Live Arrival Guarantee

 All fish are guaranteed to arrive alive or a refund will be made for the total amount paid for the fish. We have no control over shipping issues. We will refund the cost of dead fish for any reason but under no circumstances can shipping costs be refunded or recovered.

Refund process: to receive a refund for dead fish follow these instructions.

Send an e-mail notification to CustomerService@DiscusFishDirect.com within 8 hours of delivery

 Take clear picture of the fish, all in one picture with a toothpick inserted in their sides, must be e-mailed to us within 12 hours of delivery. If you do not have the ability to take a picture, email us for the address to ship it to.  Just put the dead fish in one of the shipping bags they came in. The bag will need to be sealed with no water inside and the fish coated in salt, and sent back to the distributor via DHL, FedEx, USPS Priority Mail or UPS within 36 hours of the delivery.  The tracking number must be e-mailed to us within 48 hours.   We can not reimburse for the cost of shipping the fish back if you can’t take a picture.

We do not guarantee and will make no refund for:

·      Fish that are delivered or attempted to be delivered, but are not immediately opened, acclimated and released.

·      Fish that after the delivery of the fish.

·      Fish that are released by someone other than the individual listed on the order.

·      Fish that are not the exact size listed on the website. The actual fish may be somewhat smaller or larger then expected.  When you buy a fish the size listed is an estimated size.

·      Fish where the exact species or strain of the fish is disputed. No refund will be made for these disputed fish unless detailed pictures are provided, the mistake is obvious and the distributor agrees that it was a mistake.

·      Fish that don’t match the shape or color of the picture on the website. Juvenile coloration will almost always be different than adult fish. Stressed fish will become pale. Their true color can take days to weeks to return.

·      Shipments that get incorrectly delivered due to incorrect information being provided on the initial order.

·      Fish that die as a result of a natural disaster such as a hurricane, tornado, blizzard where the delivery is delayed for one day or more.

·      Fish that die and dishonesty or fraud can be established on the part of the customer, or if a customer uses abusive language or profanity when communicating with us.

Thank you for reading our Live Arrival Guarantee.