Política de reembolso
FishPortals.com wants you to be completely satisfied with your purchase. If a product does not meet your needs, we have a 30-day return policy (excludes live fish).
To be eligible for a return, your item must be in the same condition that you received it and you will need proof of purchase. To start a return, you can contact us at info@fishportals.com. Please email us your name, conformation number, and date of purchase.
Customers are responsible for all return shipping fees.
Live Fish:
By purchasing live fish from our store, you acknowledge that you have read and understand our refund & shipping policy and agree to all terms and conditions. Cancellations are not available for live fish purchases, as acquiring live fish constitutes a commitment.
*All fish sales have a live on arrival guarantee to ensure they arrive alive or your money back. Fish are only shipped on Mondays & Tuesdays in the continental US to ensure timely delivery. We do not offer returns on live fish.
Live on Arrival (LOA) Guarantee:
All fish sales have a live on arrival guarantee to ensure they arrive alive or your money back. In the unlikely event that your fish arrives dead, please follow our dead on arrival (DOA) refund steps:
1. Keep the fish in the original, unopened/ untied bag. If the bag has been tampered with we can not offer a refund. *Unsuccessful delivery attempts resulting from incorrect addresses and/or lack of access do not meet the criteria for our LOA guarantee.
2. Take a picture & 10 second video of the dead fish in the original bag and email to info@fishportals.com within 1 hour of delivery (timestamp checked by shipping carrier tracking). Small fish are sensitive to swift temperature changes and we can not be held responsible if the fish were left out. During hot summer days and chilly winters, it's crucial to remove fish from their bags promptly.
3. Kindly wait as we evaluate your claim. Please be advised that it may take some time to thoroughly review and assess your case. We will do our best to provide you with an update as soon as possible.
*During holiday season, UPS 1 day shipping is highly recommended. Our LOA guarantee does not cover USPS Priority Mail delays due to holidays.
Please note: If the fish dies after being released into their tank, refunds can not be provided as we have no control over the customer's water parameters.
All of our fish undergo a minimum of 2-4 weeks in quarantine - to treat any bacterial, fungal, and parasitic infections. We highly suggest quarantining again to prevent any chance of disease spread, especially if you are introducing your fish into a community tank.
FishPortals.com can not be held liable for any fish that may be affected.
Shipping Insurance: All live fish orders above $1,000 USD must be insured to qualify for our LOA guarantee. In the rare case of DOA fish, we offer store credit. Please email info@fishportals.com for insurance details.
*All DOA claims must be sent, validated, and concluded within a 5-day timeframe, or the opportunity for a refund will be forfeited. Store credit can still be issued.
Live Plants:
*All plant sales have a live on arrival guarantee to ensure that it arrives healthy and alive or your money will be refunded. All plant sales are final. Refunds are not available for DOA plants due to incorrect addresses entered by customers.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Damage Policy for Bowls/ Aquariums:
In the unlikely event that your bowl/ aquarium is cracked or shattered during transit, please submit multiple photos to info@fishportals.com. This must be done within one day of delivery (timestamp will be checked).
-Minor flaws in the glass, such as glass dimples, bubbles, and variations in thickness, are not classified as damaged or defective. Consequently, they do not qualify for returns.
-Product size discrepancies (within 1/2 inch of the product) are not considered damaged or defective, making them ineligible for returns.
Returns/ Cancellations
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations are subject to a 10% restocking/handling fee.
Any additional return questions can be emailed to info@fishportals.com.