Refund policy

DOA Policy

I wish we could say that we have a 100% success rate on our shipments, but with shipping live fish there is always a small risk of a fish not surviving the trip. We try our best to pack our fish as safely as possible, which has resulted in an annual success rate of over 99%. We will not honor the DOA policy if a slow or cheaper rate is selected for shipping where the delivery time is not guaranteed by the carrier.

In the rare case of a DOA (dead on arrival) occurring, please follow these steps to submit a claim VIA email  Claims submitted via social media messaging are not valid. 

• Do not open the bag
• Please take a clear photo of the entire bag (showing the fastening on the bag as well) with the fish inside the bag visible. You may submit multiple photos 
• Send these images within 2hr of delivery to our email. We will confirm this timeframe with the tracking information, no exceptions.

 
In cases of DOA we will issue store credit for the cost of the fish that can be used for future purchase at www.wildexoticbettas.com

I provide a live arrival guarantee on all shipping methods with UPS or similar service-providing carriers. I do recommend using UPS since USPS has been known to have delays and poor tracking. 

A picture of the DOA in the unopened bag must be provided within an hour of delivery for me to honor the refund or replacement. If a refund is requested, then the shipping cost is nonrefundable. If a replacement, the buyer is then responsible for the shipping cost of the replacement. 

DOA is void if delivery is not made on the first attempt by the carrier and delivery is either rescheduled or pickup is needed. It is the buyer’s responsibility to be available to accept the package.

PO Box deliveries void DOA policy as it causes unnecessary delays in receiving the shipment.

* US buyers only

* There is a 15% restocking fee for refunds on canceled orders. 

* No returns

* Fish may contain the marble gene, which may cause a color change. There is no way of telling if a fish carries this gene. 

*A fish may sometimes become sick during shipping due to stress. If you notice abnormal behavior, notify me within two hours of delivery so we can both monitor the status of the fish. If added to your aquarium/water for a prolonged period before being informed of a sick fish, I am not responsible for any sudden illness or death.

*Occasionally, bettas may nip their caudal (tail) during shipment. Wild Exotic Bettas will not be held responsible if this happens, as I have no control over whether the betta decides to nip itself. 

Shipping is non-refundable as the entire shipping fee spent when the order is fulfilled. We do not profit off of the shipping charge.

Because we cannot control your aquariums or water parameters, there is no guarantee/warranty on fish after they arrive in good health.

If you believe the fish you have received is not in good health for any reason please reach out to us by the end of the delivery day and provide photos along with your concerns. Please be prepared to provide water test results and tank information.

Keep in mind, the fish being pale is normal after shipping. It can be a stressful process and they may 30-60min to color up.