Terms and Conditions

1. About these terms and HiGuppy

These Terms and Conditions explain how the HiGuppy website, product listings and order services are used, and what customers should understand before purchasing live guppies or other products offered through the shop. References to “HiGuppy,” “we,” “us” and “our” mean the HiGuppy website and the seller identified in your order documents. “You” means the person using the website or purchasing the products.

The website address is higuppy.com. Our published order-support email is hello@higuppy.com. If you need seller identity, invoice or route information for a purchase, contact us before paying.

Live animals require additional care, transport planning and arrival documentation. Please read these terms with the current product listing, written quote and applicable policies before submitting an order. Keep a copy of the terms and order information available at purchase so you can refer to the conditions that apply to your transaction.

2. Eligibility and agreement

You must have the legal capacity and authority needed to enter a purchase agreement. If you are ordering for a business or another person, you must have authority to do so and to provide their contact and receiving information. Do not place an order in another person’s name without permission.

Before purchase, you are responsible for checking that the fish can lawfully be imported, received and kept at the destination, and that suitable receiving arrangements are available. Website access alone does not establish that a particular species, quantity or route is permitted in your location.

When you submit an order, the checkout acknowledgement relates to these terms and the applicable order policies. Reading care guidance or browsing the website does not remove any statutory rights you may have. If anything about a listing, payment amount, route or claim process is unclear, ask HiGuppy before proceeding.

3. How the order documents and policies work together

The current product listing and written order details identify what you are buying. These general terms cover website use and the overall purchasing relationship. The Shipping Policy, International Live Arrival / DOA Policy, Return & Refund Policy, Cancellation Policy and Payment Policy provide more specific operational rules.

Written terms for an individual wholesale, export or special order may supplement these general terms where they have been disclosed and accepted. More specific terms should be read for the stage or service they actually address; a domestic transshipper service agreement does not automatically change what HiGuppy has agreed to supply.

Mandatory law takes priority over inconsistent website or order terms. A policy summary, reporting deadline, exclusion or fee statement does not take away a remedy that the law requires. If documents appear inconsistent, contact us for clarification rather than relying on an assumption about which shipment stage or charge is covered.

4. Accounts, contact details and security

Provide accurate names, email addresses, telephone numbers, delivery details and other information requested for the order. Keep your email accessible and check it for payment requests, route questions, dispatch updates and support replies. Tell us promptly if an important detail changes.

If you create an account, use a suitable password, keep it private and notify HiGuppy if you suspect unauthorized access. You remain responsible for information you submit, but these terms do not automatically make you responsible for every unauthorized act carried out by another person.

We may ask for reasonable information to verify an order or resolve a security concern. Do not send full card numbers, bank-login credentials, passwords or other unnecessary sensitive information by email. An email address or account name is not sufficient proof that a message asking for payment is authentic; use the website contact channel if a request seems unusual.

5. Product descriptions and what your listing includes

Read the selected listing for the strain or product name, fish format, quantity, life stage, sex composition when stated, price and availability. A pair, trio or fry pack is a package description. It should not be assumed to contain a particular sex ratio, adult size or number of bonus fish unless the listing expressly states it.

Descriptions should be read as a whole. A collection heading, search result or reference photograph may describe a broader range than the exact item available for checkout. Contact HiGuppy if the title, description or quantity appears inconsistent.

A reference-catalog entry or enquiry page may be planning information rather than a checkout offer. Stock, price, export suitability and route availability need confirmation for those enquiries. Do not assume a reference entry reserves fish, creates a shipping commitment or confirms that the displayed price is available for immediate purchase.

6. Photos, natural variation and development

Unless the listing clearly says that it shows the exact fish offered, photographs may represent the strain, life stage or product type. Lighting, display settings, age, sex, diet, genetics and temporary transport stress can affect how a fish looks. Young fish may develop additional color or finnage as they mature.

Natural variation does not authorize HiGuppy to supply a materially different product from the one described. If you believe the fish do not match the purchased listing, preserve the order details and clear evidence and contact us. A genuine description or supply error will be considered separately from normal differences among individual animals.

We do not promise a particular future lifespan, breeding result, fry count, show result, color development or compatibility with an existing aquarium unless a specific written commitment has been made. “Breeder trio” or similar wording does not by itself guarantee reproduction. Illustrations, including AI-generated imagery where used on the website, explain a topic or represent a strain. They do not identify the exact fish or guarantee the packing arrangement for your order.

7. Order submission, review and confirmation

Submitting an order starts the purchasing process. HiGuppy may need to review payment, inventory, fish condition, destination eligibility, receiving information, transshipper availability, weather and the available route before fulfillment. An automated acknowledgement confirms that order information was received; read the order status and any subsequent written confirmation for the actual next step.

Ask us promptly if you do not receive an expected update or if the order details appear incorrect. Do not submit duplicate orders solely because a confirmation email has not arrived. First check your account and contact support with the original checkout email and available order reference.

If a material supply, price or route issue prevents fulfillment, we will contact you about the available correction, alternative, cancellation or refund. We will not substitute a materially different fish or service merely because it is available; any proposed change to what you purchased requires your agreement where appropriate.

8. Prices, currency, discounts and errors

The storefront currently uses US dollars (USD). Check the currency, selected items, quantity, shipping amount, discounts and taxes shown in your checkout or written quote before paying. A currency symbol in a screenshot or an older page should not override the currency actually identified for the transaction.

Prices and promotional offers may change for future purchases. An expired coupon, an earlier screenshot or a reference price does not automatically entitle you to a later discount. Read any promotion’s stated conditions, eligible items and end date.

Bank conversion rates and payment-provider charges may differ from the order currency and may be applied separately by your provider. If a listing or checkout contains an evident error, HiGuppy may seek clarification or cancel the affected unfulfilled item with the appropriate refund. We will not silently increase the agreed purchase amount or charge for an unapproved substitution.

9. Payment and payment verification

Use only the payment methods actually offered at checkout or specified in a confirmed written payment instruction. Availability can vary. A general website description is not a guarantee that every card, wallet, transfer service or country is supported.

For direct bank transfer, follow the order’s payment reference and verified account instructions. Placing the order does not mean the transfer has cleared; dispatch depends on payment confirmation and the other fulfillment checks. Retain your payment receipt and contact HiGuppy if a payment reference is missing or incorrect.

You must be authorized to use the payment method. Reasonable fraud or security checks may delay release of an order. If a payment is declined, interrupted or appears duplicated, check with the provider and HiGuppy before trying repeatedly. Any legitimate refund or billing dispute rights remain available; these terms do not require you to give up a lawful payment-provider remedy.

10. International shipping and the professional transshipper

The published international live-fish route is HiGuppy in Vietnam to a professional transshipper, followed by a separate domestic stage arranged by the transshipper. It is not one uninterrupted HiGuppy delivery service from Vietnam to every buyer’s home.

Before ordering, confirm that the professional transshipper can receive the international shipment, handle the species and quantity, and support the destination and onward delivery plan. Obtain the transshipper’s domestic charges, tracking arrangements and live-arrival terms directly.

HiGuppy’s current international Live Arrival / DOA Policy applies at the professional transshipper’s inspection of the international shipment. The later domestic leg follows the transshipper’s own service terms. This division explains the published service stages; it does not exclude responsibility or consumer remedies that cannot lawfully be excluded.

11. Destination rules, permits and receiving eligibility

Import permissions, species restrictions, customs requirements, inspections, quarantine, taxes and other rules vary by destination and can change. Confirm the relevant requirements with the appropriate authorities and the professional transshipper before finalizing an order.

Supply accurate destination and receiving details and disclose any known restriction that affects the shipment. Neither a product listing nor a checkout country selector proves that every permit, route or recipient requirement has been satisfied.

If additional documentation or a route change is required, tell HiGuppy as early as possible. Do not ask anyone to mislabel species, value, contents or paperwork. Costs and outcomes connected with destination authorities should be assessed against the actual order arrangements and applicable law rather than assumed to fall within the standard fish-price DOA refund.

12. Shipping and third-party charges

Read the written quote and checkout breakdown to see which amounts HiGuppy collects. Fish prices do not automatically include international freight, transshipper handling, domestic postage, pickup, customs, permits, government inspection, quarantine or other destination charges.

Under the published general route, professional transshipper and domestic delivery charges are normally the buyer’s responsibility unless the order-specific written terms say otherwise. Confirm both the amount and payment recipient before payment.

If a fee is unclear, ask whether it is included, payable later or collected by another provider. A third-party receipt and the HiGuppy invoice may cover different services. The standard international DOA fish-price remedy does not automatically reimburse these separate charges, subject always to any mandatory rights or agreed exception.

13. Dispatch estimates, weather holds and delays

Live-fish dispatch depends on fish readiness and a suitable route. Extreme temperatures, storms, carrier disruption, export schedules, customs or inspection and transshipper availability can affect timing. Packaging support materials reduce some risks but do not make every shipping window safe.

A general delivery estimate is not a fixed total-transit guarantee. HiGuppy may propose a safer dispatch date when conditions change. A weather hold does not itself cancel the order, and a buyer should contact support if the revised schedule no longer works.

When an agreed shipment time cannot be met, we will communicate the available revised timing and options. Where applicable law requires consent to a delay or cancellation and a refund for unshipped merchandise, those requirements apply. These terms do not permit indefinite retention of payment while an order remains unfulfilled.

14. Tracking, address changes and delivery planning

Label creation and physical carrier acceptance are different events. A tracking number may be available before the first carrier scan. Watch the shipment information and ask the party managing that stage when the status is unclear.

An international order may have one tracking reference to the transshipper and a separate domestic reference to the final buyer. Use the correct tracking for each stage. The professional transshipper supplies the onward domestic tracking and receiving instructions.

Contact HiGuppy promptly about an address correction before packing or handoff. A change can require verification and a revised route or cost and cannot be assumed possible after dispatch. Arrange for someone to receive the domestic package promptly, bring it indoors and keep it protected from heat, cold and prolonged exposure.

15. Aquarium preparation and animal welfare

Prepare a suitable, stable, cycled aquarium or appropriate holding setup before the fish arrive. Consider filtration, compatible tankmates, space, water conditions, observation and a sensible quarantine plan. An order confirmation does not confirm that a buyer’s aquarium is ready.

Read the Acclimation Guide and Guppy Care Guide before opening the bags. Inspect the sealed shipment first and preserve any arrival evidence required for the relevant claim process. Follow the current guide rather than an arbitrary fixed acclimation time copied from an unrelated shipment.

Care pages provide general education, not veterinary diagnosis or a promise that every animal will thrive in every setup. Contact support about a concern and obtain appropriate specialist advice when needed. Never release aquarium fish into natural waterways or dispose of living animals in a way that harms them or the environment.

16. International live arrival and DOA evidence

The current published HiGuppy DOA policy covers the international leg from Vietnam to the professional transshipper. Its two-hour reporting window begins when the transshipper physically inspects and verifies that international shipment, not when the final buyer later receives a domestic parcel.

Keep the affected fish in the original unopened shipping bag while capturing the required evidence. Document the fish, full sealed bag, visible shipping label or shipment identifier, order number, international tracking and transshipper inspection or verification time. Keep relevant packing evidence until HiGuppy has enough information to review the claim.

Email the required evidence promptly to hello@higuppy.com, with “DOA Claim – Order #” and the order reference. Read the complete DOA policy for the controlling details. Submitting evidence does not automatically approve a claim. The published window governs that commercial DOA process and does not replace any longer or different remedy required by law.

17. Approved DOA remedies and refund processing

Under the published standard international-leg policy, an approved refund covers the price of the confirmed affected fish. Partial losses are assessed using the confirmed affected fish rather than automatically treating the entire shipment as lost.

Approved replacement fish are subject to availability and the next available export schedule. The standard replacement provides the affected fish at no fish-price charge, while the buyer pays the new international shipping and transshipper fees. International shipping, transshipper, customs, permit, inspection and domestic-reshipment charges are outside the standard fish-price refund.

The current DOA policy lists a 3–5 business-day processing target after an approved fish-price refund. Bank or payment-provider posting may take additional time. A discretionary support exception does not create a general promise for every order. These standard commercial remedies remain subject to mandatory consumer rights, including any remedy or recoverable cost the law requires.

18. Live-fish returns and non-live products

Live animals are not accepted as ordinary change-of-mind returns after shipment or acclimation under the published Return & Refund Policy. Do not mail live or deceased fish back without express instructions; use the relevant arrival or product-concern process.

For eligible non-live products, the current policy states that items must be unused, in their original packaging and returned within 14 days of delivery. Contact HiGuppy first to confirm eligibility, the return destination and the instructions. Do not send a parcel to an address found on an old label or unrelated webpage.

Different rules may apply to a faulty, misdescribed or incorrectly supplied product under mandatory law. The routine-return condition does not remove those rights, and a product concern should still be reported even when an ordinary change-of-mind return is unavailable.

19. Cancellation, modifications and seller adjustments

Contact HiGuppy immediately if you need cancellation, an address review or a change to items or quantities. Include the order number, buyer name or checkout email and the exact requested action. A request is not a confirmed change; wait for written confirmation and avoid placing a replacement order prematurely.

Available options depend on inventory allocation, sourcing, preparation, packing, label creation and carrier acceptance. Once a carrier has the live-fish package, recall or cancellation is generally impractical. Follow tracking and receiving instructions while support reviews any separate issue.

The Cancellation Policy explains how agreed special-order work and charges already incurred may be treated where lawful. This is not an automatic new cancellation fee. If HiGuppy cannot fulfill an item, we will communicate the relevant refund or adjustment; a store credit or materially different substitute will not replace a mandatory cash refund without a lawful basis or your agreement.

20. Wholesale, custom orders and resale

Wholesale or special orders may involve a separate quote, deposit arrangement, allocation schedule, quantities, freight plan or cancellation terms. Confirm those details in writing before paying. An enquiry does not reserve stock or confirm an export booking.

Commercial buyers should confirm their own licensing, import, animal-welfare, labeling and onward-sale obligations. A HiGuppy purchase does not authorize the buyer to act as HiGuppy, claim official affiliation or offer a HiGuppy guarantee on an independently resold shipment.

Any resale description should accurately identify what the buyer supplies and which party handles delivery and support. Use of HiGuppy logos, photographs or other protected content for commercial purposes requires the relevant permission; purchasing fish does not automatically transfer those intellectual-property rights.

21. Website use, content and intellectual property

You may use the website to browse, learn, make genuine enquiries and place authorized orders. Do not submit fraudulent orders or evidence, impersonate another person, introduce malicious code, attempt unauthorized access or deliberately interfere with website security or checkout.

Website text, photographs, illustrations, branding and other material may be owned by HiGuppy or used with permission from their owners. Personal reading and lawful sharing of links are welcome. Copying protected material for a competing listing, falsely claiming ownership or suggesting an unapproved endorsement is not authorized by these terms.

HiGuppy may take proportionate steps to protect the website and investigate credible misuse, including restricting an affected account. A support disagreement, truthful review or legitimate exercise of consumer rights is not by itself fraudulent use. Any action relating to records or personal information remains subject to applicable law.

22. Privacy, messages and third-party services

The Privacy Policy describes the website’s handling of personal information. Provide only information needed for the enquiry, order, shipment or claim. Use care when including photographs containing addresses or other personal details, and send necessary claim evidence through the stated support channel.

Transactional messages may be needed to administer an order, verify payment, coordinate the shipment or respond to a claim. Agreement to purchase is not an automatic requirement to accept unrelated marketing; available communication preferences and applicable privacy rights continue to apply.

Payment providers, carriers, professional transshippers and external websites provide their own services and terms. Read their relevant conditions and direct a stage-specific enquiry to the appropriate provider. A third-party link does not guarantee the provider’s current availability, fees or destination coverage.

23. Consumer rights, responsibility and complaints

Nothing in these terms or linked policies excludes, restricts or modifies a consumer guarantee, refund entitlement, statutory remedy or liability that cannot lawfully be excluded. Commercial DOA evidence requirements, routine-return conditions and third-party fee exclusions do not override those rights.

Long-term fish health can be affected by aquarium conditions and other factors after supply, but this does not excuse a materially incorrect product description or another issue for which HiGuppy is legally responsible. Responsibility for a disputed event should be considered using the actual facts, the service stage, the accepted order details and the applicable law.

To help us review a complaint, provide the order reference, relevant dates, a clear description, supporting evidence and the resolution sought. Contacting HiGuppy first can help clarify the problem, but does not prevent a lawful complaint to a payment provider, consumer authority or competent court. These terms do not impose an exclusive court location, mandatory arbitration or a waiver of legal rights.

24. Updates, records and contacting HiGuppy

These terms were last updated on October 4, 2026. HiGuppy may revise them for future use as products, services, operations or legal requirements change. A later version does not silently rewrite the agreed conditions of an existing purchase. Changes to an existing order require an appropriate legal basis or agreement.

Keep your order confirmation, accepted quote, payment receipt, route correspondence and relevant policy copy. If one term is found unenforceable, it does not remove mandatory rights or automatically invalidate every other lawful provision. A one-off goodwill decision is assessed for that case rather than promised for every future order.

For order, route, product or terms questions, email hello@higuppy.com or use the Contact page. Include the order number when available. For an international DOA concern, follow the evidence and two-hour reporting process immediately rather than waiting for an ordinary enquiry to be reviewed.

Frequently asked questions