Shipping, Returns & Live Arrival Guarantee

At Tropical Treasures Wyo, we want you to feel confident when ordering from us. Please review our policies below regarding live fish, livestock, plants, dry goods, shipping, returns, and refund eligibility.

Live Arrival Guarantee (DOA Policy)

We take great care in packing live fish and other eligible livestock for shipment. In the rare event of a DOA (Dead on Arrival), you must notify us within 2 hours of the delivery time shown by the carrier tracking information.

To qualify for a DOA claim, please email us with the following:

• Clear photos of the DOA fish or livestock
• Photos showing the fish or livestock inside the original, sealed, unopened bag
• Your order number

Important:

• Opening the bag before contacting us voids all guarantees
• Please make sure you or someone is available to receive the package and bring it inside immediately upon delivery
• The shipping box does not protect livestock long-term from outdoor temperatures
• Delays in bringing the package inside may void the guarantee
• No Live Arrival Guarantee is provided on 2-Day Air shipments

Shipping Disclaimer for Live Fish & Livestock

We do our best to safely pack and ship live fish, shrimp, snails, and other livestock; however, shipping live animals always involves risk.

• We are not responsible for carrier delays, including delays caused by UPS, FedEx, weather, routing issues, or other shipping disruptions
• Live arrival coverage may be void if a shipment is delayed by the carrier
• We reserve the right to delay or hold shipments during extreme weather conditions to help protect livestock
• Refunds or credits for approved DOA claims apply to livestock only and do not include shipping costs

Return Policy for Non-Livestock (Dry Goods)

We accept returns on eligible dry goods under the following conditions.

• Returns must be requested within 7 days of delivery
• Hard goods may be returned within 30 days of purchase for a full refund if the item is unused, unopened, and in its original sealed packaging
• Customers are responsible for return shipping costs
• Original shipping charges are non-refundable
• All returns must be approved before being sent back

Items that have been opened or used may be eligible for store credit only, at our discretion. A 30% restocking fee may apply to opened, used, incomplete, or improperly returned items, including items returned without original packaging.

Non-Returnable Items

The following items are non-returnable and non-refundable unless covered under an approved DOA claim:

• Live fish
• Shrimp, snails, and other livestock
• Live plants
• Perishable goods

How to Start a Return

If you need to request a return for an eligible dry good item, please contact us with your order number and details about the item. Once approved, we will provide return instructions.

Returns sent back without prior approval may be refused.

Refunds & Store Credit

Once a return is received and inspected, we will determine whether the item qualifies for a refund, store credit, or denial based on the condition of the returned merchandise and compliance with this policy.

• Approved refunds apply only to eligible items
• Shipping charges are non-refundable
• Store credit may be offered for certain opened or used items at our discretion

Policy Rights

Tropical Treasures Wyo reserves the right to refuse any return, refund, replacement, or credit request that does not meet the conditions outlined above.