Refund policy
We want your fish to arrive healthy, and we stand behind every order. If a fish arrives dead, we'll make it right as long as the steps below are followed.
Overnight shipping is required. The Live Arrival Guarantee covers only orders shipped by UPS Next Day Air. Choosing 2-day, ground, or any other non-overnight shipping voids the guarantee for the whole order.
How to make a claim
- Don't open the bag. Before opening it, take a clear photo or short video showing the dead fish in the unopened shipping bag.
- Send it to us within 2 hours of delivery (based on the delivery time in UPS tracking) to amccoy@amfishco.com with your order number.
- We'll review your claim and reply within 1-2 business days.
What we'll do
For each approved claim, we'll give you store credit for the price paid for the dead fish, or send a replacement. We don't offer cash refunds for fish lost in transit.
Shipping charges are not refundable.
When the guarantee doesn't apply
The Live Arrival Guarantee doesn't cover losses caused by:
- Choosing 2-day, ground, or any other non-overnight shipping method (this voids the guarantee)
- A refused delivery, or a package not picked up or brought inside promptly
- An incorrect or incomplete shipping address entered at checkout
- A delivery delayed by a customer request (for example, a redirected package or a missed pickup)
- Claims sent after the 2-hour window or without a photo or video of the unopened bag
After arrival
Our guarantee covers live arrival only. Once fish are acclimated and released into your aquarium, we can't guarantee their health, because water conditions, tankmates, and care are out of our control. If you have trouble in the first few days, email us at amccoy@amfishco.com. We're always glad to help troubleshoot.
Acclimating your fish
To give your new fish the best start:
- Turn off the aquarium lights and float the sealed bag in your tank for about 15-20 minutes to match the temperature.
- Open the bag and add a small amount of your tank water every 5 minutes for about 20-30 minutes, or drip acclimate.
- Gently net the fish into your tank. Try not to pour the shipping water into your aquarium.
- Keep the lights off for a few hours and wait until the next day to feed lightly.
Other returns
Because they're live animals, fish can't be returned. If there's a problem with your order that isn't covered above, such as a missing or incorrect fish, email us at amccoy@amfishco.com within 24 hours of delivery and we'll work it out with you.
Contact
Email: amccoy@amfishco.com Amfishco Las Vegas, NV