Refund policy

At Poseidon Aquatics & Plants, the health and welfare of our fish is extremely important to us. We take great care to ensure that all livestock is properly quarantined, observed, and confirmed to be healthy before it leaves our facility.

Because fish are living animals and aquarium conditions vary widely from one home to another, it is important that customers understand and agree to the terms outlined below before purchasing live fish.

By completing a purchase, you confirm that you have read, understood, and agreed to this Live Fish Sales Policy.

Fish Health at Time of Sale

All fish are inspected before sale and are confirmed to be free from visible signs of illness or distress at the time of pickup or delivery.

Fish may experience stress during transport or when introduced into a new aquarium environment. For this reason, we cannot guarantee outcomes beyond the terms listed in this policy.

24-Hour Health Guarantee

We offer a 24-hour health guarantee on live fish starting from the time of pickup or confirmed delivery.

If a fish dies or shows serious health issues within this period, customers must:

  1. Contact us within 24 hours of pickup or delivery

  2. Provide clear photographic evidence of the fish

  3. Retain the fish until the claim has been reviewed

  4. Provide any additional information requested regarding the aquarium environment

All claims must be submitted by email to:

zachraymond@poseidonaquaticsandplants.com

Claims submitted after the 24-hour window may not be eligible for review.

Information Required for Claim Review

To fairly evaluate livestock claims, we may request additional information including but not limited to:

  • Aquarium size

  • Water parameters (ammonia, nitrite, nitrate, pH, and temperature)

  • Filtration and maintenance schedule

  • Acclimation method used

  • Tank mates and stocking level

  • Photos of the aquarium environment

Failure to provide requested information may result in the guarantee being voided.

Acclimation Responsibility

Proper acclimation is critical for the health of newly introduced fish.

Customers are responsible for acclimating fish safely and appropriately to their aquarium conditions. Sudden temperature or water chemistry changes can cause stress or death.

Losses caused by improper acclimation or rapid environmental changes are not covered by the guarantee.

Aquarium Suitability

By purchasing live fish, customers confirm that their aquarium is properly cycled, stable, and appropriate for the species being purchased.

Issues caused by unsuitable aquarium conditions may void the health guarantee.

Examples include but are not limited to:

  • Elevated ammonia or nitrite levels

  • Extreme or unstable pH

  • Incorrect water temperature

  • Overcrowded aquariums

  • Incompatible tank mates

Situations Not Covered by the Guarantee

The 24-hour guarantee does not cover losses or health issues caused by:

  • Poor or unsafe water parameters

  • Improper acclimation

  • Aggression from tank mates

  • Stress or injury from other animals

  • Unsuitable aquarium size or environment

  • Overstocked aquariums

  • Sudden environmental changes

  • Customer handling after purchase

Condition of Fish During Guarantee Period

Fish must remain in the original aquarium they were placed in after purchase during the 24-hour guarantee period.

Fish that are moved between aquariums, traded, sold, or rehomed during this period may not be eligible for the guarantee.

Verification of Claims

In the event of a loss within the 24-hour guarantee period, the fish must be retained until the claim has been reviewed.

We may request additional photos or information in order to verify the claim before issuing store credit or replacement.

Claims that cannot be reasonably verified may be denied.

Variations in Fish Appearance

Fish are living animals and may vary slightly in size, coloration, and pattern from listing photos.

Photos are representative of the species or variety but may not depict the exact individual being purchased.

Unless otherwise stated, each listing is for one fish.

Refunds, Replacements, and Store Credit

If a claim is approved within the 24-hour guarantee period, we may offer one of the following resolutions at our discretion:

  • Replacement fish (if available)

  • Store credit

  • Another reasonable solution depending on the situation

Shipping fees, delivery fees, and service charges are non-refundable.

Final Sale

All live fish sales are considered final outside of the 24-hour guarantee window.

Customer Responsibility

Customers are responsible for ensuring that:

  • Their aquarium is properly cycled and maintained

  • Water parameters are safe for the species purchased

  • Fish are acclimated properly

  • Tank mates are compatible

By purchasing livestock, customers acknowledge that they understand the care requirements of the species they are buying.

Contact

For questions regarding livestock purchases or guarantee claims, please contact:

zachraymond@poseidonaquaticsandplants.com

Poseidon Aquatics & Plants will respond as quickly as possible to assist with any issues.