Shipping Policy

How do I obtain a refund on any DOA (Dead on Arrival) invertebrates or fish? 

The steps below MUST be followed:

• Refunds DO NOT include shipping costs. These costs are already paid out to the delivery service provider.  Refunds will only include the cost of the fish.
• Take clear photos of the fish in the unopened bag. If bags have been opened this refund is now VOID.
• Email within 2 hours to tropicaltreasureswyo@gmail.com of the first delivery attempt or pick-up.
• Claims due to packages being left outside in extreme temperatures will be voided.
• As industry experts, we pride ourselves on our customer service. Please note that due to the delicate nature of live fish, we only offer refunds for DOA fish.  If a replacement is requested instead of receiving a refund, we will charge you shipping cost for the replacement of the fish.  By purchasing from us, you agree to our terms and conditions, which include accepting refunds for DOA fish and understanding that shipping charges are non-refundable.
• For orders that include snails, they may not move up to 5 days after arrival. It is best to leave them in a quiet spot in the tank, if they have not moved or have a smell email us with a photo of the snail(s) to receive a refund.  If a replacement snail is requested, we require the buyer to pay for shipping cost.
• The shipment must be sent to the correct delivery address, and not forwarded. Forwarding of packages will usually result in an extra day or more in transit and will void our Live Arrival Guarantee. If UPS or USPS forwards your shipment in error, we will cover this mistake. 
• To ensure your fish arrive alive with our Live Arrival Guarantee! Make sure someone is home to bring your fish in right away and get them acclimating to their new home.