverage has a clear boundary
HiGuppy’s published DOA policy applies to the international shipment from HiGuppy in Vietnam to the professional transshipper. The onward domestic leg follows the transshipper’s policy.
Evidence determines eligibility
Submitting a concern does not automatically create a refund. The current claim process requires timely, identifiable sealed-bag evidence before HiGuppy reviews the affected fish.
Policy first, acclimation second
If a fish appears deceased or there is a claim concern, capture the required evidence before opening the affected bag. For fish ready to transfer, follow the acclimation guide.
INTERNATIONAL-LEG DOA
Preserve the evidence before assuming the outcome.
The current HiGuppy DOA policy uses the professional transshipper’s physical inspection and verification as the start of the claim window.
- 01
Keep the affected bag sealed
Do not open, empty, discard or alter the original shipping bag before the required evidence is captured.
- 02
Document the shipment
Capture clear photo or video evidence of the affected fish, full unopened bag, visible shipment identifier, and box or packing where relevant.
- 03
Send within two hours
Submit the evidence within two hours of the professional transshipper’s physical inspection and verification time, with the order and international shipment details.
- 04
Keep evidence for review
Retain the affected fish, original bag and relevant packing until HiGuppy has enough information to complete the review and confirm the applicable resolution.
KEEP THE PACKAGING
Keep the original bag and packing together.
Keeping the shipment identifier and original packing together can help support the claim review.
AFTER AN APPROVED CLAIM
Refund and replacement terms apply to the confirmed affected fish.
An approved international-leg DOA claim can lead to a fish-price refund or replacement under the published terms. Transport and third-party charges are handled separately.
Fish-price refund
A confirmed refund covers the affected fish price. Partial losses are calculated per confirmed affected fish.
Replacement fish
Approved affected fish can be replaced at no fish-price charge, subject to availability. The buyer pays the new international shipping and transshipper fees.
Excluded fees
International shipping, transshipper, customs, permits, inspection and domestic-reshipment fees are outside the standard fish-price refund unless HiGuppy makes a specific discretionary exception.
Processing timing
The current DOA policy lists a 3–5 business-day refund processing target after claim approval. Replacement timing follows the next available export schedule.
NON-LIVE ITEMS
Eligible dry goods have a 14-day return window.
For eligible non-fish items such as accessories, food or equipment, the item must be unused and in its original packaging and returned within 14 days of delivery.
Contact HiGuppy before sending anything back. Support can confirm whether the item is eligible and provide the correct return instructions and destination. Do not ship a return to an address unless HiGuppy has confirmed it for that return.
Not sure whether you have a return, DOA claim or delivery issue?
Use the DOA page for a HiGuppy international-leg live-arrival claim. Use the professional transshipper’s policy for the later domestic leg. For an eligible non-live return or another order-specific question, contact HiGuppy before sending anything back.
COMMON QUESTIONS
Return & refund policy FAQ
Can I return a live guppy after delivery or acclimation?
No. Live animals are not accepted as routine returns after delivery, acclimation or introduction to an aquarium. If there is an arrival loss, use the live-arrival policy that applies to that delivery stage.
What should I do if a fish is DOA at international transshipper inspection?
Keep the affected fish in the original unopened shipping bag, preserve the shipment identifier and submit the required evidence within two hours of the professional transshipper’s physical inspection and verification. Review the current DOA page for the complete evidence requirements.
Are shipping and transshipper fees refunded after an approved DOA claim?
Not under the standard fish-price refund. International shipping, transshipper, customs, permit, inspection and domestic-reshipment fees are excluded unless HiGuppy makes a specific discretionary exception.
What does a replacement fish cost after an approved claim?
The approved affected fish can be replaced at no fish-price charge, subject to availability. The buyer pays the new international shipping and transshipper fees.
How long does an approved fish-price refund take to process?
The current DOA policy lists a 3–5 business-day refund processing target after the claim has been approved.
How long do I have to return an eligible non-live item?
Eligible non-live items must be unused, in original packaging and returned within 14 days of delivery. Contact HiGuppy before sending the item back so eligibility and return instructions can be confirmed.
Editorial review: October 23, 2026. Order-specific written terms and applicable consumer rights take precedence where required.
