Policy
SECTION 1 — SHIPPING POLICY
Fin & Family ships live Water Dogs with the highest standards of care and safety. Every decision in our shipping process — from carrier selection to departure schedule — is made with your Water Dog's health as the top priority.
Shipping Schedule
Water Dogs are shipped Monday through Wednesday each week, excluding federal holidays and major events. In the event of schedule changes due to holidays or severe weather conditions, affected customers will be notified directly and promptly.
Shipping Method
All Water Dogs are shipped exclusively via UPS Overnight Early service. This premium carrier option is selected to minimize transit time and ensure your Water Dog arrives in peak health and vitality. We do not offer slower or lower-cost shipping alternatives, as the well-being of our Water Dogs is non-negotiable.
Flat Shipping Rate
A flat shipping rate of $39 USD applies to all orders shipped within the contiguous United States, regardless of order size or delivery destination.
Pre-Shipment Confirmation
We will contact you directly to confirm your availability to receive the delivery before preparing your shipment. Tracking information will be provided as soon as the shipping label is generated, allowing you to monitor your Water Dog's journey in real time.
SECTION 2 — SALES POLICY
Effective Date: May 1, 2022
Please read this policy carefully before completing your purchase. By finalizing your order, you agree to all terms and conditions outlined below. You will be asked to confirm your acceptance of these terms at checkout.
1. Sizing & Measurement
Each Water Dog is measured from the tip of the head to the end of the tail. All size descriptions listed in individual product pages are accurate at the time of sale.
2. Shipping Schedule
Water Dogs are shipped Monday through Wednesday, excluding all federal holidays. We may suspend shipments for several days prior to major holidays (such as Christmas and Thanksgiving) to prevent delays caused by high carrier volume. Affected customers will be notified as early as possible.
3. Pre-Shipment Fasting
All Water Dogs are fasted for a minimum of two days prior to shipping. This standard practice reduces waste accumulation inside the shipping bag during transit, helping to maintain water quality and protect the health of your Water Dog throughout the journey.
4. Availability Confirmation
We will confirm your availability to receive the shipment before generating a shipping label. Tracking information will be provided promptly once the label has been created.
5. What You Receive — Photo & Video Accuracy
Each Water Dog listed is a unique, one-of-a-kind individual. All photos and videos provided are of the exact Water Dog you will receive — we do not use stock or sample imagery. The only exception would be if an alternative is explicitly noted in the individual listing description.
6. Group Listings
Occasionally, Water Dogs are offered as a curated group. Group listings cannot be separated or broken up to accommodate individual selections.
7. Purchase & Payment Process
We do not operate on an auction model. All Water Dogs are available for immediate purchase. A sale is considered complete only after full payment has been processed through our shop. Adding a Water Dog to your cart does not reserve them — they remain available to other customers until payment is finalized. We are unable to hold any Water Dog without confirmed payment.
8. Simultaneous Purchase Conflicts
In rare cases, two customers may complete checkout for the same Water Dog simultaneously. The sale will be honored for the customer whose payment was processed first. The second customer will be notified immediately and offered a full refund or the option to select a replacement Water Dog of comparable value, with photos and video provided.
9. Shipping Errors
In the unlikely event that an incorrect Water Dog is shipped, we will promptly offer either a full refund of the Water Dog's purchase price or a no-charge replacement. If a replacement is selected, we will provide photos and video for your review, and upon your approval, ship the correct Water Dog at no additional cost.
10. Live Arrival Guarantee & Cosmetic Damage
We guarantee live arrival for all Water Dogs. Once your Water Dog is in your care, its environment is beyond our control. Minor cosmetic issues such as small abrasions or temporary discoloration caused by transit are expected to resolve naturally within a short period.
In rare cases of irreversible permanent cosmetic damage attributable to shipping, we will assess and compensate on a case-by-case basis. To qualify for a claim, you must submit a clear video within three (3) hours of the UPS or FedEx documented delivery timestamp, showing the bag unopened with the visible damage. Claims cannot be accepted once the Water Dog has been removed from all packaging.
11. Deceased on Arrival
In the extremely rare event that a Water Dog arrives deceased, please notify us immediately and submit a video within three (3) hours of the UPS or FedEx documented delivery timestamp. The video must clearly show the Water Dog inside the sealed, unopened bag. Upon verification, we will offer a full refund of the Water Dog's purchase price or a replacement Water Dog of your choice, with photos and video provided. Replacements are shipped at no additional charge.
Please note: we are unable to honor claims resulting from customer negligence, including leaving the delivery package in extreme heat or cold for an extended period after delivery.
12. Health Guarantee & Responsibility After Arrival
All Water Dogs are thoroughly inspected and confirmed free of parasites and illness prior to shipment. We stand fully behind the health of every Water Dog we ship.
If your Water Dog displays visible signs of distress immediately upon arrival, contact us within 24 hours with a video of your Water Dog and your tank setup. If we determine that water quality may be a contributing factor, you will be required to provide:
A YouTube video with a visible timestamp showing water preparation beginning at least 72 hours prior to arrival (including aeration and aging)
A YouTube video documenting your acclimation process upon arrival
Without documentation confirming that our recommended protocols were followed, we are unable to offer compensation for illness or loss.
13. Shipping Fees
Shipping fees are charged to transport your Water Dog from our facility to your home. Shipping fees are non-refundable under all circumstances.
14. Vendor Neutrality
We are happy to assist with questions regarding Water Dogs in our own collection. We respectfully ask that you refrain from requesting purchase guidance on Water Dogs sourced from other vendors, as doing so may create conflicts of interest we wish to avoid.
15. Order Cancellations & Refunds
Please direct all questions to us before completing your purchase. Once payment is finalized and the Water Dog is available, the sale is considered final. If you need to cancel prior to shipping, a 50% restocking fee (excluding shipping costs) applies. Once a Water Dog has been picked up by the courier, cancellations and returns cannot be accepted.
16. Delivery Responsibility
While we select UPS for its industry-leading reliability, occasional courier delays may occur beyond our control. If a delivery attempt is missed, the courier will reattempt delivery. It is the customer's responsibility to ensure that someone is available to receive the package. If a Water Dog arrives deceased due to an extended carrier delay, Policy #11 will apply.
17. Holding Period Post-Purchase
We understand that preparation time varies. We can hold your Water Dog for up to two (2) weeks following purchase. If delivery cannot be accepted within this window, we reserve the right to re-list the Water Dog. In this case, we will offer either a 50% refund of the original purchase price, or a replacement Water Dog of equal value.
18. Promotional Offers
All promotional pricing and discounts are valid only for in-stock Water Dogs during the specified promotion period. Promotions do not apply to special orders, past purchases, or future transactions.
19. Individual vs. Group Bagging
We bag Water Dogs in the configuration that best ensures their safety during transit. If you require individual bagging, an additional fee of $58 per extra bag will apply, covering both the bagging process and incremental shipping costs associated with increased package dimensions or weight.
20. Color & Pattern Variation
Some Water Dogs undergo natural color and pattern transitions throughout their development. We accurately represent the physical appearance of each Water Dog at the time of sale but cannot guarantee that colors or markings will remain static over time. This is a natural characteristic of the species.
21. Responsible Ownership & Compliance with Care Instructions
We take full responsibility for the health of every Water Dog under our care and will provide fair compensation for any issues attributable to our handling or shipping. However, once your Water Dog arrives, it is your responsibility to follow our care protocols — particularly the 72-hour water aging process and the mandatory two-week quarantine. If our instructions are not followed and health issues arise, we are unable to provide compensation.
22. Quarantine Requirement
All newly arrived Water Dogs must be quarantined for a minimum of two (2) weeks. This period allows your Water Dog to fully recover from transit and gives you the opportunity to monitor their health closely. If you choose to introduce a new Water Dog to an existing collection before the quarantine period is complete, you do so entirely at your own risk.
23. Right to Refuse Service
We reserve the right to refuse a sale to any individual at any time. If a sale is refused, a full refund will be issued, less any non-recoverable merchant processing fees.
24. Fin Characteristics
Water Dogs may have one anal fin, two anal fins, or asymmetric fin configurations. If you have specific fin requirements, please confirm this with us prior to purchase.
25. Sex Identification
The sex of each Water Dog is not determined unless explicitly noted in the individual listing.
26. Discount Policy
No discounts are available outside of our officially designated promotional sale programs.
Thank you for choosing Fin & Family. We are honored to be part of your journey with your new Water Dog companion. If you have any questions about our policies or care recommendations, please don’t hesitate to reach out before or after your purchase.
— The Fin & Family Team