Refund & Return Policy

We are committed to delivering healthy, beautiful Water Dogs to loving homes. Because we ship live animals, please review these policies before placing your order.

All Sales Are Final

Due to the nature of live animal shipping, we do not accept returns or exchanges once an order has been placed.

Live Arrival Guarantee

We guarantee that your Water Dog will arrive alive and in healthy condition. If it does not:

1

Record a Video

Take a clear, timestamped video of the fish in the original, unopened shipping bag within 3 hours of the documented delivery time.

2

Email Us

Send the video to finandfamily@gmail.com with your order number.

3

We Make It Right

We will arrange a full refund or a replacement at no additional cost, based on your preference and availability.

Important Conditions

  • Claims must be submitted within 3 hours of the documented delivery time, with the fish in the original, unopened bag.
  • The guarantee does not cover fish that arrived alive but later became ill due to improper acclimation, tank conditions, or care — please follow your Care Guide closely.
  • Someone must be available to receive the package on delivery day. We are not responsible for delays caused by weather, carrier issues, or packages left unattended.

Order Cancellations

Need to cancel? Contact us as soon as possible. Orders not yet shipped can usually be canceled — but once a live animal has been packaged and handed to the carrier, cancellation is no longer possible.

Questions about an order or delivery? We want every adoption to be a positive experience — reach out anytime.