Refund Policy

Effective Date: February 5, 2026

Last Updated: February 5, 2026

1. Live Arrival Guarantee (DOA Policy)

We promise your fish will arrive alive and healthy. If any fish arrives Dead on Arrival (DOA), don’t worry we’ve got you covered! Here’s how we’ll make it right:

1.1 . What You Need to Do If a Fish Arrives Dead

We totally understand how disappointing this is. To help us resolve this quickly, here’s what we need from you:

Contact us fast: Please reach out within 2 hours of delivery. We know that’s a tight window, but it helps us verify what happened.
Send us photos: We need clear pictures showing:
The deceased fish still in the unopened bag (this helps us see what went wrong)
The shipping box with the shipping label visible
All the packaging materials
How to reach us: Email your photos and order number to 3baraquatics@gmail.com or give us a call at (615) 305-8204

1.2 Your Options When We Approve Your Claim

Once we’ve reviewed your photos and approved your claim, you can choose what works best for you:

Get a replacement fish: We’ll send you a new fish of the same type and value.You’ll just need to cover the shipping cost for the replacement. We know this isn’t ideal, but live fish shipping is expensive, and this helps us keep our prices fair for everyone.
Get your money back: We’ll refund you the full cost of the fish (but unfortunately, we can’t refund the original shipping fee)

A Quick Note: While we guarantee your fish will arrive alive, shipping costs for replacement fish are your responsibility. We can’t refund the original shipping fees either. We wish we could, but the cost of overnight live animal shipping is something we have to pass along.

2. When You Can Get a Refund or Replacement

2.1 We'll Take Care of You If:

Your fish arrives dead (DOA) and you let us know within 2 hours with photos
We sent you the wrong species (just let us know within 24 hours with photos)
Your fish arrives with obvious disease or serious physical damage (report within 24 hours with photos)
The shipping carrier messed up and caused delays that led to fish loss (you’ll need to show us the tracking info)

2.2 Unfortunately, We Can't Help If:

We wish we could cover everything, but there are some situations where we just can’t offer a refund or replacement:

Your fish dies more than 2 hours after delivery (this usually means something happened after it arrived safely)
The fish wasn’t acclimated properly to your tank
Your tank conditions weren’t right for the fish (wrong water parameters, tank too small, aggressive tank mates, etc.)
You weren’t home to accept the delivery, or refused the package
The shipping address you gave us was wrong
The fish looks a little different in color or size than the photo (natural variations happen with live animals!)
Your new fish is stressed and won’t eat right away (this is super common and temporary they usually start eating in a few days)
You didn’t send photos or contacted us after the 2-hour window

3. About Shipping and Delivery

3.1 Shipping Costs

Shipping fees are non-refundable no matter what happens
If a fish arrives DOA and you want a replacement, you’ll pay for shipping the new fish
If you’re not home or refuse the delivery, we can’t refund your shipping costs

3.2 When Weather Gets Crazy

Sometimes we’ll need to hold your order if the weather’s too extreme (below 40°F or above 95°F). We hate delays as much as you do, but we’d rather your fish arrive safe than sorry!
We’ll always contact you if we need to delay your shipment for weather reasons
If you really want us to ship during bad weather (even after we warn you), that’s your choice but you’ll be waiving our DOA protection. We really don’t recommend this!

3.3 Making Sure Someone's Home

Please make sure someone can be there to receive your fish on delivery day
If possible, have the package delivered somewhere where someone will definitely be around
If your fish sit outside in extreme temperatures because no one was home, we can’t cover that under our DOA policy

4. Canceling Your Order

4.1 Before We Ship

Changed your mind? No problem! You can cancel for a full refund if we haven’t shipped your fish yet
Just give us a quick call at (615) 305-8204 or send us an email at 3baraquatics@gmail.com
Once we’ve packed up your fish and they’re on their way, we can’t cancel those fish are already in transit!

4.2 After We Ship

Once your fish are shipped, there’s no turning back we can’t cancel the order
If you refuse the delivery, you won’t get a refund (the fish have already made the trip!)

5. Can I Return My Fish?

Unfortunately, we can’t accept returns of live fish.

Once your fish have been delivered and you’ve accepted them, they can’t be returned for any reason except our DOA policy (within the 2-hour window). We know this might seem strict, but with live animals, we have to think about their health and safety first!

6. How Refunds Work

6.1 When You'll Get Your Money Back

Once we approve your refund, we’ll process it within 5-7 business days
Your refund will go back to whatever payment method you used originally
After that, give it another 5-10 business days to show up in your account (this depends on your bank or credit card company)

6.2 What Gets Refunded

You’ll get back what you paid for the fish itself
We can’t refund shipping fees (that money already went to the carrier)
If you choose a replacement fish instead of a refund, you’ll need to pay for shipping the new one

7. Help Your New Fish Settle In (Acclimation Tips)

Want to give your new fish the best chance at a long, healthy life? Here’s how to help them adjust to their new home:

First, float the sealed bag in your aquarium for 15-20 minutes. This gets the water temperatures matching up.
Next, open the bag and slowly add small amounts of your tank water every 5-10 minutes
Keep doing this for about 45-60 minutes before gently releasing your fish into the tank
Turn down your tank lights for the first 24 hours this helps reduce stress

Here’s a Pro Tip: Most fish deaths after delivery happen because of rushed acclimation, not because the fish was sick. We know you’re excited to get them in the tank, but patience here really pays off! If you’re not sure what to do, give us a call before you open that bag we’re happy to walk you through it.

8. Got Questions? We're Here to Help!

If you have any questions about this refund policy or need to file a claim, we’re just a phone call or email away:

Email: 3baraquatics@gmail.com
Phone: (615) 305-8204
Address: 2102 Dye Ct. Brentwood, Tennessee 37027

9. We Might Update This Policy

Just so you know, we might need to update this policy from time to time. If we do, the changes will show up here on our website right away. We’ll also update the “Last Updated” date at the top. Your continued shopping with us means you’re okay with any updates we make.

Our Promise to You: We genuinely care about every fish we send out and every customer we serve. Our goal isn’t just to sell you fish it’s to help you build an amazing aquarium full of healthy, happy fish. We’re here to support you every step of the way!

Thanks for choosing 3bar Aquatics. We’re grateful for your trust and can’t wait to help you grow your aquatic family!