Refund policy

All sales at Fin & Family are final. Because we ship live animals, we do not accept returns or exchanges.

 

Live Arrival Guarantee

 

Every Water Dog (Ranchu goldfish) we ship is protected by our Live Arrival Guarantee. If your fish does not arrive alive and healthy, we will refund or replace it, subject to the following:

 

• You must email finandfamily@gmail.com within 2 hours of delivery.
• - Your email must include clear, unedited photos or a short video showing the fish in the original sealed shipping bag, with the shipping label visible.
• - The claim must be filed by the original recipient using the email address on the order.

If these conditions are met, we will issue a full refund for the fish (not including shipping) or send a replacement of equal value on the next available shipping day (Monday–Wednesday only).

 

What is NOT covered

 

• Losses or illness caused by improper tank setup, water quality, or stocking after arrival.
• - Shipments refused, unclaimed, or delayed due to an incorrect address.
• - Claims made more than 2 hours after delivery or without the required photo/video evidence.

Order Changes & Cancellations

 

If you need to change or cancel an order, please contact us at finandfamily@gmail.com as soon as possible. We cannot make changes once the order has been packed or shipped.

 

Contact

 

For any questions or to file a Live Arrival claim, email us at finandfamily@gmail.com.