Refund & Return Policy

At Fin & Family, we are committed to delivering healthy, beautiful Water Dogs to loving homes. Because we ship live animals, please review our policies carefully before placing your order.

All Sales Are Final

Due to the nature of live animal shipping, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.

Live Arrival Guarantee

Every adoption from Fin & Family is protected by our Live Arrival Guarantee. We guarantee that your Water Dog will arrive alive and in healthy condition.

If your Water Dog does not arrive alive:

Take a clear, timestamped photo of the fish in the unopened bag within 2 hours of delivery.
Email the photo to finandfamily@gmail.com with your order number.
We will arrange either a full refund or a replacement at no additional cost, based on your preference and availability.

Important Conditions

Claims must be submitted within 2 hours of the delivery timestamp.
A clear photo of the fish in the original, unopened shipping bag is required.
The guarantee does not cover fish that were alive upon delivery but later became ill due to improper acclimation, tank conditions, or care.
Please follow the acclimation instructions in your care guide carefully.
Someone must be available to receive the package on the delivery day. We are not responsible for delays caused by weather, carrier issues, or packages left unattended.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible. We may be able to cancel orders that have not yet been shipped, but once a live animal has been packaged and handed to the carrier, cancellation is no longer possible.

Questions?

If you have any concerns about your order or delivery, please don't hesitate to reach out to us. We're here to help and want every adoption to be a positive experience.

Refund & Return Policy