Live Fish DOA and Order Cancellation Policy

Dead on Arrival (DOA)

Claim Submission:

If you receive a dead or incorrect fish, please follow these guidelines to submit a claim:

**Within 2 hours of confirmed delivery**, submit a claim by taking clear video and photo of the deceased or incorrect fish in the unopened bag and sending it to PremiumgoldfishCanada@gmail.com.

**Include your full name and phone number** in the email. We cannot assume responsibility for fish that perish due to unavailability.

**Contact us within 2 hours of delivery**. We will verify the claim using the carrier’s tracking information.

**Store credit is only issued for valid DOA claims.** We will credit you for a future purchase. Shipping costs are non-refundable. The buyer is responsible for replacement shipping.

**We strive to ensure live, healthy fish.** We want your new fish to thrive in your aquarium. However, we must maintain our financial viability. Please understand these terms and adhere to this policy. Contact us with questions or concerns before purchasing.

**Order Cancellation Policy:**

**This policy applies to all online purchases. Please read these terms carefully.**

**Orders held for over a week can be canceled, but only 50% of the total order value (including shipping)** will be refunded due to restocking fees.

**A 15% restocking fee will be deducted from all refunds for canceled orders to cover administrative costs.**

**If a cancellation request is made within 48 hours of the scheduled shipping date, a 50% restocking fee will be charged to cover resources and costs associated with preparing the order for shipment.**

**Order modifications are not allowed once an order is placed.** Customers should thoroughly review their order before finalizing the purchase to ensure it meets their requirements.

**In exceptional cases, customers may contact customer support within 24 hours of placing the order to request modifications. If approved, a 10% fee will apply, regardless of the new product’s price, as each fish is unique and single-quantity only.**

**Contact Live Chat for assistance with modifications. All modifications are subject to approval and the 10% fee.**

Please be advised that purchasing premium goldfish is a serious matter. We exclusively sell unique, single goldfish, not assorted. Any changes or cancellations to an order may significantly impact other buyers. The fish must be returned to the listing after the holding period, thereby missing the opportunity to be sold.

Preparing live goldfish for shipment entails a fasting process and professional packaging. The restocking fee covers these costs. Please carefully consider this aspect before making a purchase.

Non-live fish/merchandise policy:

1. No return policy: All fan merchandise purchases are final sales. Returns are not accepted due to exclusivity.

2. No refund policy: Refunds are not offered after shipping. Please verify order details thoroughly before making a purchase.

3. Damaged or lost items: Send photographic evidence of damage or proof of loss to PremiumGoldfish@gmail.com. We will review each case individually and offer appropriate resolutions.

4. Order cancellation: A 3% fee will be deducted from your refund for credit card transaction costs if you cancel an order before shipping. The remaining balance will be refunded.

We appreciate your understanding and support. Please contact our support team at PremiumGoldfish@gmail.com with any inquiries.

By placing an order, you acknowledge and agree to this policy. Please contact us prior to making a purchase if you have any concerns.

Thank you for your patronage of our small business.

Premium Goldfish Canada